October 16, 2020

Ep. 4: Alice Godfrey, common challenges in fast-growing companies, CS lessons from complex industries, and why customer support should not be undervalued

41 minutes

This week we interview Alice Godfrey, the founder of Bloomic.‍

Before founding Bloomic, Alice was Head of Support at the fast-growing health technology startup, Zava, where she lead four teams that serviced six countries.

While at Zava, she learned the best practice for overcoming the challenges of scaling a support team while your customer base is rapidly growing.

She's narrowed the core difficulties down to three:

Training: It's hard to hire and onboard lots of staff in a very short amount of time.

Leadership: It's likely that you once had just one customer support agent who now leads the team. That's a challenge for anyone, but especially so in customer support.

Policy: When you grow naturally, you forget to formalise it. To stop an overwhelm that impacts your customers, you need proper policy in place.

We deep dive these topics and much more, hearing stories from complex CS environments like healthcare, and Alice's tips for creating a happy customer and a happy customer service team.

This podcast is powered by SentiSum, a SaaS platform that helps you get to the root cause of customer pain. Our customer analytics software turns qualitative customer data from support chats, email, NPS and surveys into quantitative insights that improve product and operations.

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By SentiSum

October 16, 2020

Ep. 4: Alice Godfrey, common challenges in fast-growing companies, CS lessons from complex industries, and why customer support should not be undervalued

41 minutes

This week we interview Alice Godfrey, the founder of Bloomic.‍

Before founding Bloomic, Alice was Head of Support at the fast-growing health technology startup, Zava, where she lead four teams that serviced six countries.

While at Zava, she learned the best practice for overcoming the challenges of scaling a support team while your customer base is rapidly growing.

She's narrowed the core difficulties down to three:

Training: It's hard to hire and onboard lots of staff in a very short amount of time.

Leadership: It's likely that you once had just one customer support agent who now leads the team. That's a challenge for anyone, but especially so in customer support.

Policy: When you grow naturally, you forget to formalise it. To stop an overwhelm that impacts your customers, you need proper policy in place.

We deep dive these topics and much more, hearing stories from complex CS environments like healthcare, and Alice's tips for creating a happy customer and a happy customer service team.

...more

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Ep. 4: Alice Godfrey, common challenges in fast-growing companies, CS lessons from complex industries, and why customer support should not be undervalued

Ep. 4: Alice Godfrey, common challenges in fast-growing companies, CS lessons from complex industries, and why customer support should not be undervalued