Support Ops Simplified

Summatti

Weekly interviews with Support Operations Leaders with Sid Bhambani of Summatti.

  1. "Changing The World One CSR At A Time" with Matthew Caron @ OpenTable

    05/06/2020

    "Changing The World One CSR At A Time" with Matthew Caron @ OpenTable

    Matthew Caron jumped onto the Support Ops Simplified Podcast to share his journey into customer service operations, as well as sharing some of his best customer relationship strategies, and how satisfying employees can equate to more sales...

    37 min

  2. 26/03/2020

    "Beyond NPS & CSAT" with Stephen Noone O'Connor, VP at Customer Experience at Roadmunk

    Stephen Noone O'Connor, VP of Customer Experience of Roadmunk joins us in this episode of Support Ops Simplified to share his journey from sales into customer success, how Roadmunk measures customer experience and the structure of their customer success team.

    23 min

  3. 11/03/2020

    “Scaling Remote Support” with Hannah Clark Steiman, COO @Peak Support

    Hannah Clark Steiman of PEAK Support joins us in this episode of Support Ops Simplified sharing her journey how she became the COO of Peak Support, discussing also their challenges of scaling support, the metrics that Peak Support track, CSAT response rates, and how they scale their service team.

    27 min
  4. "15 Minute First Response Time" with Joelle Waksman of Samsara

    26/02/2020

    "15 Minute First Response Time" with Joelle Waksman of Samsara

    Joelle Waksman of Samsara joins us in this episode of Support Ops Simplified to discuss their top three support metrics, what they are looking to focus on in 2020 and how they reduced first response time to just 15 minutes!

    30 min
  5. "Why What We Do Matters" with Jim Isreal of Otto Motors

    12/02/2020

    "Why What We Do Matters" with Jim Isreal of Otto Motors

    Jim Isreal of Otto Motors joins us to talk about how he leads his team with the "why", interactive reports and why customer experience is king.

    38 min
  6. "Calling Unhappy Customers" with Brian Martynowicz of Login VSI

    29/01/2020

    "Calling Unhappy Customers" with Brian Martynowicz of Login VSI

    Brian Martynowicz of Login VSI joins us to talk about his customer service metrics, what he does when customers are not happy and how he transitioned through from helpdesk all the way to managing support and service.

    21 min
  7. "Cutting Response Time By 97%" with Eric Broulette of Flywheel

    30/12/2019

    "Cutting Response Time By 97%" with Eric Broulette of Flywheel

    Eric Broulette of Flywheel joins us to talk about cutting chat response time by 97%, the two core metrics that Eric tracks for customer satisfaction and what is in store for Flywheel support in 2020.

    23 min
  8. "Saving 500 Hours Per Month" with Gary McGrath of Paddle

    23/12/2019

    "Saving 500 Hours Per Month" with Gary McGrath of Paddle

    Gary McGrath of Paddle joins us to talk about how to save support reps time, how he manages two different support teams with different volumes and knowing the context that the customer is coming from.

    21 min
See All (21)

About

Weekly interviews with Support Operations Leaders with Sid Bhambani of Summatti.

Information

  • Creator
    Summatti
  • Years Active
    2019 - 2020
  • Episodes
    21
  • Rating
    Clean
  • Copyright
    © SUMMATTI 2019
  • Show Website
    Support Ops Simplified