How to Build an Efficient High-Volume Interview Process (feat. Neil Smith)
Beyond the Queue: Inside Customer Support
by Stonly
2y ago
Neil Smith, Senior Director of Support at Iterable, shares how he’s built an effective, efficient, and inclusive interview process that helps him hire a lot of amazing people, fast ..read more
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5 Steps Drift Used to Scale Up to 24/7 Support (feat. Ben Gardner)
Beyond the Queue: Inside Customer Support
by Stonly
2y ago
Ben Gardner, Director of Support at Drift, shares his 5-step process for expanding support from a 9-5 model to a 24/7, “follow the sun” model ..read more
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How Zapier Boosts Employee Retention and CSAT by 'Keeping Support Weird' (feat. Pam Dodrill)
Beyond the Queue: Inside Customer Support
by Stonly
2y ago
Pam Dodrill, Vice President of Customer Support and Success at Zapier, dives into the four tenants that help her team stay weird and authentic at work and how that helps them maintain a high CSAT, high employee engagement scores, and low attrition rates ..read more
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How Veho Scaled Their Support Team by 5x in 8 Months (feat. Antonio King)
Beyond the Queue: Inside Customer Support
by Stonly
2y ago
Antonio King, Head of Support at Veho, shares how he’s scaling the shipping company’s rapidly-growing support team through a combination of aggressive hiring and establishing key support functions and operations. In this episode, Antonio discusses how he finds and hires great people at scale, which support operations he’s focusing on first, and how he approaches everything with transparency ..read more
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How to Balance Agent Growth with Relentless Productivity (feat. Ashley Sachs)
Beyond the Queue: Inside Customer Support
by Stonly
2y ago
Ashley Sachs, Director of Support and Success at Whereby, shares how she balances agent growth with relentless productivity. With a little inspiration from Ted Lasso, Ashley reveals how she manages that delicate balance, how she helps agents discover their “spark,” and how a culture of growth empowers her team to crush their KPIs ..read more
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What Support Leaders Get Wrong About Agent Training and How to Fix It (feat. Tony Won)
Beyond the Queue: Inside Customer Support
by Stonly
2y ago
Tony Won, Head of Customer Experience at TruPlay Games, shares what he thinks support leaders often get wrong about agent training - and how to fix it. Tony has worked in the video game industry for over a decade, doing everything from UI/UX design and music composition to leading customer support and experience teams (including building a few from scratch). In this week’s episode, Tony shares his best tips and tricks for how to set actionable goals and KPIs, how to teach for actual learning instead of teaching to a test, and how to better involve your agents in the creation of training materi ..read more
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How Shopify Support Drives Merchant Growth with Deep Customer Understanding (feat. David Kohl)
Beyond the Queue: Inside Customer Support
by Stonly
3y ago
David Kohl, Director of Support at Shopify, shares how he and his team use deep customer understanding to drive merchant growth. In his 25+ years working in customer support (with a brief foray into sales), David has supported many different types of customers, in several different industries. Everything from highly technical customers at Hewlett Packard to small business merchants at Shopify. In that time, he’s learned a thing or two about how to deeply understand customers and adapt support operations to fit their specific needs (at scale). In this episode, David shares: 1. The first three t ..read more
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How Patreon Uses Data and Segmentation to Support 7M+ Customers (feat. Angela Raiford)
Beyond the Queue: Inside Customer Support
by Stonly
3y ago
Angela Raiford, Director of Community Happiness at Patreon, talks about how she uses data and segmentation to support over 7 million users (across B2B and B2C) — with a 50-person team. Patreon was one of the first companies in the rapidly growing creator membership space. As a support leader there for over 6 years, Angela has pioneered several innovative strategies for: 1. Supporting a diverse user base (creators, fans of those creators, and other patrons) 2. Using data to efficiently deploy team resources between B2B and B2C customers In this episode, Angela shares how she identifies the ..read more
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How to Handle Unpredictable Spikes in Ticket Volume (feat. James Baldwin)
Beyond the Queue: Inside Customer Support
by Stonly
3y ago
James Baldwin, Director of User Success and Support at Change.org, talks about how he handles unpredictable spikes in ticket volume. James has a ton of experience with this topic because Change.org’s ticket volume is largely tied to world events, which means he can’t always predict when spikes will happen, how big they’ll be, or how long they’ll last. In this episode, James shares how he plans ahead for these spikes, what’s included in the plan, and how he keeps his team motivated and energized when ticket volume skyrockets ..read more
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How to Build and Maintain a Relationship with Product (feat. Eric Broulette)
Beyond the Queue: Inside Customer Support
by Stonly
3y ago
Eric Broulette, Director of Global Support at WP Engine, shares his best practices for building and maintaining a relationship between the customer support and product teams. Eric credits this strong relationship at WP Engine as one of the key reasons his team’s support interactions decreased by 5% last year, despite the company’s customer base growing by 20%. And this year, his team is on pace to decrease volume even more. In this episode, Eric shares how he builds a great relationship with product, why that collaboration is so important, and what data his team uses to act as the voice of the ..read more
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