Neal Travis - Understanding the two-by-two matrix of the customer support landscape!

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Decoded by Threado AI

Threado

49 episodes

9 months ago

Welcome to Decoded by Threado where we chat with founders, support and community leaders. We talk about how to do great customer/community support at the intersection of AI, unpack unconventional methods to do support and community building. Together, we dissect, decode, and dive deeper into how they had successfully built stellar teams before and/or building them now. We are building an exclusive community for founders, support and community leaders. Join - https://www.threado.com/community

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Entrepreneurship

Business,

Marketing

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Neal Travis - Understanding the two-by-two matrix of the customer support landscape!

Decoded by Threado AI

41 minutes

1 year ago

Neal Travis - Understanding the two-by-two matrix of the customer support landscape!

🤙 About the guest - Neal Travis is the creator and host of Growth Support and is creating a resource library for support professionals across the globe. He is also a support leader at the Academy to Innovate HR.

🤙 Timestamps
00:47 - Neal's introduction
02:38 - The evolution of the customer support landscape over the years
04:18 - Neal's philosophy in delivering great customer support
06:14 - The two-by-two matrix of the support landscape
08:24 - Role of support ops
10:16 - AI in support ops
13:25 - How can support and product teams work in collaboration
16:55 - Best practices for support leaders
18:58 - Remarkable interactions with support leaders
21:11 - Best practices for remote support teams
23:20 - Metrics for measuring success of support teams
25:40 - What do support leaders think of AI
29:01 - Apprehensions of using AI in customer support
30:24 - Evolution of the skillsets for people working in support
32:31 - Tech stack for today's support teams
34:58 - Recent trends and observations in customer support
39:50 - Predictions for customer support in 2024

🤙 Where to find Neal - https://www.linkedin.com/in/neal-travis/