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 15: (B2B) Francoise Tourniaire, Founder FT Works (Support Consulting)
The Customer Support Podcast
57 minutes 41 seconds
6 years ago
Episode 15: (B2B) Francoise Tourniaire, Founder FT Works (Support Consulting)
Key Insights
When do support leaders reach out to you — when they are in trouble (slightly less than 50%) e.g., customers are dissatisfied, leaving or complaining, support attrition etc., and when they are not in trouble (rest) — move towards strategic thinking, agent soft skills training etc.
Customer Success needs to be advisory and not quota-carrying (almost all SaaS companies have Customer Success function, though most on-prem companies are still thinking about it)
Metrics — More than half companies measure NPS. Focus needs to be on strategic metrics like customer retention (besides tactical metrics like CSAT etc.)
CES (Customer Effort Score) — Issue is following: Do customers know what they are being asked? What to do if the customer says if it was difficult?
Agent Productivity — Comes up all the time. Productivity is usually defined as cases/agent whereas it should be customers support/agent (# of cases is irrelevant).
Support Agents screen is “terrifying”... at least 12 applications. Disconnected and best-of-breed applications!
Chatbots - See a promise due to improvements in AI/ML but still need to see an actual working instance.
Communities - They are more of “doing support in public” but not so much peer-to-peer.
AI in Support - predict when escalation may happen, doing automatic quality audits etc.
Agent Training - Recommendation: Don’t train in isolation. Have agents work on cases very early on.
Case Assignment — Done by usually a person instead of automatic (AI can help here)
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
