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 in...
Jul 19, 2023•31 min•Season 1Ep. 53
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 ...
May 23, 2023•31 min•Season 1Ep. 52
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...
May 09, 2023•36 min•Season 1Ep. 51
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 alw...
Apr 19, 2023•31 min•Season 1Ep. 50
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 o...
Apr 04, 2023•29 min•Season 1Ep. 49
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 h...
Mar 20, 2023•24 min•Season 1Ep. 48
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 lo...
Mar 07, 2023•34 min•Season 1Ep. 47
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 Mor...
Dec 22, 2022•22 min•Season 1Ep. 46
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'...
Dec 02, 2022•20 min•Season 1Ep. 45
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 operation...
Nov 15, 2022•23 min•Season 1Ep. 44
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, Cleme...
Oct 18, 2022•25 min•Season 1Ep. 43
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 red...
Oct 03, 2022•19 min•Season 1Ep. 42
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 t...
Sep 19, 2022•25 min•Season 1Ep. 41
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 fo...
Sep 07, 2022•18 min•Season 1Ep. 40
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...
Aug 25, 2022•26 min•Season 1Ep. 39
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...
Aug 03, 2022•30 min•Season 1Ep. 38
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: ...
Jul 18, 2022•30 min•Season 1Ep. 37
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 ...
Jul 11, 2022•21 min•Season 1Ep. 36
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'l...
Jul 04, 2022•23 min•Season 1Ep. 35
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...
Jun 14, 2022•11 min•Season 1Ep. 34
Subscribe to our newsletter at https://www.sentisum.com/resources/support-insights In today's interview we caught up again with Aiste Sobutiene, customer support director at Vinted to discuss the incredible process they've built to encourage active, two-way communication between their product and customer service teams. Through an innovative three step communication model, which you'll hear all about today, the Vinted team have made easier to make sure feedback is constant, everyone feels heard,...
Nov 23, 2021•29 min•Season 1Ep. 33
Subscribe to our newsletter at https://www.sentisum.com/resources/support-insights In today's interview we sit down with the brilliant Aistė Sobutienė , the customer support director at Vinted . Together, we tackle three of the most common myths in the customer service world: The classic "the customer is always right". All customers prefer dealing with a human, as opposed to a machine. You always should exceed the customers expectations. Aiste gifted us with a fresh perspective on these, with so...
Nov 08, 2021•31 min•Season 1Ep. 32
In this episode with Iman Safari of Interflora, we explore what it means to have a customer service DNA. We hear how to build one and how to reduce the dreaded "cost-centre thinking". We answer these questions in the episode: What is a customer service culture? How does Iman get agents to live and breathe the culture? What does Iman say to his agents to convince them why a strong culture is important in customer service? How did Iman build a customer service culture at Interflora? Why don't seni...
Oct 26, 2021•28 min•Season 1Ep. 31
Today we’re focusing on one of the most important topics in customer service: your team. Customer service is known for being tough work and the agents themselves are on the frontline dealing with the brunt of unhappy customers, and many see it as a short term job opportunity. In that environment, your internal culture goes a long way toward creating a happy environment where employees want to stay for the long term. If we’re going to change the narrative around customer service as a strong caree...
Oct 15, 2021•18 min•Season 1Ep. 30
Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insights In this episode of Support Insights, we catch up with Fabrice Dowling the Global Head of Customer Care at HeliosX . HeliosX is a group of healthcare brands (Dermatica, MedExpress, PharmacyLab) that run different business models and, as a result, have very different approaches to customer service. Having seen exponential growth during the pandemic, Fabrice was tasked with organising and optimising a cust...
Oct 07, 2021•26 min•Season 1Ep. 29
Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insights This week, Dimple Pattani , the Head of Frontline Customer Support at GoCardless joins me to talk about team culture. GoCardless has grown rapidly in the last few years, adding a ton of new people to the team and significantly increasing ticket volume. In the episode, Dimple explains the elements of a strong team culture, the core values, ways of working and management styles that have allowed her team ...
Sep 08, 2021•26 min•Season 28Ep. 1
Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insights This week on the podcast, I’m catching up with Svitlana Gaunt , the Customer Experience Operations Lead at Otrium. Otrium is the fastest growing startup in the Netherlands and they raised $130m in March this year to accelerate the international expansion of their online fashion outlet marketplace. In this episode, you’ll hear about how Svitlana and the Otrium team successfully set up a brand new outsour...
Sep 03, 2021•25 min•Season 27Ep. 1
Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insights This week, we welcome Luis Pinto, Director of Customer Experience at Remote.com onto the show. Remote has just raised a $150m Series B funding round and is growing exponentially. By the end of 2021, Luis alone will have added a further 60 customer success, customer service and CX professionals to his team. In this episode, we deep dive into best practices for hiring, onboarding and retaining new team me...
Aug 27, 2021•29 min•Season 1Ep. 26
Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insights This week, we welcome a customer of ours onto the show. This episode is with Joe Quinlivan, Head of Customer Care at Gousto. Gousto has grown to household name status in the UK, serving 25 million recipe boxes to customers each quarter. During the 7 years Joe spent at Gousto, his team has built one of the most efficient, empowering customer care teams in existence—and they've won the European Contact Ce...
Aug 20, 2021•31 min•Season 1Ep. 25
Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insights In this episode of the Support Insights podcast, we caught up with Emma Sopadjieva , Head of CX Analytics at ServiceNow (ex-Eventbrite and Medallia). Emma's role at ServiceNow is "90% influence, and 10% data"—a description that resonates, I bet, with everyone who works in customer experience. In this episode, we dive into what it takes to drive customer experience improvements in a business. From aligni...
Aug 13, 2021•24 min•Season 1Ep. 24
