Episode 22: (B2B) Ekaterina Syromyatnikova, Director Support, Wrike The Customer Support Podcast

Wrike provides a SaaS platform work management — project management and collaboration
Customers are small business to enterprise level. 20K+ across 130 countries. Freemium model
60+ people in support team across Eastern Europe. Two tiered support. Majority in Tier-1. Support Ops and Documentation team part of overall support team as well
Several thousand tickets per month across email, web, live chat (paid customers only) and phone
Incoming cases — 10-15% product issues. Rest how-to cases
Support tool stack: Zendesk, Guru (internal knowledge), Wrike (task management)
Friction points in Support: Integration of different customer facing systems e.g., last conversation with CSM, sales conversations etc.,
Priority for coming year - Premium support for enterprise customers / Self-service to all (agent chat is available to certain customers only today
Metrics — First Response Time (FRT), Time to Resolution, Quality of response (Customer Effort Score). Used to measure CSAT earlier — response rate was good but lacked in meaningful insights
Things to note — Support is not outsourced, opportunities for horizontal growth for support engineers
Books — Effortless Experience (Matthew Dickson, Nick Toman), Radical Candor (Kim Scott), Why its so hard to be fair (HBR).