A rubric is a granular outline of expectations for your support team and is one of the core pillars on which Sidekick operates. A rubric is made up of:
- Categories: High-level targets which result in a positive support experience for your customers.
- Example: Resourcefulness, Empathy, Solution, or Timeliness.
- Sub-categories: Specific features which contribute to the success of a category.
- Example: Style, Comprehension, and Reassurance are sub-categories of Empathy because they each contrbute to an overall-empathetic response.
- Weights: The amount of emphasis you wish to place on each Cateory or Subcategory to ensure that a team's support aligns with core business goals.
- Example: A company with low-volume, high-value customers may opt to prioritize Solution and Empathy over Timeliness to ensure that responses are always complete and thoughtful rather than quick.
- Stops: The number of possible choices available to a reviewer when assessing a sub-category.
- Example: In some teams, it's critical that a specific action be taken before responding to a customer. In this case, since the action is objectively complete or incomplete, there are only two stops. In the case where the sub-category is more subjective, say in reference to writing style, you may opt to have several stops to reflect values like Needs Improvement, Good, Improving, or Ideal.
- Descriptions: Human-readable descriptions which guide a reviewer to provide a meaningful score for a sub-category. A good description is one which a brand new team member could use to provide an accurate score.
- Example: A description for the subcategory Ownership might say something like, "Was the team member able to solve the request on their own? If it was escalated, was the escalation necessary?"
Sidekick offers two options for rubrics: The Sidekick Standard Rubric, or building a Custom Rubric. Custom rubrics are available in Sidekick Pro and Sidekick Enterprise.