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 17: (B2B) Kimberly Gress, Vice President Customer Success, Energage
The Customer Support Podcast
45 minutes 45 seconds
6 years ago
Episode 17: (B2B) Kimberly Gress, Vice President Customer Success, Energage
Energage initially started with product that does “Top Workplace”. Companies purchase Energage to get a better sense of the data and use that to engage effectively with employees.
Energage customers are small enterprises (50) to large enterprises (5000+ employees.). Overall 8000 customers; both paying and non-paying. Split is roughly 50/50.
Team - Roughly 7 onboarding and support team, customer education team (just starting), product services (just starting) and customer success (5 and expanding).
Technology — Case management (Salesforce), Contact Center (RingCentral), In-app education (Pendo).
Case volume — Roughly 1700 cases per month. 80% over email , Chat (15% over intercom), Phone (5% over ringcentral).
80% case volume is Tier-1 (cases that should not have been filed). Rest are Tier-2 (cases that require agents) and Tier-3 (case that require engineering to be involved).
Knowledge — prefer how-to articles more than video (text gives context quickly vs video). Knowledge creation needs to be part of case workflow (KCS — Knowledge Centered Support).
2020 Initiatives — Create a support portal, community (how to drive customers there first), knowledge management (keeping it current)
Would like to see average time per case going up which means agents are having more meaningful conversations — Metrics (Net/Gross Retention Revenue, NPS, CSAT, Customer Health Score, etc.,
Paid premier support is a good way to generate revenue for support teams (at Boomi, it had ~50% attach rate).
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
