This 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 ..read more

This 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 Customer Success at Platterz, cove ..read more

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 two about CX and eCommerce. This podcast is powered by SentiSum, a SaaS platform that helps you get to ..read more

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 ..read more

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 a ..read more

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 it's his job as a l ..read more

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.   Music: S ..read more

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 differently, David and Bryony's own experiences of agent training being ..read more

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 with the c ..read more

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 a ..read more