Sign up to save your podcasts
Or
Share Ep. 21: Why you should invest in support operations early [Feat. Oleg Krasnov, Head of Support Excellence at Miro] [Scale series]
Share to email
Share to Facebook
Share to X
Share to email
Share to Facebook
Share to X
Or
Ep. 21: Why you should invest in support operations early [Feat. Oleg Krasnov, Head of Support Excellence at Miro] [Scale series]
Miro was growing 300% year-on-year already—and then the pandemic hit.
The rise of asynchronous work saw an explosion in the need for their product (a virtual whiteboard and collaboration tool), even from personas they'd never seen before.
In the CS team, that meant inbound tickets grew from 2,500 per month to 2,500 per week almost overnight.
And they were seeing new questions they didn't expect, from customer segments they'd rarely come across.
In this episode of the State of Customer Service podcast, we get a masterclass from Oleg Krasnov, Miro's Head of Customer Support during the pandemic hyper-growth period.
We find out what it's like to be a leader under pressure; to have 10,000 things on your backlog; and how to get through it with clear prioritisation, processes, analytics and systems,
Key points include:
View all episodes
By SentiSumMiro was growing 300% year-on-year already—and then the pandemic hit.
The rise of asynchronous work saw an explosion in the need for their product (a virtual whiteboard and collaboration tool), even from personas they'd never seen before.
In the CS team, that meant inbound tickets grew from 2,500 per month to 2,500 per week almost overnight.
And they were seeing new questions they didn't expect, from customer segments they'd rarely come across.
In this episode of the State of Customer Service podcast, we get a masterclass from Oleg Krasnov, Miro's Head of Customer Support during the pandemic hyper-growth period.
We find out what it's like to be a leader under pressure; to have 10,000 things on your backlog; and how to get through it with clear prioritisation, processes, analytics and systems,
Key points include: