Episode 8: (B2B) Eran Ashkenazi, SVP Global Customer Support, SentinelOne

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The Customer Support Podcast

Sandeep Jain

24 episodes

5 days ago

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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Episode 8: (B2B) Eran Ashkenazi, SVP Global Customer Support, SentinelOne

The Customer Support Podcast

57 minutes 59 seconds

6 years ago

Episode 8: (B2B) Eran Ashkenazi, SVP Global Customer Support, SentinelOne

Key Insights

o SentinelOne has ~2500 customers (globally) which includes both Fortune 100 customers and small businesses. SentinelOne is also part-SaaS, part-hardware. All this puts a unique challenge on customer support — different language support, 24x7 phone service, customers coming through channel (distributors/MSPs) etc.

o Technology stack — standardized on Zendesk. Call center is TalkDesk. Search is Zendesk but could be better. Salesforce is the system of truth (CRM) and there is a desire to standardize around that.

o A good part of our conversation was dedicated to challenges in getting the tools to work with each other specifically Zendesk to Salesforce and how customer success requires yet another bolt-on. Queries coming through channel has unique challenges as well (understanding full customer context, making sure that issue context is transferred from partner to vendor etc.)