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In today's interview we caught up again with Aiste Sobutiene, customer support director at Vinted to discuss the incredible process they've built to encourage active, two-way communication between their product and customer service teams.

Through an innovative three step communication model, which you'll hear all about today, the Vinted team have made easier to make sure feedback is constant, everyone feels heard, and better product and user experience's are built.

There's so often a communication gap between those two teams, both of which ultimately want the same thing. In this episode, we hear a ton of best practices, tactics and techniques for bringing the teams together to provide the best customer experience possible.

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In today's interview we sit down with the brilliant Aistė Sobutienė, the customer support director at Vinted.

Together, we tackle three of the most common myths in the customer service world:

Aiste gifted us with a fresh perspective on these, with some ideas that may surprise you.

In this episode with Iman Safari of Interflora, we explore what it means to have a customer service DNA. We hear how to build one and how to reduce the dreaded "cost-centre thinking".

We answer these questions in the episode: What is a customer service culture? How does Iman get agents to live and breathe the culture? What does Iman say to his agents to convince them why a strong culture is important in customer service? How did Iman build a customer service culture at Interflora? Why don't senior management think customer service is central? Why is there a mismatch between CS leaders and C-suite Where does cost centre thinking originate? Why does it lead to bad customer service? Why average handle time and time between calls should not be an important KPI and why you should never tell your employees to rush. Why you should measure your team as a team, not as individuals, and why 'employee of the month' is an old way of thinking. How can you decrease average handle time in a way that’s positive for the customer? How important is technology for the customer service culture?

Today we’re focusing on one of the most important topics in customer service: your team.

Customer service is known for being tough work and the agents themselves are on the frontline dealing with the brunt of unhappy customers, and many see it as a short term job opportunity.

In that environment, your internal culture goes a long way toward creating a happy environment where employees want to stay for the long term. If we’re going to change the narrative around customer service as a strong career opportunity, we need to start by empowering agents with the right tools and authority to do a great job and deliver a great customer experience.

This is an extra special episode because we’re hearing short clips from 6 different customer service leaders, taken from our backlog of episodes. 

It’s telling that so many of our guests have talked about the importance of empowerment, and in this episode, we’ll hear all about why it’s important and what you can do to better empower your agents today.

Who are the guests?

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In this episode of Support Insights, we catch up with Fabrice Dowling the Global Head of Customer Care at HeliosX.

HeliosX is a group of healthcare brands (Dermatica, MedExpress, PharmacyLab) that run different business models and, as a result, have very different approaches to customer service.

Having seen exponential growth during the pandemic, Fabrice was tasked with organising and optimising a customer service department that spans the three brands.

Sounds complicated, right?

In the interview, Fabrice shares with us the challenges of setting up multi-brand support.

We cover the metrics, tones of voice, quality assurance, influencing leadership, and building a strong team culture.

There's a lot to learn in this episode for anyone interested in improving their CS division, especially those looking for a blueprint while their company acquires or expands service lines.

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This week, Dimple Pattani, the Head of Frontline Customer Support at GoCardless joins me to talk about team culture.

GoCardless has grown rapidly in the last few years, adding a ton of new people to the team and significantly increasing ticket volume.

In the episode, Dimple explains the elements of a strong team culture, the core values, ways of working and management styles that have allowed her team to be high performing and efficient as they scale up.

You'll learn:

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This week on the podcast, I’m catching up with Svitlana Gaunt, the Customer Experience Operations Lead at Otrium.

Otrium is the fastest growing startup in the Netherlands and they raised $130m in March this year to accelerate the international expansion of their online fashion outlet marketplace.

In this episode, you’ll hear about how Svitlana and the Otrium team successfully set up a brand new outsourcing provider and ensured they delivered on Otrium’s expectations of premium quality customer service.

We get tips on motivating an outsourced team, instilling your culture even when you cant meet in person, and how best to communicate clear expectations.

If you listen through to the end you’ll get to hear a great definition of high-quality customer service and some tips on maintaining a customer-centric culture as you scale up.

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This week, we welcome Luis Pinto, Director of Customer Experience at Remote.com onto the show.

Remote has just raised a $150m Series B funding round and is growing exponentially. By the end of 2021, Luis alone will have added a further 60 customer success, customer service and CX professionals to his team.

In this episode, we deep dive into best practices for hiring, onboarding and retaining new team members. This is no easy task in normal times, but in a 100% remote company (like Remote.com) that's scaling quickly, the challenge is multiplied.

We'll hear all of Luis' learnings and how he's approaching the problem.

We cover:

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This week, we welcome a customer of ours onto the show. This episode is with Joe Quinlivan, Head of Customer Care at Gousto.

Gousto has grown to household name status in the UK, serving 25 million recipe boxes to customers each quarter. During the 7 years Joe spent at Gousto, his team has built one of the most efficient, empowering customer care teams in existence—and they've won the European Contact Centre of the Year Awards two years running for it. 

In this episode, we learn:

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In this episode of the Support Insights podcast, we caught up with Emma Sopadjieva, Head of CX Analytics at ServiceNow (ex-Eventbrite and Medallia).

Emma's role at ServiceNow is "90% influence, and 10% data"—a description that resonates, I bet, with everyone who works in customer experience.

In this episode, we dive into what it takes to drive customer experience improvements in a business. From aligning CX metrics with other departments KPIs to demonstrating a clear ROI of investing in CX, this episode is a masterclass on influencing customer-centric change at a large company.

You'll find out:

1. The best structure of a CX department for a customer-centric culture.

2. How to prove that your company should invest in customer experience.

3. Why NPS is useful, but the drivers of NPS are what's most interesting.

4. How Eventbrite leverages customer support conversations to drive product improvements.

5. Why you should invest in text and sentiment analytics tools to run real-time analytics projects that REALLY influence decisions.

6. Why democratising customer feedback is critical to successful customer-centricity.