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 16: (B2B) Sanjeev Sisodiya, Vice President Customer Success, Postman
The Customer Support Podcast
58 minutes 25 seconds
6 years ago
Episode 16: (B2B) Sanjeev Sisodiya, Vice President Customer Success, Postman
Postman has 8 million registered users across 400K organizations
Freemium model but support for all users. Changed internal perspective by not calling them “free” users but users who have not derived enough value to pay for the product.
Sales Support in Bangalore
Product Support needs responsiveness and is distributed across the globe.
10 Individuals across Hawaii, Austin, Portugal, Nigeria, New Zealand, India). That helps in managing round the clock support. Also, San Francisco and Bangalore are highly competitive markets.
Customer success Team 6 people
High Responsiveness — First response time in 30min - 1hr
Annual case volume - 20K
90-95% incoming cases over email and even twitter.
10-15% break fix cases / 80% or more are How-tos.
New agent Training — 2 weeks learning the product and then they get into actual support tickets.
Technology stack: Zendesk (ticketing, knowledge), Slack, JIRA/Confluence (root cause analysis, documentation), Public issue tracker on GitHub (bugs and feature requests). Engineering more engaged there rather than support, User Community
Unique thing — all conversations are logged on to ONE SLACK CHANNEL accessible by EVERYONE in the company. Provides complete transparency to entire organization and makes support more visible.
Priorities for next year: Premium Support for Enterprise Customers, Closing the loop — cadence between support and product teams to highlight product areas that need improvement. Also, provide feedback on “supportability” of features
What would you do differently if you were to go back in time -- Hire more people and distributed earlier, Treat free users as customers from day
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
