54 episodes

We share the "earned secrets" of customer experience leaders. An 'earned secret' is a unique solution to a hard problem, learned by overcoming a challenge that hardly anyone else has. In each episode, we hear how our guests have achieved big wins and overcome adversity to deliver great customer service and CX—with a focus on how-to strategies you can use to overcome your biggest challenges, too.

Support Insights Podcast | CX & Customer Support Podcast by SentiSum SentiSum

    • Education

We share the "earned secrets" of customer experience leaders. An 'earned secret' is a unique solution to a hard problem, learned by overcoming a challenge that hardly anyone else has. In each episode, we hear how our guests have achieved big wins and overcome adversity to deliver great customer service and CX—with a focus on how-to strategies you can use to overcome your biggest challenges, too.

    Ep. 53: Proactive customer support through community building at Drift [Feat. Ben Gardner, VP of Customer Support at Drift]

    Ep. 53: Proactive customer support through community building at Drift [Feat. Ben Gardner, VP of Customer Support at Drift]

    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 involved in customer centricity and knowledge sharing.



    We'll be discussing what exactly makes up this customer community and the effects on retention and product adoption that Ben is hoping to see in the coming months as a result.



    Plus, hear Ben's advice on how to unify different departments in your organization around the central goal of customer centricity, and how this will help your overall business goals in the long-run.





    Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

    • 31 min
    Ep. 52: Reducing reply times by over 90% at Deliverr [Feat. Justin Rezende, Head of Support at Shopify Logistics]

    Ep. 52: Reducing reply times by over 90% at Deliverr [Feat. Justin Rezende, Head of Support at Shopify Logistics]

    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 calculating optimal headcount can remove the guesswork in improving client relationships - as well as the negative impact an understaffed support structure can have.

    We'll also be discussing the acquisition of Deliverr by Shopify Logistics, and how staying aligned on the goal of making commerce accessible to businesses and delivering great experiences aided the transition.

    Plus, hear Justin's advice for anyone looking to take steps to reduce their own response times.





    Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

    • 30 min
    Ep. 51: Turning Customer Support into a value centre [Feat. Thibaut Martin, CX Expert, ex-Head of CX at Otrium]

    Ep. 51: Turning Customer Support into a value centre [Feat. Thibaut Martin, CX Expert, ex-Head of CX at Otrium]

    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, while managing to reduce first response time significantly and maintaining an impressive Trustpilot score of 4.5*.

    We'll also be discussing how tying customer issues to revenue, with the help of SentiSum insights, can help generate buy-in from other departments and center their strategies around VOC, resulting in happier customers.

    Plus, hear Thibaut's advice on steps you can take to supercharge the powers in your customer support department, turning it into a true value centre for the wider business.





    Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

    • 36 min
    Ep. 50: How CS excellence connects initiatives between departments at Miro [Feat. Svitlana Gaunt, CS Excellence Team Lead at Miro]

    Ep. 50: How CS excellence connects initiatives between departments at Miro [Feat. Svitlana Gaunt, CS Excellence Team Lead at Miro]

    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 always considering customer needs when developing initiatives.

    We'll also talk about Miro's consistently high CSAT score of 97, and what Svitlana attributes this to.

    Plus, hear Svitlana's advice for anyone looking to connect initiatives to put the customer at the centre of their own organizations, and her plans at Miro for 2023.




    Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

    • 31 min
    Ep. 49: Levelling up player experience at Supercell [Feat. Tony Adams, Product Manager at Supercell]

    Ep. 49: Levelling up player experience at Supercell [Feat. Tony Adams, Product Manager at Supercell]

    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 on enabling players to get the support they need quickly without having to leave the game, means that traditional CS rules you find in other industries don't typically apply.

    Plus, hear Tony's advice on how others in the gaming industry can level up their PX, including the importance of being comfortable with change.





    Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

    • 29 min
    Ep. 48: Building specialized teams for optimal support at Figma [Feat. Emma Chipperfield, Product Support Manager at Figma]

    Ep. 48: Building specialized teams for optimal support at Figma [Feat. Emma Chipperfield, Product Support Manager at Figma]

    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 had on SLAs and CSAT

    If you're looking to optimize the structure of your support team, Emma also takes us through her advice, including how it's never too early to specialize!

    Plus, hear about how Figma encourages all teams to participate in product discovery, and how they keep the unofficial value of "Play" alive throughout the organization.    



    Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com

    • 23 min

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