Decoded by Threado AI

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Decoded by Threado AI

Welcome to Decoded by Threado where we chat with founders, support and community leaders. We talk about how to do great customer/community support at the intersection of AI, unpack unconventional methods to do support and community building. Together, we dissect, decode, and dive deeper into how they had successfully built stellar teams before and/or building them now. We are building an exclusive community for founders, support and community leaders. Join - https://www.threado.com/community

  1. OCT 8

    Building a Cohesive Support Team with Hannah Millar

    In this episode of Decoded by Threado AI, we interview Hannah Millar, a seasoned leader in customer support with over two decades of experience. They discuss the evolution of customer support, the impact of AI, the importance of team dynamics, and the integration of support insights across organizations. Hannah shares her journey, insights on key performance indicators, and strategies for maintaining work-life balance in a demanding field. The conversation concludes with rapid-fire questions that highlight Hannah's perspectives on the future of customer support.

    35 min
  2. Reimagining Customer Support: AI Implementation, Inclusive Hiring, Remote Collaboration w Rachel Wu

    SEP 16

    Reimagining Customer Support: AI Implementation, Inclusive Hiring, Remote Collaboration w Rachel Wu

    Meet Rachel Wu, Senior Manager of Technical Support at Iterable. With over a decade of experience, she's navigated everything from software engineering to retail sales before landing in customer support. Her journey may seem unconventional, but it’s this blend of skills that makes her a standout in the field. In the video, Rachel dives deep into the essence of customer support - how it's all about solving problems, building relationships, and keeping things personal. She highlights the importance of premier support, where agents become more than just problem solvers. They’re partners who deeply understand customers' businesses, making interactions more seamless.

    40 min
  3. AI in CS: Integrations, Data Security, & Real Impact | Bianca Ker, Sr. Director CS, Sprout Social

    SEP 16

    AI in CS: Integrations, Data Security, & Real Impact | Bianca Ker, Sr. Director CS, Sprout Social

    Decoded by Threado AI

    48 min
  4. Giulio Castiglioni - Building multi cultural remote support teams

    MAY 10

    Giulio Castiglioni - Building multi cultural remote support teams

    🤙 About the guest - Giulio is the Customer Care Director at Playtomic. He has spent years building and managing multicultural teams for both B2B and B2C customers.  🤙 Timestamps - 00:00 - Introduction and Background06:30 - Overview of Playtomic09:28 - Common customer queries11:09 - Achieving a high CSAT score15:14 - Building and managing a multilingual team21:20 - Team alignment and communication26:00 - Evolution of technology in customer support27:10 - The role of AI in customer support29:00 - Challenges and implementation of AI in customer support31:24 - The future of customer support33:06 - Changing roles in customer support34:41 - Hiring and building a support team43:27 - Challenges of a remote and multilingual team48:03 - Advice for support leaders 🤙 Where to find Giulio - https://www.linkedin.com/in/giulio-castiglioni/

    50 min

  5. MAY 1

    Kallen Bakas - Are remote support teams the future? Lessons from Airbase's Director of Support

    🤙 About the guest - Kallen is the Director of Support at Airbase. He has over a decade of experience in building  and managing customer support teams, especially in B2B SaaS companies    🤙 Timestamps03:06 - Challenges and benefits of remote support 08:47 - Unique challenges of customer support for procurement and finance teams 12:22 - Categorizing customer support levels 14:00 - Philosophy and approach to customer support 20:47 - Value and limitations of AI in customer support 25:25 - Implementing AI: Focus on goals and use cases 31:11 - Customer feedback and agent assist 35:37 - Improving customer service experience 37:07 - Using AI for Data Analysis 40:09 - Building and developing a support team 45:36 - Building trust and team culture in a remote environment 47:13 - Communication and information flow in a remote team 51:20 - Tools and practices for remote team collaboration 53:16 - Advice for customer support leaders 🤙 Where to find Kallen - https://www.linkedin.com/in/kallen-bakas-8428b850/

    56 min

  6. JAN 19

    Brittany Ferguson - Leading and scaling support teams in the age of AI!

