Avsnitt
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🤙 About the guest - Giulio is the Customer Care Director at Playtomic. He has spent years building and managing multicultural teams for both B2B and B2C customers.
🤙 Timestamps -
00:00 - Introduction and Background
06:30 - Overview of Playtomic
09:28 - Common customer queries
11:09 - Achieving a high CSAT score
15:14 - Building and managing a multilingual team
21:20 - Team alignment and communication
26:00 - Evolution of technology in customer support
27:10 - The role of AI in customer support
29:00 - Challenges and implementation of AI in customer support
31:24 - The future of customer support
33:06 - Changing roles in customer support
34:41 - Hiring and building a support team
43:27 - Challenges of a remote and multilingual team
48:03 - Advice for support leaders🤙 Where to find Giulio - https://www.linkedin.com/in/giulio-castiglioni/
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🤙 About the guest - Kallen is the Director of Support at Airbase. He has over a decade of experience in building and managing customer support teams, especially in B2B SaaS companies
🤙 Timestamps
03:06 - Challenges and benefits of remote support08:47 - Unique challenges of customer support for procurement and finance teams
12:22 - Categorizing customer support levels
14:00 - Philosophy and approach to customer support
20:47 - Value and limitations of AI in customer support
25:25 - Implementing AI: Focus on goals and use cases
31:11 - Customer feedback and agent assist
35:37 - Improving customer service experience
37:07 - Using AI for Data Analysis
40:09 - Building and developing a support team
45:36 - Building trust and team culture in a remote environment
47:13 - Communication and information flow in a remote team
51:20 - Tools and practices for remote team collaboration
53:16 - Advice for customer support leaders
🤙 Where to find Kallen - https://www.linkedin.com/in/kallen-bakas-8428b850/
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Saknas det avsnitt?
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🤙 About the guest - Brittany is a seasoned customer support leader with over a decade of experience. She's held support leadership roles at companies like Brio Systems, Nerd Fitness, and Fracture. She's also been the director of event operations at Support Driven.
🤙 Timestamps -01:41 - Brittany's serendipitous journey
03:47 - Her early experiences in marketing and journalism
05:17 - The inverted pyramid framework to leading more efficient teams
07:19 - Evolution of a support team from a leader's perspective
11:30 - The nuances of e-commerce support
14:37 - Avoiding burnout as a support leader
17:34 - Challenges of a support leader
22:33 - Selecting the right tools for your team
27:28 - The evolution of AI in support
37:19 - How support leaders should ramp up their skills with the changing times
43:24 - Advice for people starting in the support space
46:50 - The rapid-fire segment🤙 Where to find Brittany - https://www.linkedin.com/in/fergusonbrittany/
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🤙 About the guest - Neal Travis is the creator and host of Growth Support and is creating a resource library for support professionals across the globe. He is also a support leader at the Academy to Innovate HR.
🤙 Timestamps
00:47 - Neal's introduction
02:38 - The evolution of the customer support landscape over the years
04:18 - Neal's philosophy in delivering great customer support
06:14 - The two-by-two matrix of the support landscape
08:24 - Role of support ops
10:16 - AI in support ops
13:25 - How can support and product teams work in collaboration
16:55 - Best practices for support leaders
18:58 - Remarkable interactions with support leaders
21:11 - Best practices for remote support teams
23:20 - Metrics for measuring success of support teams
25:40 - What do support leaders think of AI
29:01 - Apprehensions of using AI in customer support
30:24 - Evolution of the skillsets for people working in support
32:31 - Tech stack for today's support teams
34:58 - Recent trends and observations in customer support
39:50 - Predictions for customer support in 2024🤙 Where to find Neal - https://www.linkedin.com/in/neal-travis/
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🤙 About the guest - Dave Chapman is a Senior Customer Advocate at Buffer. He has been with Buffer for nearly a decade now. He works at the intersection of tech, social media and marketing and focuses on work culture, product management, communication and wellness.
He has also worked at Apple Retail and has been an Osteopath in the past.
🤙 Timestamps
00:54 - Dave's journey till now
02:03 - Transition to Buffer
08:51 - Evolution of Dave's role at Buffer
11:29 - Buffer's approach to customer advocacy
14:25 - Intersection of a support community and customer advocacy
17:50 - How to be more proactive in customer support
24:42 - Anecdotal insights from Dave's experience at Buffer
26:48 - Memorable interactions with customers
29:48 - Doing things that don't scale
32:23 - Metrics to define the performance of support teams
36:09 - Role of AI in customer support
40:18 - Suggestion for support leaders to look at support beyond just like a cost centre
44:35 - Integrating support team's feedback in the product roadmap
46:57 - Remote work in customer support - pros and cons
50:46 - Tips for support leaders🤙 Where to find Dave - https://www.linkedin.com/in/davechapmanuk/
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🤙🏻 About the Guest - Peter Peart is the founder of Scale-Upp.uk. He has 17+ years of firsthand startup and scale-up expertise with various orgs to improve their internal processes. He is also an advisor and a mentor.
