Shows
CX Insider - Customer experience leaders sharing insights and ideas for customer service successAre Customer Surveys Dead? - W / Sharad Khandelwal (SentiSum) #122In this episode of CX Insider, we sit down with Sharad, CEO and founder of SentiSum, to delve into his journey from tech consulting to entrepreneurship. We explore the evolution of customer experience (CX) strategies, the pitfalls of relying solely on surveys, and the importance of leveraging omnichannel data to meet modern customer expectations. Stay tuned for a candid conversation packed with insights and anecdotes about CX evolution and innovation.
Content:
[00:00:29] Introduction
[00:00:50] Sharad's Journey
[00:05:05] About SentiSum
[00:07:33] CX: From the Heart or the Head?
[00:08:49] Are Customer Surveys Dead?
2024-11-1842 min
Beyond The Interface (BTI)Shamas Aziz: Data-Driven CX and My 100-Day Job Challenge: The Secrets to Business and Career GrowthSham shares his extensive journey through the customer service and experience landscape in this conversation, highlighting the importance of data-driven insights and cross-functional collaboration. He discusses the evolution of customer experience roles, the significance of strategy, and the challenges of defining customer experience in today's business environment. The conversation also delves into the future of AI in customer service, exploring its potential to enhance customer interactions while emphasizing the irreplaceable value of human touch in complex situations. In this conversation, Sham from Sentisum discusses the integration of AI in customer experience, the challenges faced during career transitions, and the...
2024-11-051h 18
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 53: Proactive customer support through community building at Drift [Feat. Ben Gardner, VP of Customer Support at Drift]Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community
In today's episode of the Support Insights Podcast we talk to Ben Gardner, VP of Customer Support at Drift, about the recent initiative they've introduced that's taking their customer contact strategy to new levels - their customer community.
Ben will be taking us through how Drift's customer community is allowing them to offer pro-active support that gets every department involved in customer centricity and knowledge sharing.
2023-07-1931 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 52: Reducing reply times by over 90% at Deliverr [Feat. Justin Rezende, Head of Support at Shopify Logistics]Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community
In today's episode of the Support Insights Podcast we talk to Justin Rezende, Head of Support at Shopify Logistics about how he reduced reply times by over 90% at Deliverr and the specific method he uses to calculate actual transaction time on tickets.
Justin will be taking us through the important role support touchpoints play in managing client experience, and how properly calculating optimal headcount can remove the guesswork in improving client relationships - as well as the negative impact...
2023-05-2330 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 51: Turning Customer Support into a value centre [Feat. Thibaut Martin, CX Expert, ex-Head of CX at Otrium]Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community
In today's episode of the Support Insights Podcast we talk to Thibaut Martin, CX expert, about his fantastic achievements as Head of CX at Otrium, and how organizations can turn the perception of CS from that of a cost centre to a value centre.
Thibaut will be taking us through how in his 3 years at Otrium, he's been building out their support model to support business growth, while managing to reduce first response time significantly and maintaining an impressive...
2023-05-0936 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 50: How CS excellence connects initiatives between departments at Miro [Feat. Svitlana Gaunt, CS Excellence Team Lead at Miro]Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community
In today's episode of the Support Insights Podcast we talk to Svitlana Gaunt, Customer Support Excellence Team Lead at Miro, about how the CS excellence team are ensuring the customer is always represented across different areas of the business.
Svitlana takes us through how the CS excellence team is structured to ensure that support is optimized and wider departments are always considering customer needs when developing initiatives.
We'll also talk about Miro's consistently high CSAT score of 97, and what...
2023-04-1931 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 49: Levelling up player experience at Supercell [Feat. Tony Adams, Product Manager at Supercell]Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community
In today's episode of the Support Insights Podcast we talk to Tony Adams, Product Manager at Supercell, about all things Player Experience in the gaming industry.
With more than 10 years' experience in the gaming industry, Tony takes us through how the ways of working in PX completely challenge everything you thought you knew about CX best practices.
We discuss how focusing on enabling players to get the support they need quickly without having to leave the game, means that...
2023-04-0429 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 48: Building specialized teams for optimal support at Figma [Feat. Emma Chipperfield, Product Support Manager at Figma]Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community
In today's episode of the Support Insights Podcast we talk to Emma Chipperfield, Product Support Manager at Figma, about how she's been building out specialized teams within the support structure and the benefits of this approach.
We discuss the specialized segments Emma's team is split into, how this helps to improve the support experience, and the impact this approach has had on SLAs and CSAT
If you're looking to optimize the structure of your...
