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
Ticket Volume: Few hundred tickets on a daily basis
Ticket across channels: 80% Email, 10% (Twitter, Facebook, Instagram, Reddit), 10% (Google PlayStore, Apple App store
Case deflection with Answer Bot is ~5%
They have Tiered Support — Tier-1/Tier-2 (outsourced), Tier-3 (internal). 8 support employees
Metrics : First Response Time (FRT), Customer Satisfaction (CSAT), Full resolution time, Customer Request Volume
They decided to delist from Galaxy Store due to overhead of software maintenance, need for support agents to have a separate testing unit and lack of RoI in terms of users.
Chat "bots" didn’t work for them in the past but they are considering introducing live chat
Also, exploring customer communities after seeing good engagement on reddit
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