🤙🏻 Timestamps -
01:25 - Peter's career highlights till now
04:56 - The mindset of helping others grow in their careers
08:16 - What does it mean to work for yourself?
11:32 - Being your boss vs working under someone
14:00 - Success stories of Peter's clients
22:28 - How to define OKRs that moves the needle
26:40 - How do support leaders improve customer experience journey mapping?
30:33 - Active listening in customer support
34:08 - Training agents for active listening
37:09 - How does a customer-centric approach help a company grow?
41:53 - How should a support leader unlock customer success in the right way?
49:37 - The surfing analogy in support
51:17 - Closing thoughts🤙🏻 Where to find Peter - https://www.linkedin.com/in/peter-peart/
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🤙🏻 About the Guest - Lauren Fearn is the Director of Support at Zapier. She has been with the Zapier support team for more than five years and has over a decade of experience in building customer support teams in companies like Madgex, BrightLocal, Create[dot]net
🤙🏻 Timestamps -
00:48 - Intro of Lauren
01:27 - Implementing AI at Zapier
07:05 - Learnings from implementing AI at Zapier
11:41 - Handoff from a chatbot to human support
16:24 - Some measures to make the integration of AI more human
19:53 - Tips to build better documentation
25:51 - Opportunity for AI to add value and make support agents's lives easier
29:02 - Measuring AI's performance
32:44 - Pitfalls to avoid while using AI
37:49 - AI in support teams - tips and measures for support leaders
48:37 - Can AI take care of redundant tasks almost independently so that humans can focus on solving complex problems?
50:56 - Can you use AI support in Slack Connects?
53:29 - Outro
🤙🏻 Where to find Lauren - https://www.linkedin.com/in/laurenafearn/ -
🤙🏻 About the Guest - Kincy Clark is the founder of OneStudy.ai. He is a support leader with 12+ years of experience in companies like Bolt and Autopilot.
🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.
🤙🏻 Timestamps
02:01 - How to start with building a support team
06:01 - Support teams in established companies
13:43 - Support as a career
18:38 - Skills required for building a career in support
27:57 - Frameworks for support managers
34:37 - What can you do outside of work to grow in your career
38:23 - How to get into leadership positions in support
46:51 - Lessons from Kincy's time in the army
51:21 - What Kincy is building next
55:15 - Closing thoughts🤙🏻 Where to find Kincy - https://www.linkedin.com/in/kincy/overlay/about-this-profile/
🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20
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🤙🏻 About the Guest - Hilary Dudek has over a decade of experience in support. She was a senior director of support at SANA. She's in advisory roles right now at Partner Hero, Aimiable. She took leadership roles in companies like Glooko and Handshake. She is extremely passionate about remote culture, fantastic Customer Experience, and growing people in their Support careers and beyond.
🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.
🤙🏻 Timestamps
02:01 - Current role as a support leader
05:14 - Skills learned during the journey of becoming a support leader
07:04 - Coaching strategies for support leaders who want to amp up their skillset
13:09 - Tools that bridge the gap between agents and managers
16:38 - Operation strategies for support leaders
26:13 - Advice for support leaders who are handling remote teams
31:05 - Some mistakes that people should avoid when they hire agents
33:22 - Checklist to have while hiring people
39:27 - Areas where agents stumble and excel when it comes to efficiency
42:21 - Closing thoughts🤙🏻 Where to find Hilary Dudek - https://www.linkedin.com/in/hilarydudek
🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20
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🤙🏻 About the Guest - Andrew Rios is a Global Customer Support Leader. He combines an energetic leadership style with a strong technical foundation and a deep understanding of Customer Experience/ Support and Engineering Operations. As a technologist, runner, mentor, speaker, and experienced Customer Experience and Technical Support leader, Andrew brings 25 years of BPO and global experience in team building and resource management.
🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.🤙🏻 Timestamps
01:57 - Framework and a way of approaching a new role as a leader
04:40 - The science behind the 100 days plan
08:16 - Success stories of people who followed the 100 data plan
13:12 - Importance of documentation for CX leaders
18:21 - Building CX teams from scratch
22:01 - Hiring people from different industries
28:38 - Best practices CX leaders should follow when it comes to communication
33:11 - How a CX leader should build an audience on LinkedIn
46:00 - Tips to be a consultant in the CX industry🤙🏻 Where to find Andrew Rios - https://www.linkedin.com/in/riosa/
🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20
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🤙🏻 About the Guest - Craig Stoss is the Director of CX Transformation Delivery at Partnerhero. With a strong background in software engineering, Craig is recognized for driving exceptional customer experiences across the globe.
🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.
🤙🏻 Timestamps
02:31 - What does the role of the Director of CX transformation delivery entail
05:19 - Catering the requirements of customers across the globe
10:52 - How to measure the success rate across the industries
13:34 - Keeping up with the new tools in the market
19:54 - Things support teams shouldn't miss to deliver the best customer experiences
27:23 - Self-service strategy
31:10 - His experience of managing customers across different cultures
37:19 - Managing customer experience process when it comes to global teams
44:26 - Parallels between software engineering and customer support
50:56 - AI in designing customer experiences
1:06:27 - Outro🤙🏻 Where to find Craig - https://linkedin.com/in/cstoss/
🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20 -
🤙🏻 About the Guest - Garry Gormley is the founder, and CEO of FAB Outsourced Solutions which is helping contact centres operate more efficiently! He has 20 years of experience within the contact centre industry.
🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.
🤙🏻 Timestamps
0:49 - The leadership aspect of customer support
04:18 - The underestimated role of call centre agents
8:24 - The two career-defining roles in Garry's life
11:33 - Operational excellence in terms of customer support
18:09 - Gaps between sales and customer support teams and how to bridge them
28:49 - Is AI going to take away the service jobs?
34:18 - What can CX teams learn from call centre agents
38:47 - Outro to the podcast
🤙🏻 Where to find Garry Gormley - https://www.linkedin.com/in/garry-gormley-the-fab-group/
🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20 -
🤙🏻 About the Guest - Jeff Breunsbach is the Director of Corporate Marketing at Higher Logic. He is also the co-founder of Gain Grow Retain, a community for Customer Success leaders to share their work, collaborate and grow their careers. He has worked with over 60 B2B SaaS brands as they build scaled customer programs.
🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.
🤙🏻 Timestamps -
2:40 - Scaling customer success through community
8:24 - The frameworks to elevate great customer success or experience
13:22 - Where to start building customer success through community
18:49 - The trickiest part of starting a community
22:26 - Skills that CX support leaders can rely on to do community
31:18 - How much brand involvement happens in customer success
36:18 - How can the brand guidelines be effectively passed on to the CX leaders
40:36 - How content and CX can collaborate
46:12 - Unconventional ways to do great customer success or support
50:13 - How to hire great talent
53:09 - How should a startup or a business build customer programs
58:58 - How do CX leaders build a network, especially on LinkedIn
1:02:10 - Closing thoughts🤙🏻 Where to find Jeff - https://www.linkedin.com/in/scaledcs/
🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20 -
🤙🏻 About the Guest - Kel Kurekgi is a dynamic and accomplished leader in the customer experience industry, currently serving as the Senior Global Customer Experience Manager at Zapier. Rooted in the United Kingdom, Kel's professional journey spans across industry-leading companies like James and James Fulfilment, Network Rail, and Rightmove, demonstrating his expertise in Client Services and Customer Experience Management.
🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.
🤙🏻 Timestamps
03:38 - Kel's transition from a scriptwriter to Customer experience in tech
09:45 - What is a superpower for a customer experience representative
13:26 - How empathy is the key to success in this sector
20:30 - How Kel's non-linear career path helped him at Zapier
25:47 - Frameworks used by Kel at Zapier
31:15 - The biggest problem in customer support
40:05 - Two things every customer success team should be doing now
43:10 - The difference between customer service and customer support
47:38 - Scaling customer success teams
54:49 - Closing thoughts
56:04 - Outro to the podcast🤙🏻 Where to find Kel Kurekgi - https://www.linkedin.com/in/kel-kurekgi-643b6b61/
🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20
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🤙🏻 About the Guest - Tom Blossom is a customer experience leader with experience in building and coaching support teams for over a decade. He has worked with companies like Sentry, Instana, Tecton among others!
🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Community Champs, a tight-knit community of world-class community leaders.