2023-03-2023 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 47: Creating the ultimate tagging taxonomy at Grindr [Feat. Jeffery King, Community Advocate and Travis Brace, Customer Support Manager at Grindr]Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community
In today's episode of the Support Insights Podcast we talk to Jeffery King and Travis Brace, Community Advocate and Customer Support Manager at Grindr, about how they've created a tagging taxonomy that allows them to quantify issues, keeping customer feedback relevant in wider department conversations.
Travis takes us through the details of what their tagging structure now looks like after a huge revamp in 2022, with multiple layers of granularity allowing for both broad-level and more s...
2023-03-0734 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 46: Support Insights 2022 Wrapped Up - Sharing customer insights across departmentsJoin the support insights community to stay up to date on new podcast episodes - sentisum.com/resources/community
As we take a look back through the Support Insights Podcast episodes of 2022, we'll be taking learnings from many of our previous guests on how they structure teams, processes and reports to share VOC data in the best way.
We've taken clips from this year's episodes to highlight some of the best examples and advice on encouraging collaborative inter-department relationships.
Nick Moreton tells us how his team at Hotjar are using AI to implement...
2022-12-2221 min
From 0 to 1 in publicSelecting the next idea to build. Saying NO 3 times and choosing the best one.Previously we selected a framework to evaluate ideas, and this time we went through the top 4 ideas, looking into the details of the ideas and competitors.
Competitors we've looked into:
Multiple calendar management
* https://koalendar.com/
* https://www.acuityscheduling.com/
* https://bookafy.com/
* https://simplybook.me/
* https://www.morgen.so/
AI generated google ads copy from product information
* https://adscale.com/
* https://apps.shopify.com/cleverppc/
Telegram/other chat ecommerce connector
...
2022-12-1231 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 45: Scaling support in a growing business [Feat. Bronte Coyne, Global Senior Customer Experience Manager at Unity]Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community
In today's episode of the Support Insights Podcast we talk to Bronte Coyne, Global Senior Customer Experience Manager at Unity, about how Unity's support team has had to grow and evolve to support areas of huge growth over the last few years.
Bronte started at Unity almost 8 years ago as an agent and has seen the team grow from just 4 to more than thirty.
Find out how Bronte's team were ab...
2022-12-0219 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 44: How to influence the product roadmap in customer support [Feat. Shannon Johnson, Director of Customer Support at Sprout Social]Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community
In today's episode of the Support Insights Podcast we talk to Shannon Johnson, Director of Customer Support at Sprout Social, about how Shannon's background in product operations gives her a unique perspective when it comes to sharing customer support insights with product teams.
Having started her career in customer support, Shannon's combined experience of product operations, support and a passion for tech, mean she has gained a really unique view of customers and the technology...
2022-11-1522 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 43: Harnessing AI in customer support [Feat. Clemens Behrend, ex-Global Director of Customer Support at Bitpanda]Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community
In today's episode of the Support Insights Podcast we talk to Clemens Behrend, ex-Global Director of Customer Support at Bitpanda, about how he harnessed AI in his support department to share insights across teams and identify customer churn risk, and what he recommends for other businesses looking to do the same.
Having explored and implemented many different AI tools, Clemens talks us through how he has harnessed automation to identify and solve the most frustrating p...
2022-10-1825 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 42: Boosting CSAT scores and reducing first response times at Printify [Feat. Valeria Kast, Head of Merchant Support at Printify]In today's episode of the Support Insights Podcast we talk to Valeria Kast, Head of Merchant Support at Printify about how she's increased CSAT to 94% (and kept it there!) and drastically reduced first response times in support.
Having joined Printify during the pandemic, Valeria has spent the last 2 years creating specialised support structures and hiring procedures that have sewn fantastic results.
Valeria talks us through how her approach of specialised support teams has enabled a massive reduction in first response times from 24 hours to under 1 minutes on live chat, as well as response time reductions ac...
2022-10-0319 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 41: How Hotjar are representing customer support insights in their product feedback loop [Feat. Nick Moreton, Director of Support at Hotjar]Join the support insights community here
In today's episode of the Support Insights Podcast we talk to Nick Moreton, Director of Support at Hotjar, about how his team are working in unison with the Product team to create strategies that are centred around the voice of the customer.
We'll talk about the challenges most businesses face in capturing unbiased customer feedback and implementing it in wider strategy decisions.
Nick will also talk us through how his support team has been restructured to work closely with product, as well as how Hotjar are now us...
2022-09-1925 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 40: Encouraging your agents to problem solve [Feat. Zack Bryson, Head of Global Customer Service at Awardco]Join the support insights community
In today's episode we talk to Zack Bryson, Head of Global Customer service at Awardco, about how he enables his team to proactively look for opportunities in their support conversations to solve customer issues on a wider scale. Encouraging open communication and idea sharing with his agents means they feel empowered to look for solutions to root causes and are always looking at issues through the eyes of the customer.
Zack believes wholeheartedly in hiring for his team based on genuine care and passion for good customer service, and that...
2022-09-0718 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 39: Centring customer care around education [Feat. Matt Bell, Customer Care Team Lead at Too Good To Go]Join the support insights community
In today's episode we talk to Matt Bell, Customer Care Team Lead at Too Good To Go, about how his team and the wider business are always on the lookout for opportunities to educate their customers - and Matt's previous experience as a high school teacher makes him a real expert on the topic.
We'll discuss how Too Good To Go use in-app prompts to tackle common queries, reducing contacts for easily rectified issues, how they drip feed education into auto replies and canned responses, and how having a team...
2022-08-2525 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 38: Creating a healthy team feedback culture [Feat. Phil Thompson, Customer Support Director at Roofr]Join the support insights community - https://sentisum.com/resources/community
In today's episode we talk to Phil Thompson, Customer Support Director at Roofr, about how to promote healthy feedback within your support team. Whether that's manager to direct, peer to peer, or direct to manager - and the knock on effect this has for the team and the wider business.
We'll cover what healthy feedback is (and isn't), how to promote a good feedback culture in a remote business, and how sharing feedback openly can promote collaboration, cohesive strategies and confidence.
...
2022-08-0329 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 37: Creating effortless customer experiences [Feat. Craig Stoss, Senior Ops Manager at PartnerHero]Join the support insights community - https://sentisum.com/resources/community
In today's episode we talk to Craig Stoss, Senior Operations Manager at PartnerHero, about all the opportunities companies have to make their customer experiences effortless.
Long hold times? Messy knowledge centres? Unintuitive chat-bots?
All these things cause friction to the customer and, let's face it, if you're a frustrated customer you're unlikely to stick around for too long if there's an easier option.
Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com
2022-07-1829 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 36: The benefits of reducing agent training time [Feat. David Apple, CRO at Zingtree]In this week's episode we speak to David Apple, CRO at Zingtree, about how you can harness tech to reduce your agent training time, and the benefits reduced training time can bring to both the agent and the wider business.
You'll hear about how David's own early experience in a call centre role, as well as his more recent positions at Typeform, Notion and now Zingtree have given some insightful perspective into how the traditional way of training your agents may no longer be the best way.
While every business does things...
2022-07-1120 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 35: Engaging your customers from development to delivery [Feat. Kristy Howell, Customer Service Team Lead, and Rebecca Nilsson, Customer Insights Manager at Snug]In this week's episode, we spoke to Kristy and Rebecca, Customer Service Team Lead and Customer Insights Manager at Snug, about the amazing customer community Snug have built and how that feeds in to all areas of the business.
We'll hear about how Snug develop new colours, accessories, modular additions to existing products and more based on their customers' feedback to encourage an engaged community and an impressive customer return rate.
A brand that carries through every single channel, you'll hear about how Snug's genuine tone of voice allows agents to be themselves, build trust...
2022-07-0422 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 34: Return of the podcast: A sit down with SentiSum [Feat. Bryony Mulkern, Community Manager and Sharad Khandelwal, CEO at SentiSum]Subscribe to our newsletter at https://www.sentisum.com/resources/support-insights
The podcast is back!
In today's episode we introduce new host and Community Manager at SentiSum, Bryony Mulkern in a sit down with Co-Founder and CEO, Sharad Khandelwal.
We discuss the motivations that brought Sharad to develop SentiSum and the different approaches we've seen towards customer support in our own journeys.
Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com
2022-06-1411 min
B2B Content CornerWhy Is Thought-Leadership Content Important? B2B Marketer Insider AdviceStraight from the experts … In episode 19 of the B2B Content Corner Podcast, Megan Thudium asks 7 individuals from the B2B marketing community on their opinion of thought-leadership content and why it’s important to content strategy.Elena Iordache Stoica, Head of Marketing at STOICAVictor Ijidola, Founder of the Premium Content ShopMandy McEwen, CEO of Mod Girl MarketingViola Eva, Founder of FLOW SEONabeel Keblawi, CEO at Provectus DigitalSamirah Tabassum, Content Marketing Manager at SentiSum Megan Thudium, CEO at MTC | The Content AgencyGain relevant insights!