    🤙 About the guest - Brittany is a seasoned customer support leader with over a decade of experience. She's held support leadership roles at companies like Brio Systems, Nerd Fitness, and Fracture. She's also been the director of event operations at Support Driven. 🤙 Timestamps - 01:41 - Brittany's serendipitous journey 03:47 - Her early experiences in marketing and journalism 05:17 - The inverted pyramid framework to leading more efficient teams07:19 - Evolution of a support team from a leader's perspective11:30 - The nuances of e-commerce support14:37 - Avoiding burnout as a support leader17:34 - Challenges of a support leader 22:33 - Selecting the right tools for your team27:28 - The evolution of AI in support37:19 - How support leaders should ramp up their skills with the changing times43:24 - Advice for people starting in the support space46:50 - The rapid-fire segment 🤙 Where to find Brittany - https://www.linkedin.com/in/fergusonbrittany/

    50 min
  7. Neal Travis - Understanding the two-by-two matrix of the customer support landscape!

    JAN 8

    Neal Travis - Understanding the two-by-two matrix of the customer support landscape!

    🤙 About the guest - Neal Travis is the creator and host of Growth Support and is creating a resource library for support professionals across the globe. He is also a support leader at the Academy to Innovate HR.   🤙 Timestamps 00:47 - Neal's introduction02:38 - The evolution of the customer support landscape over the years04:18 - Neal's philosophy in delivering great customer support06:14 - The two-by-two matrix of the support landscape08:24 - Role of support ops10:16 - AI in support ops13:25 - How can support and product teams work in collaboration16:55 - Best practices for support leaders18:58 - Remarkable interactions with support leaders21:11 - Best practices for remote support teams23:20 - Metrics for measuring success of support teams25:40 - What do support leaders think of AI29:01 - Apprehensions of using AI in customer support30:24 - Evolution of the skillsets for people working in support32:31 - Tech stack for today's support teams34:58 - Recent trends and observations in customer support39:50 - Predictions for customer support in 2024 🤙 Where to find Neal - https://www.linkedin.com/in/neal-travis/

    41 min
  8. Dave Chapman - How to build a proactive customer support team

    JAN 3

    Dave Chapman - How to build a proactive customer support team

    🤙 About the guest - Dave Chapman is a Senior Customer Advocate at Buffer. He has been with Buffer for nearly a decade now. He works at the intersection of tech, social media and marketing and focuses on work culture, product management, communication and wellness. He has also worked at Apple Retail and has been an Osteopath in the past.  🤙 Timestamps  00:54 - Dave's journey till now02:03 - Transition to Buffer08:51 - Evolution of Dave's role at Buffer11:29 - Buffer's approach to customer advocacy14:25 - Intersection of a support community and customer advocacy17:50 - How to be more proactive in customer support24:42 - Anecdotal insights from Dave's experience at Buffer26:48 - Memorable interactions with customers29:48 - Doing things that don't scale32:23 - Metrics to define the performance of support teams36:09 - Role of AI in customer support40:18 - Suggestion for support leaders to look at support beyond just like a cost centre44:35 - Integrating support team's feedback in the product roadmap46:57 - Remote work in customer support - pros and cons50:46 - Tips for support leaders 🤙 Where to find Dave - https://www.linkedin.com/in/davechapmanuk/

    54 min
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About

Welcome to Decoded by Threado where we chat with founders, support and community leaders. We talk about how to do great customer/community support at the intersection of AI, unpack unconventional methods to do support and community building. Together, we dissect, decode, and dive deeper into how they had successfully built stellar teams before and/or building them now. We are building an exclusive community for founders, support and community leaders. Join - https://www.threado.com/community

Information

  • Creator
    Threado
  • Years Active
    2023 - 2024
  • Episodes
    49
  • Rating
    Clean
  • Copyright
    © 2023 Threado Inc
  • Show Website
    Decoded by Threado AI

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