EP 97 | Mariah Hay - How Help Scout uses Support-Driven Growth to increase retention.

Today on the show we have Mariah Hay, VP of Product at Help Scout

In this episode, Mariah shares the product principles she lives by, and the importance of having a cross-functional group of teams working towards outcomes with an aligned goal to avoid building a Frankenstein product.
 
We also discussed how Help Scout’s product team uses OKR’s, what Support Driven Growth is and how you can implement it, and we dove deep into Product Specialists at Help Scout, who they are, what they do, and the role they play in the support team. 

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.