The Customer Support Podcast

Sandeep Jain
  • 5,0 (5)
  • KINH DOANH
The Customer Support Podcast

Q&A with Customer Support Leaders from both B2B and B2C companies. Hear their perspective on challenges, opportunities and best-practices in setting up a world-class support organization. The podcast is meant for CEOs, Chief Customer Officers, Support Leaders, Support Engineers and even vendors who sell into support. Your host is Sandeep Jain. Write to us at host@customersupportpodcast.com. More info: https://CustomerSupportPodcast.com

  1. Episode 24: (B2B) Abhay Solapurkar, VP Global Success & Support, SkyHigh Networks (McAfee)

    14/03/2020

    Episode 24: (B2B) Abhay Solapurkar, VP Global Success & Support, SkyHigh Networks (McAfee)

    SkyHigh Networks (Acquired by McAfee) is a CASB vendor serving roughly 600 customers (Fortune 1000 and enterprises) Tierless support organization Roughly 70 engineers worldwide organized in  pods of technology excellence. Overall McAfee has 800+ Tech Support professionals Support team sits with engineering and cloud ops Customer Success Managers do consultative work (not comped on renewal)  Big shift in Support has come due to  “Cloudification”  Important to focus on overall customer experience rather than on an individual metric like first response time etc.  Robust certification process for new employees Technology stack - Consolidated with Salesforce, Financial force (professional services), tight integration with JIRA, Inquira (Knowledge Management), Exploring Chatbots (Aisera - doing pilot on consumer side for how-to cases). Support app for customers Incoming cases - 98% (email and web), 2% (phone) How-to/Break-Fix Split - For on-prem (30/70), cloud (10/90) Recommended Read - Good to Great by Jim Collins

    39 phút
  2. Episode 23: (B2B) Joshua Lory, Sr. Dir. Product Marketing, Global Services, VMware

    06/01/2020

    Episode 23: (B2B) Joshua Lory, Sr. Dir. Product Marketing, Global Services, VMware

    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 giờ 5 phút
  3. Episode 22: (B2B) Ekaterina Syromyatnikova, Director Support, Wrike

    31/12/2019

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

    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).

    48 phút
  4. Episode 21: (B2B) Adam Rypinski, Sr. Dir. Digital Experience & Automation, Juniper Networks

    06/12/2019

    Episode 21: (B2B) Adam Rypinski, Sr. Dir. Digital Experience & Automation, Juniper Networks

    "Single pane of glass for simplistic support is missing" Adam’s team is responsible for support operations  Customers — Traditionally sold products to Service Providers but now sell to a lot of enterprises globally Support Organization— Primary JTAC (Juniper Technical Assistance Center) — outsourced Level-1 support , Advanced TAC (Level-2/3 Support), Advanced Services, Resident Engineers, Named Engineer(s), Customer Care for administrative support, Customer Success (just starting). Teams are primarily global. Roughly 1200 people. Tier-1 /outsourced is roughly ~500. Support Tech stack — Moving over to Salesforce ServiceCloud (ticketing, community). Search is Coveo. Believe in Buy (vs build). Mobile App is desired by missing Incoming tickets — 75%+ over web, no email Case deflection — Roughly 80% cases closed by Tier-1  Self-service — current channels requires effort and time on part of customer. Single pane of glass for support is missing Chatbots — Trying out Salesforce bot for transactional support (update on case, re-send welcome email letter for subscriptions etc.) AI/ML — lot of technologies (including open source) out there. Planning to use chatbot for transactional queries. Metrics — MTTR is #1 target. Efficiency for internal Support as well Support has changed dramatically over years — people want answers and solutions lot faster. Support channel is now mobile Resources — Customer Success by Nick Mehta, Start with Why by Simon Sinek, Look at More by Andy Stefanovich

    45 phút
  5. Episode 20: (B2B) Patty Hatter, SVP Global Customer Services, Palo Alto Networks

