Service Intelligence Podcast

Fred Gerhke is the former VP of Support at Bolt. Bolt is one of the fastest-growing tech companies in Europe, which initially started as a ride-hailing app and now also offers car rentals, micro-mobility, food delivery, and dark store solutions in 45 countries around the world. Fred began his customer support journey more than 15 years ago at Microsoft and has developed a unique system for hiring and developing people. In this episode, you'll hear awesome stories from Fred's career like creating business continuity plans for when a tsunami hits Japan and how he hired 200 new support people in 7 months at Bolt.

Over the years, he has built an organization of more than a thousand people and is now taking some time off to focus on his hobbies.

Jorma Laiapea spent 20 years building and leading customer support teams in the outsourcing, banking, hospitality, and fintech industries. Listen in as he shares his take on great customer support, building products, and hiring the right people for your company. For the past 2.5 years, Jorma has been backing founders who create meaningful positive impact to our lives at Limitless Impact Investments.

Former Head of Customer Support at Wise, Jorma Laiapea, shares his view on why every support ticket is a product failure.

Dana Hooshmand is the former Head of Operations (retail) at Lyft. In this episode, Dana shares his experience about building 200 support centres (Hubs) across the US and how Qminder helped him prove the ROI of face-to-face customer service.

In this episode we speak to David Griffith from Wolt - a food delivery platform operating in 23 countries and 180 cities. David is the Head of Customer Support in the Baltic region and he started his job right before the first wave of Covid-19 and the demand for food delivery took off.

Listen in as he talks about scaling his team from 20-70 people in less than a year, the importance of empathy among support personnel and using data to improve support work.

Qminder just turned 10 years old!

In this anniversary episode, we speak to Rauno Rüngas - the CEO and Co-Founder of Qminder.

Tune in to learn about Qminder's origin story, hackathons, customer stories, and improving customer experience worldwide.