1 hr 5 min
Episode 23: (B2B) Joshua Lory, Sr. Dir. Product Marketing, Global Services, VMware The Customer Support Podcast
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- Business
Josh is Sr Director Product Marketing, Global Services, VMware
VMware has ~500K customers & partners around the globe.
Support is seen as competitive differentiator and growth engine for VMware and that's how they decided to run Support like product team
Org structure -- Roughly 2500 folks reporting into Chief Customer Officer (Scott). 3 teams — Support (Global Support Services), Digital Services (Product + Engg + Marketing), Customer Advocacy.
Technology Stack -- Salesforce (Ticketing, Knowledge Base), IBM Watson for Machine Learning/AI, Coveo for Search
Two internally built products -- Skyline and SupportHub
Skyline -- uses telemetry information coming out of VMware products to alert customers /partners about known issues in KB, security vulnerabilities, configuration best practices etc.
Roughly 7500 customers on the service, adding roughly 1000 customers every month. Average # of tickets being filed are going down
Skyline is included in support subscription and not priced separately
SupportHub — Integrated with ticketing system. Simplifies filing experience and reduces customer effort.
AI-powered support experience e.g., routing to best engineer.
Announced at VM World 2019 in partnership with IBM Watson.
Beta with top customers.
Releasing to more customers throughout 2020.
Vast majority of tickets come from web (myvmware) / Twitter support as well (integrated with Salesforce)
Metrics: NPS (51 for Vmware, Average is around 21), CSAT, Customer Effort
Recommend listen - Delta CEO Ed Bestian keynote at CES on how they used fit bits to understand customer journey
Resources — The Obstacle is the Way by Ryan Holiday, How to Think Like a Roman Emperor, Meditations by Marcus Aurelius, Crucial Conversations
Josh is Sr Director Product Marketing, Global Services, VMware
VMware has ~500K customers & partners around the globe.
Support is seen as competitive differentiator and growth engine for VMware and that's how they decided to run Support like product team
Org structure -- Roughly 2500 folks reporting into Chief Customer Officer (Scott). 3 teams — Support (Global Support Services), Digital Services (Product + Engg + Marketing), Customer Advocacy.
Technology Stack -- Salesforce (Ticketing, Knowledge Base), IBM Watson for Machine Learning/AI, Coveo for Search
Two internally built products -- Skyline and SupportHub
Skyline -- uses telemetry information coming out of VMware products to alert customers /partners about known issues in KB, security vulnerabilities, configuration best practices etc.
Roughly 7500 customers on the service, adding roughly 1000 customers every month. Average # of tickets being filed are going down
Skyline is included in support subscription and not priced separately
SupportHub — Integrated with ticketing system. Simplifies filing experience and reduces customer effort.
AI-powered support experience e.g., routing to best engineer.
Announced at VM World 2019 in partnership with IBM Watson.
Beta with top customers.
Releasing to more customers throughout 2020.
Vast majority of tickets come from web (myvmware) / Twitter support as well (integrated with Salesforce)
Metrics: NPS (51 for Vmware, Average is around 21), CSAT, Customer Effort
Recommend listen - Delta CEO Ed Bestian keynote at CES on how they used fit bits to understand customer journey
Resources — The Obstacle is the Way by Ryan Holiday, How to Think Like a Roman Emperor, Meditations by Marcus Aurelius, Crucial Conversations
1 hr 5 min