    03/12/2019

    Episode 20: (B2B) Patty Hatter, SVP Global Customer Services, Palo Alto Networks

    Key metric for Services organization (from a SaaS perspective) is Renewal Patty leads Global Services Organization — Support, Professional Services and Success Palo Alto is going through a huge transformation  from a hardware company to more of a SaaS company. Partners going through transformation as well Huge focus on direct education to customers and even educating  partners SaaS changes entire customer journey from pre-sales to post-sales — handoff is even more critical Clear customer journey map is needed to do this handoff properly Self-service and machine learning are big themes in services We need to take “outside-in” view of our customers Need to stitch together experience across all teams (support, success and professional services) in a seamless way Key Metrics — renewal Suggested resources — Everything Reid Hoffman :)

    33 phút
  6. Episode 19: (B2B) David Tirazona, Vice President Global Support Operations, Netskope

    14/11/2019

    Episode 19: (B2B) David Tirazona, Vice President Global Support Operations, Netskope

    “When a customer files a ticket, there is a fault in your product or training” Netskope customers are across different verticals — government, financial services, healthcare, retail, tech All support is provided directly by the company; no channel support Global support with 3 centers - Bangalore, Santa Clara, London Support team has two main components — Support and Small tools/infrastructure ops team (roughly 60 people). Customer success is a different team.  Case volume — 1500/1600 (includes support pre-sales as well). 90%+ is over email/web. Phone is very less.  Cases are split following way — 55% How-tos, 45% Break-fix Tool stack - centered around Zendesk (customer portal, knowledge) Priority for 2020 — contact center (five9 etc.), messaging/chat, mobile app. Essentially any tech that elevates customer experience Focus on simplicity, usability and supportability What would you do differently if you were to rewind the clock — invest more in self-service and mobile experience Knowledge — Support team writes articles but goes for review through technical documents. Right now knowledge is text-based, some micro-videos Metrics — Northstar metrics are First Response Time, Resolution Time, Break-fix issue containment (vs going to Engg), agent productivity Agent Productivity — measure # of issues closed per week/month along with CSAT Netskope has Product Experience Engineering Team — very small team that focuses on this aspect Zendesk categories (products/class of issues) etc.  are currently selected by a drop-down menu; would be good to have that automated Differentiating factor in SaaS is not the product but the kind of support you provide to your customers Resources — Radical Candor, Good to Great, Leadership Pipeline, Can’t Hurt Me. Podcasts — a16z, masters of scale

    46 phút
  7. Episode 18: (B2B) Matt Dale, Vice President Customer Support, Illuminate Education

    11/11/2019

    Episode 18: (B2B) Matt Dale, Vice President Customer Support, Illuminate Education

    Illuminate offers several products for teachers, administrators, school districts and for parents Primary folks calling in are administrators Illuminate recently had a 5-way merger and had to integrate several ticketing systems — shared inbox, multiple Zendesk instances, Freshworks, Servicecloud. Done by a 3rd party — Import2.com Incoming tickets — several thousand a month. Volume is double during back to schools months (Aug/Sep/Oct) Matt leads the Support Team which  is part of overall Services Team (Support, Success, Implementation, Migrations, Data Team, L&D) Support Team has 3 directors (focused on different products) Incoming ticket split over channels— Phone - 60% , Email/Web - 40% (rolling out chat as 3rd channel). Focus area -- How to reduce volume on phone (its expensive) and move it to chat or do deflection Support Tech — Centered around Zendesk (ticketing, chat, community ,help), Phone (Talk desk), Maestro QA (evaluate agents work). Big believers in “incremental improvement” Maestro QA — Connects to the ticketing system. Used to grade agents. Manually set certain criteria (people/tickets you want to grade, set certain questions) and then reviewed by human graders Challenge — Running reports across systems like  Salesforce, Netsuite, Zendesk, JIRA  is a challenge. Existing integrations are basic and don't help “No one wants to call support. How can we provide frictionless environment” Products are very customizable and many questions are unique, specific nuances that are not covered by generic help docs. We need to understand the context of customer and case so that our agents can provide prompt service Knowledge Management — Analyze user queries and understand what help docs are being used the most and use that as baseline for up dating knowledge. Roughly 3000 help docs across all systems Top priorities for 2020 — Want to build a tiered support system, revamping help docs, Live agent chat Learning Management System (LMS) — Both for agents and customers i.e., agent on-boarding (human intensive and not only content from general LMS, but also about Zendesk, support style etc.). Customer training — they had in-person train-the-trainer model earlier but that didn’t scale. Focus in shifting to put training in LMS and use that to train the trainer Key Metrics — First reply time & Total resolution time (indicates backlog especially during busy season). Common ones — CSAT etc. Prefer actionable insights e.g., automatic email being sent to agents that gives them actionable data about how they did in a certain period Recommendation of resources in Support — HelpScout Blog (content on Support is really good), Support Driven Community, Radical Candor, The Goal

