Support Ops Simplified

Eitan Pick of Lumen joins us to talk about what keeps Eitan up at night (HINT: it's everything!), why Eitan now thinks holistically, not individually about KPI's and B2B Vs B2C CSAT response rates.

Brittany Naylor of Evernote joins us to talk about the best way to find support tech, what Brittany learnt from technical support at Apple and Evernote's support algorithm that auto searches for potential churn risk.

Ryan Steinberg of Intercom joins us to talk about why people don't care about your gift cards, how support agents could game their CSAT scores and analysing negative CSAT scores by service or product issues.

Nicholas Martin of Harry's, Inc. joins us to talk about how Harry's came about, how they reach out to customers before they need support and solving issues three months in advance.

Peter Muir of Dejero joins us to talk about his time in support at Blackberry, Dejero's support tech stack and the intersection between Dev Ops and Support.

Theo Panaritis of Workable joins us to talk about building internal relationships, why technology doesn't matter and how his marketing experience helps in support.

Rob Holcombe of Canopy Tax joins us to talk about empowering agents, their NPS survey completion rates and shortening time to resolution.

Sushila Sahay of Lightbend joins us to talk scaling customer experience, Lightbend's support tech stack and when to introduce a customer success manager into the sales process.

Chris Escobar of Planet Fitness joins us to talk about managing executive stakeholders, company culture and AI's role in support.

Craig Stoss of Artic Wolf Networks joins us to talk pro-active support, where support is heading in the next 10 years and how he measures NPS.