2022-04-1115 minB2B Content Corner019 Why Is Thought-Leadership Content Important? B2B Marketer Insider AdviceStraight from the experts … In episode 19 of the B2B Content Corner Podcast, Megan Thudium asks 7 individuals from the B2B marketing community on their opinion of thought-leadership content and why it’s important to content strategy.Elena Iordache Stoica, Head of Marketing at STOICAVictor Ijidola, Founder of the Premium Content ShopMandy McEwen, CEO of Mod Girl MarketingViola Eva, Founder of FLOW SEONabeel Keblawi, CEO at Provectus DigitalSamirah Tabassum, Content Marketing Manager at SentiSum Megan Thudium, CEO at MTC | The Content AgencyGain relevant insights!
2022-04-1115 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 33: How to get your product and support teams to work together [Feat. Aistė Sobutienė, Customer Support Director at Vinted]Subscribe to our newsletter at https://www.sentisum.com/resources/support-insightsIn today's interview we caught up again with Aiste Sobutiene, customer support director at Vinted to discuss the incredible process they've built to encourage active, two-way communication between their product and customer service teams.Through an innovative three step communication model, which you'll hear all about today, the Vinted team have made easier to make sure feedback is constant, everyone feels heard, and better product and user experience's are built.There's so often a communication gap between those two teams, both of...
2021-11-2329 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 32: Customer Support Myth-busting [Feat. Aistė Sobutienė, Customer Support Director at Vinted]Subscribe to our newsletter at https://www.sentisum.com/resources/support-insightsIn today's interview we sit down with the brilliant Aistė Sobutienė, the customer support director at Vinted.Together, we tackle three of the most common myths in the customer service world: The classic "the customer is always right". All customers prefer dealing with a human, as opposed to a machine. You always should exceed the customers expectations.Aiste gifted us with a fresh perspective on these, with some ideas that may surprise you.
2021-11-0831 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 31: Why you need to stop rushing your agents (and other tips on customer service culture) [Feat. Iman Safari, Customer Service Manager at Interflora]In this episode with Iman Safari of Interflora, we explore what it means to have a customer service DNA. We hear how to build one and how to reduce the dreaded "cost-centre thinking".We answer these questions in the episode: What is a customer service culture? How does Iman get agents to live and breathe the culture? What does Iman say to his agents to convince them why a strong culture is important in customer service? How did Iman build a customer service culture at Interflora? Why don't senior management think customer service is central? Why is t...
2021-10-2627 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 30: The Power of Agent Empowerment [Feat. 6 Customer Service Leaders] [Round Up]Today we’re focusing on one of the most important topics in customer service: your team.Customer service is known for being tough work and the agents themselves are on the frontline dealing with the brunt of unhappy customers, and many see it as a short term job opportunity.In that environment, your internal culture goes a long way toward creating a happy environment where employees want to stay for the long term. If we’re going to change the narrative around customer service as a strong career opportunity, we need to start by empowering agen...
2021-10-1518 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 29: Setting up a multibrand customer support team (Feat. Fabrice Dowling, Global Head of Customer Care at HeliosX)Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insightsIn this episode of Support Insights, we catch up with Fabrice Dowling the Global Head of Customer Care at HeliosX.HeliosX is a group of healthcare brands (Dermatica, MedExpress, PharmacyLab) that run different business models and, as a result, have very different approaches to customer service.Having seen exponential growth during the pandemic, Fabrice was tasked with organising and optimising a customer service department that spans the three brands.Sounds complicated, right?In the interview, Fabrice shares...
2021-10-0726 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp.28: How to create a happy and productive customer service culture [Feat. Dimple Pattani, Head of Frontline Support at GoCardless]Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insightsThis week, Dimple Pattani, the Head of Frontline Customer Support at GoCardless joins me to talk about team culture.GoCardless has grown rapidly in the last few years, adding a ton of new people to the team and significantly increasing ticket volume.In the episode, Dimple explains the elements of a strong team culture, the core values, ways of working and management styles that have allowed her team to be high performing and efficient as they scale up.You'll...
2021-09-0825 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 27: How Otrium successfully changed BPO while scaling [Feat. Svitlana Gaunt, CX Operations Lead at Otrium]Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insightsThis week on the podcast, I’m catching up with Svitlana Gaunt, the Customer Experience Operations Lead at Otrium.Otrium is the fastest growing startup in the Netherlands and they raised $130m in March this year to accelerate the international expansion of their online fashion outlet marketplace.In this episode, you’ll hear about how Svitlana and the Otrium team successfully set up a brand new outsourcing provider and ensured they delivered on Otrium’s expectations of premium quality customer service.W...
