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

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 Clemens Behrend, ex-Global Director of Customer Support at Bitpanda, about how he harnessed AI in his support department to share insights across teams and identify customer churn risk, and what he recommends for other businesses looking to do the same. Having explored and implemented many different AI tools, Clemens talks us through how he has harnessed automation to identify and solve the most frustrating problems for both agents and customers, resulting in higher employee and customer satisfaction. Building a central dashboard allowed Clemens to share insights on customer sentiment, predict customer behaviours and monitor changes to Bitcoin price affecting customer happiness. Watch the episode to find out how you can utilise AI to share reports across departments, how to quantify AI insights into business goals, and how to make a business case to other stakeholders to make the investment in tools. Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

In today's episode of the Support Insights Podcast we talk to Valeria Kast, Head of Merchant Support at Printify about how she's increased CSAT to 94% (and kept it there!) and drastically reduced first response times in support. Having joined Printify during the pandemic, Valeria has spent the last 2 years creating specialised support structures and hiring procedures that have sewn fantastic results. Valeria talks us through how her approach of specialised support teams has enabled a massive reduction in first response times from 24 hours to under 1 minutes on live chat, as well as response time reductions across the board on other channels. Watch the episode to find out the steps you can take to improve CSAT and reduce response times in your business. Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

Join the support insights community here In today's episode of the Support Insights Podcast we talk to Nick Moreton, Director of Support at Hotjar, about how his team are working in unison with the Product team to create strategies that are centred around the voice of the customer. We'll talk about the challenges most businesses face in capturing unbiased customer feedback and implementing it in wider strategy decisions. Nick will also talk us through how his support team has been restructured to work closely with product, as well as how Hotjar are now using AI to analyse their customer support conversations and unlock in-depth customer sentiment insights they can act on. Hotjar's motivation is to not only be good at representing their customer voice, but to be incredible at it and have the best possible product feedback loop. Listen to the episode to understand some of the things you can do in your business to represent VOC in your wider business strategies, or head to our website to read the highlights. Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

Join the support insights community In today's episode we talk to Zack Bryson, Head of Global Customer service at Awardco, about how he enables his team to proactively look for opportunities in their support conversations to solve customer issues on a wider scale. Encouraging open communication and idea sharing with his agents means they feel empowered to look for solutions to root causes and are always looking at issues through the eyes of the customer. Zack believes wholeheartedly in hiring for his team based on genuine care and passion for good customer service, and that it's his job as a leader to encourage career progression for everyone on his team to anywhere in the business. We'll discuss how this approach has lead to Zack having an agent attrition rate of only 7%! As well as his tips on how other businesses can encourage strong relationships within their customer service teams. After all, if you take care of your agents, they'll take care of your customers.

Join the support insights community In today's episode we talk to Matt Bell, Customer Care Team Lead at Too Good To Go, about how his team and the wider business are always on the lookout for opportunities to educate their customers - and Matt's previous experience as a high school teacher makes him a real expert on the topic. We'll discuss how Too Good To Go use in-app prompts to tackle common queries, reducing contacts for easily rectified issues, how they drip feed education into auto replies and canned responses, and how having a team who truly live and breathe the company values means this all becomes second nature. Matt also gives his advice on how other companies can work towards aligning themselves on their core values and educating customers (as well as how to keep your bananas fresher for longer)! Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

Join the support insights community - https://sentisum.com/resources/community In today's episode we talk to Phil Thompson, Customer Support Director at Roofr, about how to promote healthy feedback within your support team. Whether that's manager to direct, peer to peer, or direct to manager - and the knock on effect this has for the team and the wider business. We'll cover what healthy feedback is (and isn't), how to promote a good feedback culture in a remote business, and how sharing feedback openly can promote collaboration, cohesive strategies and confidence. Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

Join the support insights community - https://sentisum.com/resources/community In today's episode we talk to Craig Stoss, Senior Operations Manager at PartnerHero, about all the opportunities companies have to make their customer experiences effortless. Long hold times? Messy knowledge centres? Unintuitive chat-bots? All these things cause friction to the customer and, let's face it, if you're a frustrated customer you're unlikely to stick around for too long if there's an easier option. Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

In this week's episode we speak to David Apple, CRO at Zingtree, about how you can harness tech to reduce your agent training time, and the benefits reduced training time can bring to both the agent and the wider business. You'll hear about how David's own early experience in a call centre role, as well as his more recent positions at Typeform, Notion and now Zingtree have given some insightful perspective into how the traditional way of training your agents may no longer be the best way. While every business does things differently, David and Bryony's own experiences of agent training being a long-winded process of trying to retain endless information, to only forget it all as soon as you go live on the phones, (or trying to fumble your way through a script), probably resonates with quite a few listeners. As technology advances, the way we run all aspects of our businesses is evolving too, why not agent training? Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

In this week's episode, we spoke to Kristy and Rebecca, Customer Service Team Lead and Customer Insights Manager at Snug, about the amazing customer community Snug have built and how that feeds in to all areas of the business. We'll hear about how Snug develop new colours, accessories, modular additions to existing products and more based on their customers' feedback to encourage an engaged community and an impressive customer return rate. A brand that carries through every single channel, you'll hear about how Snug's genuine tone of voice allows agents to be themselves, build trust with the customers, and stay consistent whether you're looking at the website, social media or speaking to someone in support. Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

Subscribe to our newsletter at https://www.sentisum.com/resources/support-insights The podcast is back! In today's episode we introduce new host and Community Manager at SentiSum, Bryony Mulkern in a sit down with Co-Founder and CEO, Sharad Khandelwal. We discuss the motivations that brought Sharad to develop SentiSum and the different approaches we've seen towards customer support in our own journeys. Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com