Discovery Call Question Bank

Here are some powerful discovery questions to ask a Director of Customer Support about their helpdesk software needs:

1. Tell me about your role as Director of Customer Support and your key priorities this year.
2. Walk me through your current process for handling customer inquiries and support tickets.
3. What helpdesk system are you currently using? What do you like about it?
4. Where are you seeing inefficiencies or bottlenecks in your support process today?
5. How do you currently measure customer support effectiveness and agent performance?
6. What are your biggest challenges when it comes to scaling your support operations?
7. How important is it to reduce response and resolution times? What impact would that have?
8. What channels do you use to engage with customers - email, phone, chat, social, other?
9. How do you enable your agents to access customer data and history during interactions?
10. Tell me about your reporting needs. What visibility do you need into support metrics?
11. What does your support team tech stack look like today? How well integrated is it?
12. What's your timeline for evaluating new helpdesk solutions? What's driving that?
13. Who else is involved in the decision process and what are their biggest priorities?
14. What does a successful helpdesk implementation look like to you? How would you measure that?
15. What other challenges or areas for improvement should I know about?