Support Insights Podcast | CX & Customer Support Podcast by SentiSum

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community

In today's episode of the Support Insights Podcast we talk to Ben Gardner, VP of Customer Support at Drift, about the recent initiative they've introduced that's taking their customer contact strategy to new levels - their customer community.

Ben will be taking us through how Drift's customer community is allowing them to offer pro-active support that gets every department involved in customer centricity and knowledge sharing.

We'll be discussing what exactly makes up this customer community and the effects on retention and product adoption that Ben is hoping to see in the coming months as a result.

Plus, hear Ben's advice on how to unify different departments in your organization around the central goal of customer centricity, and how this will help your overall business goals in the long-run.

Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community In today's episode of the Support Insights Podcast we talk to Justin Rezende, Head of Support at Shopify Logistics about how he reduced reply times by over 90% at Deliverr and the specific method he uses to calculate actual transaction time on tickets. Justin will be taking us through the important role support touchpoints play in managing client experience, and how properly calculating optimal headcount can remove the guesswork in improving client relationships - as well as the negative impact an understaffed support structure can have. We'll also be discussing the acquisition of Deliverr by Shopify Logistics, and how staying aligned on the goal of making commerce accessible to businesses and delivering great experiences aided the transition. Plus, hear Justin's advice for anyone looking to take steps to reduce their own response times. Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community In today's episode of the Support Insights Podcast we talk to Thibaut Martin, CX expert, about his fantastic achievements as Head of CX at Otrium, and how organizations can turn the perception of CS from that of a cost centre to a value centre. Thibaut will be taking us through how in his 3 years at Otrium, he's been building out their support model to support business growth, while managing to reduce first response time significantly and maintaining an impressive Trustpilot score of 4.5*. We'll also be discussing how tying customer issues to revenue, with the help of SentiSum insights, can help generate buy-in from other departments and center their strategies around VOC, resulting in happier customers. Plus, hear Thibaut's advice on steps you can take to supercharge the powers in your customer support department, turning it into a true value centre for the wider business. Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community In today's episode of the Support Insights Podcast we talk to Svitlana Gaunt, Customer Support Excellence Team Lead at Miro, about how the CS excellence team are ensuring the customer is always represented across different areas of the business. Svitlana takes us through how the CS excellence team is structured to ensure that support is optimized and wider departments are always considering customer needs when developing initiatives. We'll also talk about Miro's consistently high CSAT score of 97, and what Svitlana attributes this to. Plus, hear Svitlana's advice for anyone looking to connect initiatives to put the customer at the centre of their own organizations, and her plans at Miro for 2023. Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community In today's episode of the Support Insights Podcast we talk to Tony Adams, Product Manager at Supercell, about all things Player Experience in the gaming industry. With more than 10 years' experience in the gaming industry, Tony takes us through how the ways of working in PX completely challenge everything you thought you knew about CX best practices. We discuss how focusing on enabling players to get the support they need quickly without having to leave the game, means that traditional CS rules you find in other industries don't typically apply. Plus, hear Tony's advice on how others in the gaming industry can level up their PX, including the importance of being comfortable with change. Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community

In today's episode of the Support Insights Podcast we talk to Emma Chipperfield, Product Support Manager at Figma, about how she's been building out specialized teams within the support structure and the benefits of this approach. We discuss the specialized segments Emma's team is split into, how this helps to improve the support experience, and the impact this approach has had on SLAs and CSAT If you're looking to optimize the structure of your support team, Emma also takes us through her advice, including how it's never too early to specialize! Plus, hear about how Figma encourages all teams to participate in product discovery, and how they keep the unofficial value of "Play" alive throughout the organization.    

Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community

In today's episode of the Support Insights Podcast we talk to Jeffery King and Travis Brace, Community Advocate and Customer Support Manager at Grindr, about how they've created a tagging taxonomy that allows them to quantify issues, keeping customer feedback relevant in wider department conversations.  

Travis takes us through the details of what their tagging structure now looks like after a huge revamp in 2022, with multiple layers of granularity allowing for both broad-level and more specific reporting.   

Jeffery explains how a customer-focused feedback culture can look in practice, with customer feedback being a driver, not an afterthought, for wider team strategies.  

Plus, hear some real life examples of how this approach has helped teams and customers at Grindr, as well as how other organizations can look to be more customer focused in their own set-ups.        

Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

Join the support insights community to stay up to date on new podcast episodes - sentisum.com/resources/community

As we take a look back through the Support Insights Podcast episodes of 2022, we'll be taking learnings from many of our previous guests on how they structure teams, processes and reports to share VOC data in the best way.

We've taken clips from this year's episodes to highlight some of the best examples and advice on encouraging collaborative inter-department relationships.

Nick Moreton tells us how his team at Hotjar are using AI to implement customer feedback in the product roadmap. 

Valeria Kast from Printify talks about how encouraging non-customer facing teams to regularly spend time with support speaking to customers.

And we look back at the one central theme that unites all support leaders - a genuine love for customers, for experience and for their teams.  

Enjoy the episode, and be sure to check out previous episodes for more insights from our guests - sentisum.com/resources/support-insights

Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community

In today's episode of the Support Insights Podcast we talk to Bronte Coyne, Global Senior Customer Experience Manager at Unity, about how Unity's support team has had to grow and evolve to support areas of huge growth over the last few years. 

Bronte started at Unity almost 8 years ago as an agent and has seen the team grow from just 4 to more than thirty. 

Find out how Bronte's team were able to adjust and adapt through an enormous 40% ticket increase in 2020, and a further 20% increase in 2021, while still striving to provide excellent experiences for their users. 

While adjusting to work from home during the pandemic was a struggle for most teams, coupling this with such a surge in growth meant a culture of support, trust and evolution was especially important for Bronte and her team. 

Watch the episode to hear Bronte's tips on how you can scale your support during periods of growth.

Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community

In today's episode of the Support Insights Podcast we talk to Shannon Johnson, Director of Customer Support at Sprout Social, about how Shannon's background in product operations gives her a unique perspective when it comes to sharing customer support insights with product teams.

Having started her career in customer support, Shannon's combined experience of product operations, support and a passion for tech, mean she has gained a really unique view of customers and the technology and processes that they need. 

Watch the episode to find out how Shannon attributes customer pain points to financial leverages to influence the product roadmap and encourage customer-centric strategies.

We'll also touch on the concept of using proactive support to increase revenue opportunities, retention and the overall success and growth of a support team and therefore the growth of the business.

Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com