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 22: (B2B) Ekaterina Syromyatnikova, Director Support, Wrike
The Customer Support Podcast
47 minutes 42 seconds
5 years ago
Episode 22: (B2B) Ekaterina Syromyatnikova, Director Support, Wrike
Wrike provides a SaaS platform work management — project management and collaboration
Customers are small business to enterprise level. 20K+ across 130 countries. Freemium model
60+ people in support team across Eastern Europe. Two tiered support. Majority in Tier-1. Support Ops and Documentation team part of overall support team as well
Several thousand tickets per month across email, web, live chat (paid customers only) and phone
Support tool stack: Zendesk, Guru (internal knowledge), Wrike (task management)
Friction points in Support: Integration of different customer facing systems e.g., last conversation with CSM, sales conversations etc.,
Priority for coming year - Premium support for enterprise customers / Self-service to all (agent chat is available to certain customers only today
Metrics — First Response Time (FRT), Time to Resolution, Quality of response (Customer Effort Score). Used to measure CSAT earlier — response rate was good but lacked in meaningful insights
Things to note — Support is not outsourced, opportunities for horizontal growth for support engineers
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
