Support Ops Simplified

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...

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.

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.

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!

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.

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.

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.

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.

Vlad Danilov of ManyChat joins us to talk about how he manages support rep load, how they use Slack as a major part of their communication and why a Messenger SaaS business are not actually trying to concentrate support in Facebook Messenger :).

Stacy Justino of Wistia joins us to talk about the best way to find support tech, how Stacy (and Wistia!) aims to make business more human and how Wistia's support algorithm that auto searches for potential churn risk.