Q&A with Customer Support Leaders from both B2B and B2C companies. Hear their perspective on challenges, opportunities and best-practices in setting up a world-class support organization.
The podcast is meant for CEOs, Chief Customer Officers, Support Leaders, Support Engineers and even vendors who sell into support.
Your host is Sandeep Jain.
Write to us at host@customersupportpodcast.com. More info: https://CustomerSupportPodcast.com
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Q&A with Customer Support Leaders from both B2B and B2C companies. Hear their perspective on challenges, opportunities and best-practices in setting up a world-class support organization.
The podcast is meant for CEOs, Chief Customer Officers, Support Leaders, Support Engineers and even vendors who sell into support.
Your host is Sandeep Jain.
Write to us at host@customersupportpodcast.com. More info: https://CustomerSupportPodcast.com
Episode 10: (B2B) Philippe Mesritz, VP Global Support Services, Khoros
The Customer Support Podcast
1 hour 2 minutes 33 seconds
6 years ago
Episode 10: (B2B) Philippe Mesritz, VP Global Support Services, Khoros
Key Insights
Unlike most B2B companies, Khoros doesn't have tiered support. Philipe says a good way to think about their support is following -- Tier-0 is the customer, Tier-1 is the support community and Tier-2 is their own support.
Khoros provides support for primarily Fortune 5000 companies and their support team is structured accordingly -- 110 people globally. Philippe has 5 functions in his team -- Program Management (Surveys etc.), Information experience (document, in-app support, community), Support Engg (backend support), Enterprise Account Support / Technical Account Management and Technical support (biggest team..almost 70 people). Customer Success is done by a different team.
Philippe believes that in charging for support separately from product subscription (as long as the support is something that customers value).
Their technology stack -- No IVR, Salesforce case management, Community (Khoros), JIRA/confluence (Engg), Squelch and Pendo.
Incoming ticket bandwidth: < 1% social , <5% phone (going down), 55% email, 45% community case portal. Philippe's talks about why email is so high for them.
How to make communities successful: 1/ Provide a reason for customers to go to community ("whats in it for me?". 2/ Customers need to feel that they “own” part of the community (using gamification to encourage peer responses). 3/ Ubiquitous (insert community in blog posts, marketing newsletters etc.).
Chatbots can be successful only to the extent that they are option-based or workflow-based.
How best to organize documentation teams around the concept of Information Experiences (IX)
Next-gen support will be smooth, low-effort, predictive.
The Customer Support Podcast
Q&A with Customer Support Leaders from both B2B and B2C companies. Hear their perspective on challenges, opportunities and best-practices in setting up a world-class support organization.
The podcast is meant for CEOs, Chief Customer Officers, Support Leaders, Support Engineers and even vendors who sell into support.
Your host is Sandeep Jain.
Write to us at host@customersupportpodcast.com. More info: https://CustomerSupportPodcast.com