    52 phút
  8. Episode 17: (B2B) Kimberly Gress, Vice President Customer Success, Energage

    17/10/2019

    Episode 17: (B2B) Kimberly Gress, Vice President Customer Success, Energage

    Energage initially started with product that does “Top Workplace”. Companies purchase Energage to get a better sense of the data and use that to engage effectively with employees. Energage customers are small enterprises (50) to large enterprises (5000+ employees.). Overall 8000 customers; both paying and non-paying. Split is roughly 50/50. Team -  Roughly 7 onboarding and support team, customer education team (just starting), product services (just starting) and customer success (5 and expanding). Technology — Case management (Salesforce), Contact Center (RingCentral), In-app education (Pendo). Case volume — Roughly 1700 cases per month. 80% over email , Chat (15% over intercom), Phone (5% over ringcentral). 80% case volume is Tier-1 (cases that should not have been filed). Rest are Tier-2 (cases that require agents) and Tier-3 (case that require engineering to be involved). Knowledge — prefer how-to articles more than video (text gives context quickly vs video). Knowledge creation needs to be part of case workflow (KCS — Knowledge Centered Support). 2020 Initiatives — Create a support portal, community (how to drive customers there first), knowledge management (keeping it current) Would like to see average time per case going up which means agents are having more meaningful conversations — Metrics (Net/Gross Retention Revenue, NPS, CSAT, Customer Health Score, etc., Paid premier support is a good way to generate revenue for support teams (at Boomi, it had ~50% attach rate). Chatbots — curious but not part of 2020 plan. Resources: Podcasts - Helping Sells Radio, Revisionist History

    46 phút
Xem tất cả (24)

    5
    /5
    5 Xếp hạng

    Giới Thiệu

    Q&A with Customer Support Leaders from both B2B and B2C companies. Hear their perspective on challenges, opportunities and best-practices in setting up a world-class support organization. The podcast is meant for CEOs, Chief Customer Officers, Support Leaders, Support Engineers and even vendors who sell into support. Your host is Sandeep Jain. Write to us at host@customersupportpodcast.com. More info: https://CustomerSupportPodcast.com

    Thông Tin

    • Nhà sáng tạo
      Sandeep Jain
    • Năm hoạt động
      2019 - 2020
    • Tập
      24
    • Xếp hạng
      Sạch
    • Bản quyền
      © Sandeep Jain
    • Trang web chương trình
      The Customer Support Podcast

    Nội dung bị hạn chế

    Không thể phát tập này trên web ở quốc gia hoặc vùng của bạn.

    Bạn cần đăng nhập để nghe các tập có chứa nội dung thô tục.

    Luôn cập nhật thông tin về chương trình này

    Đăng nhập hoặc đăng ký để theo dõi các chương trình, lưu các tập và nhận những thông tin cập nhật mới nhất.
    Chọn quốc gia hoặc vùng

    Châu Phi, Trung Đông và Ấn Độ

    Châu Á Thái Bình Dương

    Châu Âu

    Châu Mỹ Latinh và Caribê

    Hoa Kỳ và Canada