2021-09-0325 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 26: How to hire, onboard and retain a fast-growing remote team (Feat. Luis Pinto, Director of CX at Remote.com)Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insightsThis week, we welcome Luis Pinto, Director of Customer Experience at Remote.com onto the show.Remote has just raised a $150m Series B funding round and is growing exponentially. By the end of 2021, Luis alone will have added a further 60 customer success, customer service and CX professionals to his team.In this episode, we deep dive into best practices for hiring, onboarding and retaining new team members. This is no easy task in normal times, but in a 100% remote company...
2021-08-2728 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp.25: How Gousto built a competitive advantage in customer care using technology [Feat. Joe Quinlivan, Head of Customer Care at Gousto]Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insightsThis week, we welcome a customer of ours onto the show. This episode is with Joe Quinlivan, Head of Customer Care at Gousto.Gousto has grown to household name status in the UK, serving 25 million recipe boxes to customers each quarter. During the 7 years Joe spent at Gousto, his team has built one of the most efficient, empowering customer care teams in existence—and they've won the European Contact Centre of the Year Awards two years running for it. In this epi...
2021-08-2031 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp.24: How to influence customer-centric change [Feat. Emma, Head of CX Analytics at ServiceNow]Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insightsIn this episode of the Support Insights podcast, we caught up with Emma Sopadjieva, Head of CX Analytics at ServiceNow (ex-Eventbrite and Medallia).Emma's role at ServiceNow is "90% influence, and 10% data"—a description that resonates, I bet, with everyone who works in customer experience.In this episode, we dive into what it takes to drive customer experience improvements in a business. From aligning CX metrics with other departments KPIs to demonstrating a clear ROI of investing in CX, this episode is a...
2021-08-1324 min
CHURN FMEP 126 | How SentiSum helps brands leverage their customer conversation data to increase retention.Today on the show we have Sharad Khandelwal, co-founder, and CEO at SentiSum.In this episode, we talked about what motivated Sharad to build SentiSum, how brands leverage their customer conversation data to help increase retention, and how many customer conversations companies have to have before a platform like Sentisum really makes a difference. We also discussed the different challenges organizations face when it comes to utilizing customer support data, how the market has evolved, and we then briefly chatted about how frustrating customer support bots can be, and their differences with automations. As...
2021-08-1123 min
Amazing Business RadioCustomer Insight Featuring Sharad KhandelwalShep Hyken interviews Sharad Khandelwal, co-founder and CEO of SentiSum. They discuss Khandelwal’s artificial intelligence platform that collects valuable information and insights from consumers who reach out.Top Takeaways:- The new technology, artificial intelligence, reads and analyzes all support conversations, regardless of channel, and even tags them with reasons. The goal of this platform is to provide you with real-time insight into why consumers are contacting you in the first place.- Customers' input is as critical as what prevents them from checking out, purchasing something, or returning anything.- The ultimate goal of...
2021-08-1024 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp.23: CX & climate change: The hidden cost of returns [Feat. Cornelia Konstantyner, Head of CX at Organic Basics]Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insightsIn this episode of the Support Insights podcast, we've caught up again with Cornelia Konstantyner, Head of CX at Organic Basics.This week we're taking a look inside one of the most important global issues: climate change.Thanks to Amazon's one-click culture, we've all come to expect one thing from eCommerce companies: super fast delivery, and super easy returns.Brands chasing sales at all costs have optimised the purchase experience to encourage impulse, thoughtless purchases and immediate gratification.
2021-08-0516 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 22: How real-time prioritisation drives sales from customer support [Feat. Cornelia Konstantyner, Head of CX at Organic Basics]Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insightsIn this episode of the Support Insights podcast, we caught up with Cornelia Konstantyner, Head of CX at the fast-growing sustainable fashion brand, Organic Basics.The Organic Basics CX team have built a really cool customer service experience, leveraging automation to prioritise incoming requests based on CRM data, language and the customer's funnel depth.Cornelia and her team built a complex set of rules that work together to reduce response time to conversations that need a quick response—creating a win-win fo...
2021-07-2919 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 21: Why you should invest in support operations early [Feat. Oleg Krasnov, Head of Support Excellence at Miro] [Scale series]Miro was growing 300% year-on-year already—and then the pandemic hit.The rise of asynchronous work saw an explosion in the need for their product (a virtual whiteboard and collaboration tool), even from personas they'd never seen before.In the CS team, that meant inbound tickets grew from 2,500 per month to 2,500 per week almost overnight.And they were seeing new questions they didn't expect, from customer segments they'd rarely come across.In this episode of the State of Customer Service podcast, we get a masterclass from Oleg Krasnov, Miro's Head of Customer Su...
