How Loom Crushed a 6x Increase in Support Tickets (feat. Susana de Sousa)
May 04, 2021•44 min
Listen to this episode in Metacast mobile app
Don't just listen to podcasts. Learn from them with transcripts, summaries, and chapters for every episode. Skim, search, and bookmark insights. Learn more
Episode description
What do you do when ticket volume skyrockets from 2,000 to 12,000 nearly overnight? In this episode, Susana de Sousa, Senior Manager of Customer Support at Loom, shares how she and her six-person support team responded to Loom’s massive growth last year. Hint: It involves radical transparency, empathy, and strategic hiring.
For the best experience, listen in Metacast app for iOS or Android