Ep. 53: Proactive customer support through community building at Drift [Feat. Ben Gardner, VP of Customer Support at Drift]

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Support Insights Podcast | CX & Customer Support Podcast by SentiSum

SentiSum

54 episodes

4 days ago

We share the "earned secrets" of customer experience leaders. An 'earned secret' is a unique solution to a hard problem, learned by overcoming a challenge that hardly anyone else has. In each episode, we hear how our guests have achieved big wins and overcome adversity to deliver great customer service and CX—with a focus on how-to strategies you can use to overcome your biggest challenges, too.

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Ep. 53: Proactive customer support through community building at Drift [Feat. Ben Gardner, VP of Customer Support at Drift]

Support Insights Podcast | CX & Customer Support Podcast by SentiSum

31 minutes 1 second

2 years ago

Ep. 53: Proactive customer support through community building at Drift [Feat. Ben Gardner, VP of Customer Support at Drift]

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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 through how Drift's customer community is allowing them to offer pro-active support that gets every department involved in customer centricity and knowledge sharing.

We'll be discussing what exactly makes up this customer community and the effects on retention and product adoption that Ben is hoping to see in the coming months as a result.

Plus, hear Ben's advice on how to unify different departments in your organization around the central goal of customer centricity, and how this will help your overall business goals in the long-run.

Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com