2021-07-2242 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 20: How Loom tackled contact rate while scaling to 10m users [Feat. Lauren Cunningham, Senior Support Ops & Strategy Lead, Loom] [Scale series]This week's guest is the incredible Lauren Cunningham, Senior Support Ops & Strategy Lead at Loom.In Lauren's 2.5 years at Loom, the company went through a mind-blowing growth period—from 700,000 to 10,000,000 users.For the customer support team that meant dramatically rising requests and issues to handle.Over the period, Lauren and the Loom team used a number of tactics to reduce the percent of customers contact support from 4% to 1%.For example: They built out a high-quality help centre, and viewership increased from 1 million per quarter to 3 million. Their web-app automation served 350,000 an...
2021-07-1526 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 19: How outsourcing customer service helps you scale [Feat. Roman Siepelmeyer, Head of Operational Excellence, GetYourGuide] [Scale Series]Subscribe to our 'best stuff' newsletter: https://www.sentisum.com/resources/support-insightsOutsourcing is one of the secrets of scaling up.As a startup with fast customer growth, you're likely to see rapidly rising demand in customer service, too.You'll need to react fast through recruitment or innovation in order to maintain customer experience and prevent churn.But, what if you can't meet that demand quick enough?"If your workloads increases by 10x, but your customer service doesn't, you just mathematically can't meet customer demands.So you're too slow. You're...
2021-07-0634 min
CX...Oh!Tech Up Service ft Ben GoodeyIn this episode with Ben Goodey, Marketing Lead at Sentisum and Founder of How the Fxck, we analyse automation as a tool to enhance the customer service experience we deliver as a company, looking at:
- Segregation of customer service and customer experience
- Secret sauce for converting customer insights into a customer service vision
- Synchronisation between brand and customer experience
- Frequency of monitoring support calls/tickets
Ben's LinkedIn profile: https://www.linkedin.com/in/benjamingoodey
Here are the...
2021-06-1820 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 18: How to build a customer obsessed culture [Feat. Charlotte Spain, Customer Service Manager at Buzzbike]This week's podcast guest, Charlotte Spain, heads the 'rider happiness' team at Buzzbike.In the past year, Charlotte and her team have grown customer service at the thriving startup into a mature, customer-obsessed function.She's built an internal brand around customer service, championed the role as a long-term career, and placed the department at the strategic heart of the company where it influences marketing, operations and customer happiness.In this episode, we look at best practice from Buzzbike so that you get inspired.You'll find out:1/ Why it's so...
2021-06-1730 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 17: Trends in customer service; Best practice tips for Zendesk users [Feat. Teresa Anania, VP Global Customer Success at Zendesk]This week on the State of Customer Service Podcast, we've got the incredible Teresa Anania.Teresa is VP Global Customer Success at Zendesk.Her role places her right at the heart of the customer service world. Every day Teresa and her team are focused on sharing best practice and problem-solving for customer service teams at the most successful global companies.We got the answer to three core questions: What are the top three trends facing customer support leaders right now? What principles does Zendesk follow to deliver a great customer experience? What...
2021-06-0726 minSupport Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 16: From 30% to 90% Customer Satisfaction by Taking a Holistic Approach to Customer Experience [Feat. Nate Brown, Officium Labs]In this episode of the State of Customer Service podcast, we chat to CX leader, Nate Brown.He and his team at Officium Labs been working closely with a Fortune 10 gaming company to help build them a best-in-class customer service experience.The goals of the project?1/ By 2023, reach 80% customer satisfaction (30% baseline). They achieved 90% by 2021.2/ Increase lifetime value by 15% by delivering customer support to MVP game players by 2023.3/ Achieve 35% automation by 2023The incredibly talented team at Officium Labs have been hard at work and have seen fast progress...
2021-05-1937 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 15: The link between customer support and product management: Customer insights and career opportunitiesIn this episode of the State of Customer Service podcast, we take a look at the link between customer support and product management.With me, is MJ Marques who spent 5 years as a customer support representative before moving into product management in 2018.We're also joined by SentiSum's own head of product, Kirsty Pinner. Who has built SentiSum's product to make customer support insight easy to access and leverage across businesses.MJs move between careers make her uniquely qualified to answer one of the big questions this podcast episode answers: How can customer support...
2021-05-0743 min
Customer Support Leaders202: Fireside with Sharad KhandelwalSend us a textSpecials: Fireside 18Sharad Khandelwal, co-founder and CEO of Sentisum, joins the podcast today, to talk about accessing valuable insights in all those communications support teams have with their customers. Can AI ultimately solve this by doing the heavy lifting?Support the show
2021-05-0725 minSupport Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 14: How a natural language processing (NLP) startup is helping companies to deliver a better CX [Micro Advice Podcast]Sharad, the founder of SentiSum, recently appeared on the Micro Advice podcast, hosted by James Buscaglio. In this episode, you'll learn:• Why SentiSum was created and the problem they solve• How AI can be used in customer support to augment and optimize• How SentiSum delivers a great customer experience to their own customers• CX trends—are we seeing positive movement?