🤙🏻 Timestamps
5:03 - Key elements of building a support team
7:40 - Establishing a standard process in teams
11:28 - How should a founder start a support team from ground-up
17:06 - Coaching and designing the systems for people who are working remote
20:04 - Tom's hidden methodology used over the 10 years of support experience
21:49 - Handling the clashes of support teams
26:56 - Navigating the uncertainty of support tickets
28:30 - Handover process internally between the support team
30:16 - how does great customer support increase business revenue or a startup's revenue
33:47 - Success metrics for support teams
38:33 - Tools to accelerate the support process
47:57 - Instances where Tom's team has impacted the whole business strategy
53:04 - Important qualities of support folks
56:50 - Outro to the podcast🤙🏻 Where to find Tom Blossom - https://www.linkedin.com/in/tomblossom/
🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20
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🤙🏻 About the Guest - Max has been a support leader at brands like SuperHi. With over 5 years of experience in support and community building, Max Pete is passionate about building communities that spark impactful change.
🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Community Champs, a tight-knit community of world-class community leaders.
🤙🏻 Timestamps
02:33: Max’s observations at SuperHi leading a creator community.
09:21: How did he empower the active members
12:33: Handling the conflict between selfless support and rewarding it
16:88: Balancing KPIs of the community
22:19: Moderation in community
30:00: The worst ways to do support
33:52: Transitioning between different community platforms
42:13: Supporting the community to adapt to a new platform
45:55: Outro to the podcast
🤙🏻 Where to find Max Pete - https://www.linkedin.com/in/maxpete
🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20
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Pramod Rao and Abhishek Nalin co-founders at Threado have a chat with our host Sharath Kuruganty the Head of the Community at @ThreadoHQ.
They talk about the journey so far, the feedback and love received by the customers, why transparency is important and how building AI-powered support solutions is the way forward!
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🤙🏻 About the Guest - Dani Hao is a pro at planning, organizing, and executing community events. She has worked with brands like Mutiny, Procurify, Lumen5 where she nurtured communities and handled communications.
🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Community Champs, a tight-knit community of world-class community leaders.
🤙🏻 Timestamps
00:00 - Introduction to the podcast & our guest Dani02:48 - Dani's journey of becoming a community builder
04:30 - Experience at Mutiny
09:56 - Pros and Cons of building an invite only community
15:39 - Can your content be gated?
18:59 - Tips to drive pipeline from the community and how to measure it
22:59 - Why events play a big role
27:25 - What inspired Dani to become a community builder
30:52 - Playbook for approaching events
39:32 - What's next for Dani
41.37 - Outro to the podcast
🤙🏻 Where to find Dani Hao - https://www.linkedin.com/in/daniellehao/🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20
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🤙🏻 About the Guest - Scott Tran is the founder of Support Driven, a community of customer support professionals. Before building this world-class support-driven community, Scott worked as a developer for a start-up in San Francisco where part of his job was to answer customer inquiries.
🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Community Champs, a tight-knit community of world-class community leaders.
🤙🏻 Timestamps
00.00 - Introduction to the podcast & our guest Scott, Founder of Support Driven03.03 - Why Scott built Support Driven
06.04 - The idea behind building the community and not a newsletter
08.11 - The early days of bringing the first users to the community
16.52 - Monetizing the community through conferences
19.37 - Community initiatives in the first six to twelve months
24.01 - Tips for the early days of building a community
27.25 - The professional support that the members receive from the community
31.14 - The philosophy of building a community first and business second
41.03 - Companies doing great support and why
48.32 - Skills and qualities that every support professional must have
51.58 - Tips for hosting a large-scale conference
59.14 - Advice on approaching sponsorships and converting them
01.01.10 - Scott's support strategy for the community
01.08.38 - Outro to the podcast
🤙🏻 Where to find Scott Tran - https://www.linkedin.com/in/scott-tran-188815a3/🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20
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🤙🏻 About the Guest - Monica is a global community leader with over 13 years experience in tech working for high-growth consumer platforms like Canva, Yelp. She helped write Yelp's book on seeding and growing grassroots engagement and content through community managers and ambassadors. So she comes with a deep knowledge of the how/why with user-generated content, supply/demand marketplaces, and crowdsourcing models.
🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Community Champs, a tight-knit community of world-class community leaders.
🤙🏻 Timestamps
00.00 - Introduction to the podcast & our guest Monica, Global Community Head at Canva02.48 - How did Monica fall in love with community
10.00 - First initiatives Monica executed being a community manager at Yelp
14.11 - The power of compounding network
18.59 - Difference between the role of a community manager vs managing a community team
21.59 - Advice on building community teams
30.53 - Monica’s transition from Yelp to Pexels
41.32 - Envisioning a community for Pexels
42.52 - The snowflake model of an Ambassador Program
47.03 - Canva’s Canvassator Program
58.28 - Outro to the podcast
🤙🏻 Where to find Monica Silvestre - https://www.linkedin.com/in/hellomonica/🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20
- Visa fler
