The Quest For Epic Customer Support

The Importance of Understanding Customer Context

It is essential for support organizations to understand the context of their business, how value is perceived in their business, and how they can continue to build the value proposition for customer support.   Declan Ivory is the Vice President of Customer Support at Intercom, where he is passionate about building and developing high-performing teams. He has had the opportunity to do this at companies such as Google, Tableau, and AWS. In this episode, Declan talks about how we can digitally transform customer support and enable humans to do their best work.   Join us as we discuss: How customer support professionals can walk into a stressful work environment and still maintain their sense of humor and evenness  How Intercom simplifies its features to have the proper engagement with its customers at whatever point they are at in their customer journey Success metrics that you should use to run your organization, and some that you would shy away from? Positioning support as a value driver, as opposed to a cost center.

Creating Memorable Experiences with Ben Winn

Whether in customer support or success, giving people memorable experiences will always keep them coming back.   Ben Winn is the Head of Brand & Community at Catalyst Software, where he leads his team to build a known and loved industry-wide brand. In this episode, Ben talks about connecting the dots between customer support, success, and marketing.   Join us as we discuss: Why confidence is such an important factor when being a customer support or success professional  A commonly held belief in customer support that companies may be getting wrong  Ben’s advice for those wanting to begin a career in customer support  Additional links: Ben’s meme website csmemes.io

Creating a Customer Friendship Platform

For too long, customer service interactions have been impersonal and transactional by nature. To counteract this, customer support teams need to build friendships with customers and create long-lasting relationships that benefit both the customer and the agent.   Mor Cohen is a Customer Success Manager at SQEPtech (previously Director of Global of Global Customer Support at Dixa). Mor has led and managed a global tech support team to achieve great relationships between customers and agents. In this episode, Mor talks about how Dixa built its success by focusing on the agent experience.   Join us as we discuss: What is a “customer friendship platform.”  What is Dixa’s customer profile, and why do their customers love the support and experience Dixa provides?  What are some of the channels that customers are contacting Dixa clients through that we might not expect?  How Dixa has built its success on focusing on agent experience

The Different Avenues of Technical Support

Although technology can answer nearly all of our problems, the future of customer support and experience lies within the human-to-human connection.  Charlotte Ward is the Head of Support at Snowplow Analytics, a behavioral data platform built to empower data teams and solve today's most complex data challenges. Charlotte is also the host of the Customer Support Leaders Chat, where she talks about customer support, leadership, and all related things.   Join us as we discuss: How Charlotte views the different lanes of technical support   Why easy access is an integral part of having good customer support  The value of having a single point of contact for each case Charlotte's advice for choosing the right tool for customer support  Where Charlotte sees the future of customer support going

Why CX Always Starts With Relationships

As CX professionals, we have to consider the future of who customers are, how they will relationally integrate with companies, and what we can do to align ourselves with this shift.   Sara Hatter is the Founder of ElevateCX, the premier event for customer support and customer experience professionals. Sara created ElevateCX to be the school for customer support, where CX professionals can learn from industry peers about trends in CX, hear thoughtful advice on growing and scaling teams, and get insight into how legacy brands are evolving their customer support solutions. In this episode, Sara talks about how customer experience and support start with relationships.   Join us as we discuss: How the rise of technology has affected customer experience professionals Why leaders view customer support as a cost center and what needs to change  What individual customer support professionals do to build their skills up