Key Insights
o David introduced terminology — “Rep-first” and “Rep-experience” i.e., Focus on hiring and creating the best experience for agents in terms of giving them full knowledge about your product (especially the bad stuff).
o Don’t mix commercial aspects (renewal, upsell) into customer “success”. Just let them focus on on-boarding, adoption and value add.
o Tools — Completely on Zendesk stack. For data insights, use Zendesk Insights and Google Data Studio.
o Chatbots — not ready yet for primetime even for B2C.
o Metrics — David said something very interesting here. “I tell my agents that don’t think about the queue, its my problem. You focus on quality and answering right and answering good”. In summary, David measures himself on request-to-wait and his agents on CSAT, and one-touch resolution.
o NPS — hit or a miss because customer is not necessarily rating just the support. David uses NPS, CSAT and monthly interviews with customers to get a pulse of his customer base.