Support Insights Podcast | CX & Customer Support Podcast by SentiSum

Ep. 20: How Loom tackled contact rate while scaling to 10m users [Feat. Lauren Cunningham, Senior Support Ops & Strategy Lead, Loom] [Scale series]

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This week's guest is the incredible Lauren Cunningham, Senior Support Ops & Strategy Lead at Loom.

In Lauren's 2.5 years at Loom, the company went through a mind-blowing growth period—from 700,000 to 10,000,000 users.

For the customer support team that meant dramatically rising requests and issues to handle.

Over the period, Lauren and the Loom team used a number of tactics to reduce the percent of customers contact support from 4% to 1%.

For example:

  • They built out a high-quality help centre, and viewership increased from 1 million per quarter to 3 million.
  • Their web-app automation served 350,000 answers before tickets got created.
  • Their chatbot reduced ticket volume by 15-20%.
  • They used Loom's own product to deliver fast and personalised customer communications.
  • They leveraged support insights to drive product improvements.

    • And, the best bit?

    The Loom team prioritised customer experience, not ticket deflection, and their CSAT scores remained high.

    In this episode, we also chatted about support insights and Loom's product-feedback loop.

    So if you love customer insights like we do, listen until the end to hear how and why Loom shares support insights across the company.

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    Support Insights Podcast | CX & Customer Support Podcast by SentiSumBy SentiSum