2021-05-0612 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 13: Sham Aziz, Head of Customer Service at Selfridges on the pandemic's affect on customer serviceSubscribe here: www.sentisum.com/resources/state-of-customer-service-podcastThis week's guest on the podcast is Sham Aziz, the current Head of Customer Service at Selfridges (the famous British department store).Sham has 20 years of experience on the frontline of customer service. He's lead teams across companies like Natwest, Ocado, Net-A-Porter and Fab.com.We caught up with Sham just as the UK is coming out of lockdown. The timing made it perfect to dive into Sham's experience of how the COVID-19 pandemic impacted his work over the past year and what he thinks the...
2021-04-2936 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 12: How to optimise your customer service with Adrian Swinscoe, Author of Punk CX and Customer Service AdvisorHow to optimise your customer serviceAdrian Swinscoe is a celebrated speaker, author (Read: Punk CX) and advisor in the customer service and experience industry.In this week's podcast, we were lucky enough to catch up with Adrian about a customer service improvement project he recently advised on.Adrian was approached by an agile, fast-growing company that wanted to make sure they were running an optimal customer service operation.But, they weren't really sure how well they were doing.We find out:• Adrian's approach to assessing the co...
2021-04-2829 minSupport Insights Podcast | CX & Customer Support Podcast by SentiSumBONUS: How to do customer journey mapping with Ed Deason, Head of Customer Service at Pret A MangerFull guide and youtube video on the sentisum websiteHello SentiSum followers, readers and newcomers!We teamed up with an industry expert to create a video guide for customer journey mapping.That expert is Ed Deason, the current UK Head of Customer Service at British high street chain, Pret A Manger (find him on LinkedIn here).He's got a ton of experience behind him running customer experience and service teams.And, customer journey mapping was actually one of the first things he did in his career.
2021-03-3133 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 11: Heidi El Hawary, Head of User Support at Trivago, on leveraging customer insight; challenging myths; and what's good and bad in the industry right now.In this episode of the State of Customer Service Podcast, I caught up this week with Heidi El Hawary, Head of User Support at trivago, the global metasearch company in the travel, hotel, holiday industry.In this episode, we cover: Customer service philosophy: empowering agents and putting the customer first The good tactics and the bad tactics used by customer support teams right now Why customer support insights are important How to leverage insights to build a customer-centric organisation How to prepare for the post-pandemic world...
2021-03-1630 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 10: Graham Johnston, Head of Omnichannel, Three, on building for omnichannelThis week we have an incredible business leader, Graham Johnston, the Head of Omnichannel at Three, the British telecoms and internet service provider with over 10 million customers.Graham’s an omnichannel expert, so we talk about what that is and the common challenges to a true omnichannel customer experience. We dig into some of the projects Graham has led at Three, Three Store Now (customer support calls being directed to in-store employees on a video chat) and Three Live (the launch of a live stream unboxing and events channel that pivoted over the pandemic to one-to-many customer su...
2020-11-2732 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 9: John Ernsberger, Founder, Stella, How the pandemic has changed the contact centre: workforce characteristics, communication, tech stack, and customer feedback This week, Sharad and I had the pleasure of chatting to John Ernsberger, the co-founder of Stella Connect (an contact centre industry SaaS platform that just sold to Medallia!)The interview was short but high value, we covered topics like: How to motivate employees in the contact centre, one of the toughest work environments. What John has seen change in contact centres during the pandemic How contact centres are responding to their employees working from home with a new tech stack, transformed communication and digital learning & development. How the volume and type of tickets taken by c...
2020-11-2027 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 8: Ed Deason, UK Head of Customer Service, Pret a Manger, 500 stores to zero overnight, pivoting from high street to delivery, and customer experiences in the travel industryThis week, we have another incredible guest, Ed Deason, the Head of Customer Service at Pret a Manger, the international sandwich & coffee shop chain with 500 retail stores.Ed mainly worked in customer service & support in the travel industry for the past 13 years before moving to Pret in January 2020, right before the UK went into lockdown.In this episode, we start off discussing the travel industry: the challenges facing holiday providers who don’t own all the touch points, why customer experience is so important in the holiday industry, and how to maintain an 85% response rate on...
