Caffeinated

Nathan Resnick
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Exploring all things customer service at Fortune 500s, venture backed startups, unicorns, and more.

  1. 03/01/2024

    Innovating Customer Experience with Jeremy: A NumberBarn Journey

    Jeremy is an experienced professional who has spent several years working with the creators of NumberBarn, a company dedicated to building the world's largest telephone number marketplace. He worked alongside the founders in the initial stages, mainly in the voice-over IP space. Later on, as the company grew, Jeremy stepped in to further develop their operations. After spending some time in marketing, he returned to operations and has spent the last nearly four years implementing best practices and helping managers improve their skills. He finds fulfillment in working with people he respects and enjoys being part of the operations aspect of the business.

    17 min

  2. 13/12/2023

    Elevating Support Culture: Heidi Geilke Shares Insights on Team Health and Metrics

    Here are 3 key takeaways from our conversation: - Healthy teams lead to better customer service: A healthy team that communicates openly and authentically leads to improved customer satisfaction and response times. - Klaus is a game-changer for support teams: Tools like Klaus enable team members to rate and challenge each other, promoting a supportive and transparent work environment. - The human touch in customer support is irreplaceable: While AI can enhance efficiency, many customers still prefer the human connection in support interactions. Have a listen to the full episode to learn more about the evolving landscape of customer support and the role of healthy teams in driving customer happiness. If you're interested in diving deeper into these topics, feel free to reach out and connect with me on LinkedIn!  #CustomerSupport #AIinCustomerService #SupportTeamHealth #CaffeinatedPodcast

    17 min

  3. 30/11/2023

    Leveraging AI and Support Enhancements with TuneCore: Key Insights from Erica Clayton

    🔍 Key takeaways from our conversation: 1. Transitioning from support to success: Moving from a support role to a customer success role can be a natural progression, and it's all about genuinely caring for the outcome of your clients' business. 2. AI in customer support: AI tools such as Zendesk AI and Zoom virtual assistant can enhance support operations by triaging tickets, understanding customer intent, and collecting information to streamline the support process. 3. Support structure at TuneCore: TuneCore's support and success teams work closely together to provide unique experiences for artists and record labels, demonstrating the seamless integration of support and success in a B2B setup. If you want to dive deeper into these topics or learn more about TuneCore, feel free to connect with me on LinkedIn. And don't forget to check out the amazing work by TuneCore's brand marketing team on social media - it's truly brilliant! #CaffeinatedPodcast #CustomerSatisfaction #CXLeadership #SurveySolutions #AIinCustomerService

    23 min

  4. 22/11/2023

    Uncovering the Power of Guru as a Knowledge Management Platform for Customer-Facing Roles

    🌟 Here are 3 key takeaways from the episode: 1️⃣ Using our own product in our customer-facing roles has been a game-changer. It helps us provide accurate and up-to-date information to improve customer experiences. 2️⃣ Data visualization and mapping have played a crucial role in understanding usage and activation. It helps us coach teams on better product usage and provide valuable insights to customers. 3️⃣ AI is empowering us to work more efficiently, not replacing us. Features like AI-powered search and content creation are helping us find answers faster and focus on strategic tasks. If you're curious to learn more about Guru and our approach to customer success, check out the episode on Caffeinated! #customerexperience #knowledgemanagement #artificialintelligence #podcast

    18 min

  5. 14/11/2023

    Unlocking the Power of Customer Activation: Insights from Adam Hjort at Storykit

    📌 Key Takeaways from the Episode: 1️⃣ Customer Success vs. Customer Support: Understand the difference between these two roles and how customer success is more proactive, focused on driving customer success and growth, while support tends to be more reactive. 2️⃣ Activation is Crucial: In the case of my company, Storykit, the key metric for activation is when customers render videos, indicating maximum value derived from the platform. Activation plays a significant role in the health score of our customer portfolio. 3️⃣ Communication is Key: Efficiently managing product requests and future enhancements is all about effective communication. Keeping the entire team informed about feature releases and actively engaging with customer requests ensures a smoother customer journey. If you want to dive deeper into these topics or have any questions, feel free to reach out to me on LinkedIn. Let's connect and continue the conversation! #CaffeinatedPodcast #CustomerSuccess #ProductRequests #CommunicationMatters

