Support Insights Podcast | CX & Customer Support Podcast by SentiSum

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community In today's episode of the Support Insights Podcast we talk to Ben Gardner, VP of Customer Support at Drift, about the recent initiative they've introduced that's taking their customer contact strategy to new levels - their customer community. Ben will be taking us t...

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community In today's episode of the Support Insights Podcast we talk to Justin Rezende, Head of Support at Shopify Logistics about how he reduced reply times by over 90% at Deliverr and the specific method he uses to calculate actual transaction time on tickets. Justin will be taking...

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community In today's episode of the Support Insights Podcast we talk to Thibaut Martin, CX expert, about his fantastic achievements as Head of CX at Otrium, and how organizations can turn the perception of CS from that of a cost centre to a value centre. Thibaut will be taking us thr...

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community In today's episode of the Support Insights Podcast we talk to Svitlana Gaunt, Customer Support Excellence Team Lead at Miro, about how the CS excellence team are ensuring the customer is always represented across different areas of the business. Svitlana takes us through ho...

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community In today's episode of the Support Insights Podcast we talk to Tony Adams, Product Manager at Supercell, about all things Player Experience in the gaming industry. With more than 10 years' experience in the gaming industry, Tony takes us through how the ways of working i...

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community In today's episode of the Support Insights Podcast we talk to Emma Chipperfield, Product Support Manager at Figma, about how she's been building out specialized teams within the support structure and the benefits of this approach. We discuss the specialized segments Emm...

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community In today's episode of the Support Insights Podcast we talk to Jeffery King and Travis Brace, Community Advocate and Customer Support Manager at Grindr, about how they've created a tagging taxonomy that allows them to quantify issues, keeping customer feedback relevant in wider...

Join the support insights community to stay up to date on new podcast episodes - sentisum.com/resources/community As we take a look back through the Support Insights Podcast episodes of 2022, we'll be taking learnings from many of our previous guests on how they structure teams, processes and reports to share VOC data in the best way. We've taken clips from this year's episodes to highlight some o...

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community In today's episode of the Support Insights Podcast we talk to Bronte Coyne, Global Senior Customer Experience Manager at Unity, about how Unity's support team has had to grow and evolve to support areas of huge growth over the last few years.  Bronte started at Unity almos...

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community In today's episode of the Support Insights Podcast we talk to Shannon Johnson, Director of Customer Support at Sprout Social, about how Shannon's background in product operations gives her a unique perspective when it comes to sharing customer support insights with product team...

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community  In today's episode of the Support Insights Podcast we talk to Clemens Behrend, ex-Global Director of Customer Support at Bitpanda, about how he harnessed AI in his support department to share insights across teams and identify customer churn risk, and what he recommends f...

In today's episode of the Support Insights Podcast we talk to Valeria Kast, Head of Merchant Support at Printify about how she's increased CSAT to 94% (and kept it there!) and drastically reduced first response times in support.  Having joined Printify during the pandemic, Valeria has spent the last 2 years creating specialised support structures and hiring procedures that have sewn fantastic...

Join the support insights community here In today's episode of the Support Insights Podcast we talk to Nick Moreton, Director of Support at Hotjar, about how his team are working in unison with the Product team to create strategies that are centred around the voice of the customer.  We'll talk about the challenges most businesses face in capturing unbiased customer feedback and implementing i...

Join the support insights community In today's episode we talk to Zack Bryson, Head of Global Customer service at Awardco, about how he enables his team to proactively look for opportunities in their support conversations to solve customer issues on a wider scale. Encouraging open communication and idea sharing with his agents means they feel empowered to look for solutions to root causes and are...

Join the support insights community In today's episode we talk to Matt Bell, Customer Care Team Lead at Too Good To Go, about how his team and the wider business are always on the lookout for opportunities to educate their customers - and Matt's previous experience as a high school teacher makes him a real expert on the topic. We'll discuss how Too Good To Go use in-app prompts to tackle common qu...

Join the support insights community - https://sentisum.com/resources/community    In today's episode we talk to Phil Thompson, Customer Support Director at Roofr, about how to promote healthy feedback within your support team. Whether that's manager to direct, peer to peer, or direct to manager - and the knock on effect this has for the team and the wider business. We'll cover what healt...

Join the support insights community - https://sentisum.com/resources/community  In today's episode we talk to Craig Stoss, Senior Operations Manager at PartnerHero, about all the opportunities companies have to make their customer experiences effortless.  Long hold times? Messy knowledge centres? Unintuitive chat-bots?  All these things cause friction to the customer and, let's face...

In this week's episode we speak to David Apple, CRO at Zingtree, about how you can harness tech to reduce your agent training time, and the benefits reduced training time can bring to both the agent and the wider business. You'll hear about how David's own early experience in a call centre role, as well as his more recent positions at Typeform, Notion and now Zingtree have given some insightful pe...

In this week's episode, we spoke to Kristy and Rebecca, Customer Service Team Lead and Customer Insights Manager at Snug, about the amazing customer community Snug have built and how that feeds in to all areas of the business. We'll hear about how Snug develop new colours, accessories, modular additions to existing products and more based on their customers' feedback to encourage an engaged commun...

Subscribe to our newsletter at https://www.sentisum.com/resources/support-insights The podcast is back!  In today's episode we introduce new host and Community Manager at SentiSum, Bryony Mulkern in a sit down with Co-Founder and CEO, Sharad Khandelwal.  We discuss the motivations that brought Sharad to develop SentiSum and the different approaches we've seen towards customer support in...

Subscribe to our newsletter at https://www.sentisum.com/resources/support-insights 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 ab...

Subscribe to our newsletter at https://www.sentisum.com/resources/support-insights 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: The classic "the customer is always right". All customers prefer dealing with a human, as opposed to a machine. You always...

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 i...

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...

Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insights 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 s...