2020-11-1340 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 7. Annette Franz, Chair of the CXPA, how to do a customer journey map; common call centre mistakes; and why employee experience is so important.Hello and welcome to the On Hold podcast, where we interview people with unique experiences and ask them to teach us how to create wonderful customer experiences.This week’s guest is Annette Franz. She’s been working in this space since before the words “customer experience” were a part of common business language.Annette has held senior CX & VoC positions at companies like Medallia, CustomerSat, and Confirmit, and now is the Chair of the Customer Experience Professionals Association. In short: she knows the customer experience landscape like the back of her hand.In this...
2020-11-0633 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 6. Nicholas Zeisler, Applying process improvement to CX, CX and the US Military, the three E's for building a customer-centric cultureThis week, we’ve got an awesome guest: Nicholas Zeisler, who is the founder of Zeisler Consulting, a CX development consultancy that brings the theories of process improvement to customer experience. He’s also been there himself as the Director of Customer Experience at HP, where he built a customer experience team driven by analytics, setting up the whole company to take action on VoC insights.We get Nicholas to share his advice and stories, covering these key topics: How do you build a customer-centric culture? Illustrated in classic consultant style with three Es: Enabl...
2020-10-3054 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 5: Megan Bowen, merging five customer experiences into one at GrubHub and creating an environment for success for employees and customersThis week's interview could not have been more interesting.We caught up with Megan Bowen, the Chief Customer Officer at one the fastest growing marketing agencies in the US, Refine Labs.Megan joined the Refine Labs team just three months ago, and it's her first time being with such a small, startup-style team.She's previously led customer experience projects at some leading technology companies: spending time between customer service and sales at ZocDoc, leading corporate accounts at GrubHub, taking up the reigns as COO at Managed by Q, and acting as VP of...
2020-10-2341 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 4: Alice Godfrey, common challenges in fast-growing companies, CS lessons from complex industries, and why customer support should not be undervaluedThis week we interview Alice Godfrey, the founder of Bloomic.Before founding Bloomic, Alice was Head of Support at the fast-growing health technology startup, Zava, where she lead four teams that serviced six countries.While at Zava, she learned the best practice for overcoming the challenges of scaling a support team while your customer base is rapidly growing.She's narrowed the core difficulties down to three: Training: It's hard to hire and onboard lots of staff in a very short amount of time. Leadership: It's likely that you once had just one cu...
2020-10-1641 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 3: Karolina Zielenow, MoonPay, Revolut, scaling customer support through hypergrowth and CS lessons from an innovative startupKarolina joined Revolut in 2016 when they had just 20-30 employees and had just set up their first dedicated customer support office.Fast forward 4 years, Revolut has +1,500 employees and is one of Europes biggest success stories of the past decade.At one point, they even hired 100 people in one day into the support team.But, now Karolina has moved to MoonPay to head up the crypto-tech startup's customer support as they scale.This interview was so exciting because not only did we get to hear stories from the warzone (AKA a startup in h...
2020-10-0945 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 2: Augie Ray, Gartner, the fundamentals of great CX, tying customer metrics to financial metrics, and doing CX leadership like Amazon"Bad CX is about what companies want. Mediocre CX is about what companies do. Really great CX is about how the company works."This is one of my favourite quotes from this week's interview with Augie Ray, VP Analyst of CX at Gartner. So often, companies approach customer experience with a brand-centric focus. They ask questions like, 'how can this reduce costs?' or 'how can I build an experience that gets people to take notice of me so I can acquire them?' But this is marketing, not customer experience.Th...
2020-10-0230 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 1: Sean Mckee, Schuh, experimentations with video live chat, changing consumer behaviours and reflections on a 20 year career.This week's guest has a unique and exciting point of view on the world.Sean worked his way up the ranks, straight out of college, to leading the eCommerce and customer experience team at Schuh.Schuh isn't just any company. It's one of the UK's most beloved high street shoe retailers, now with over 130 stores and a reported turnover over of more than £230 million.So, as he comes to the end of a 20-year tenure at Schuh, we knew we had to let Sean unload his learnings and teach us a thing or t...
2020-09-2349 min
How the Fxck SEO PodcastEp. 17: Stephanie Cox's complete account based marketing playbook"Gosh, it's like you guys are everywhere."
Want your ideal customer to say this about you?
Then you gotta listen to this week's interview.
Stephanie Cox, VP of Marketing at Lumavate drops her entire ABM playbook.
I was so excited by her method that I got our team at SentiSum to start doing this straight away, resulting in me reaching out to Fred Perry with a video of me playing tennis (badly) while trying to recite a sales pitch.
Ask and I might send it to you.
...
2020-08-2441 min