    17 min

  6. 02/11/2023

    Unlocking the Power of Customer Feedback: The SimpleSAT Approach

    I recently had the pleasure of interviewing Elliot Fox from SimpleSAT on a new episode of Caffeinated! 🌟Takeaway 1: SimpleSAT is a web-based survey company that aims to make customer satisfaction surveys as accessible and easy to use as possible. They started by serving IT companies but have since expanded their reach to SaaS companies and wider use cases. 🌟Takeaway 2: Customer satisfaction surveys are crucial for companies to ensure they are meeting quality standards and delivering excellent service. Surveys serve as a "security tape" to identify areas of improvement and address any issues before customers reach their boiling point. 🌟Takeaway 3: SimpleSAT works seamlessly with different ticketing systems like Zendesk or Freshdesk. They listen to their customers' specific needs and offer customized solutions to align with their ideal use cases. Unlike native survey solutions, SimpleSAT focuses solely on surveys, ensuring a high-quality implementation for various use cases. Don't miss out on this insightful episode - tune in to learn more about SimpleSAT and the role of AI in customer service! Stay caffeinated ☕️ #CaffeinatedPodcast #CustomerSatisfaction #CXLeadership #SurveySolutions #AIinCustomerService

    15 min

  7. 25/10/2023

    The Power of Data in Customer Support: Insights from OLX Group's Chief Customer Officer Igor

    In this episode, Igor shares his journey of becoming a CCO and the challenges he faced while working with a large organization. Here are three key takeaways from the episode: 1️⃣ Sales and support teams are vital for business success: While sales focuses on driving revenue, support plays a crucial role in customer retention and garnering positive reviews. Communication and collaboration between these two teams are essential for a seamless customer experience. 2️⃣ Importance of local presence: In regions where OLX operates, they prioritize having local teams for customer support and sales. By understanding the local market and building relationships with customers, OLX can provide a personalized touch that global giants might struggle to achieve. 3️⃣ Data visibility empowers support teams: Igor emphasizes the significance of having complete customer information at the support team's fingertips. With real-time access to customer data, support agents can anticipate customer needs, improve productivity, and even automate certain processes. #Podcast #Caffeinated #CustomerSupport #SalesAndSupport #LocalPresence #DataVisibility #CustomerExperience #CX #OLXGroup #EpisodeRecap

    16 min

  8. 18/10/2023

    Behind the Scenes: Supporting Customers in Genomics at Singular Genomics with Guillaume

    Tune in to this episode to learn more about the world of customer care in the genomics industry. 1️⃣ Diverse Customer Base: Guillaume's team supports a wide range of customers, including large companies and academic laboratories. They provide customer care for those purchasing the G4 sequencing platform, which is a high-value investment, making their support crucial for the success of their clients. 2️⃣ Omni-Channel Support: Singular Genomics utilizes multiple communication channels, including live chat, email, and voice calls, to cater to different customer needs. While phone calls remain popular for urgent issues, email is the preferred choice for inquiries and requests. Guillaume is also exploring ways to increase live chat usage for greater accessibility. 3️⃣ Salesforce CRM: The company relies on Salesforce's CRM platform to streamline their customer care operations. With Salesforce's service cloud, their support team benefits from a unified view of customer data, enabling them to provide more personalized and efficient support. Additionally, Salesforce allows for seamless integration with other tools used in servicing and field support. 🔗 Listen to the full episode on Caffeinated to gain more insights into the fascinating world of customer success in the genomics industry. Whether you're a CX leader or simply interested in the intersection of science and customer care, this episode is a must-listen! #CaffeinatedPodcast #CustomerSuccess #Genomics #CXLeadership #Salesforce #CustomerCare #PodcastInsights

    19 min
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À propos

Exploring all things customer service at Fortune 500s, venture backed startups, unicorns, and more.

Informations

  • Création
    Nathan Resnick
  • Années d’activité
    2023 - 2024
  • Épisodes
    30
  • Classification
    Tous publics
  • Copyright
    © Nathan Resnick
  • Site web de l’émission
    Caffeinated