Top 10 Questions to Ask When You Hire Your Next Call Centre Representative

Top 10 Questions to Ask When You Hire Your Next Call Centre Representative Asking the applicant what they think working in a call centre looks like can help gauge their

The Impact of AI on Customer Experience

AI has already fundamentally shifted our approach in many industries already. And customer service is no different. Experts believe in the coming years we will eventually reach a point where

5 Ways to Build a Customer Support Team of the Future

The world and all of its industries have adapted to the technological changes and new era of information data. Well except for one – the customer service industry. They are

CRM & Customer Experience Analytics

CRM tools are the foundation of any customer support team today. Many of these CRM’s include ways to track tickets, emails, chats and calls. The analytics provided by CRM’s help

AI is more than a buzzword when it comes to solving business problems

Sid & Raj recently sat down together for the Contact Center Worlds Online Conference Series, Artificial Intelligence and Tech Solutions, to discuss AI and customer support.

The Worst Part about Customer Service Quality Assurance

QA specialists can stop spending hours on listening or going through customer interactions manually...

“Changing the world one CSR at a time” with Matthew Caron, Head of Customer Su...

Matthew Caron, Head of Customer Support at OpenTable joins us in this episode of Support Ops Simplified to discuss OpenTable… Connect with Matthew and OpenTable here: Matthew Caron OpenTable Key Takeaways: Matthew’s

Building a Customer-Centric Business

Creating a customer-centric business Everyone lives by a certain set of rules and businesses are no different. Where some people prioritize family over friends and vanilla over chocolate, businesses also

“Beyond NPS & CSAT” with Stephen Noone O’Connor, VP of Customer Exp...

Stephen Noone O’Connor, VP of Customer Experience at Roadmunk joins us in this episode of Support Ops Simplified to discuss Roadmunk’s … Connect with Stephen and Roadmunk here: Stephen Noone

Stephen Noone O’Connor, VP of Customer Experience at Roadmunk joins us in this episode of Support Ops Simplified to discuss Roadmunk’s …

Connect with Stephen and Roadmunk here:

Key Takeaways:

  • Why Stephen moved from sales into customer success

Stephen used to run corporate sales for Dow Jones at a time where account management was transitioning into what we now know as customer success.

Stephen made the transition over to customer success as it allowed him to form and improve more customer relationships.

  • How does Roadmunk measure customer experience?

Stephen’s team is mainly focussed on driving usage of the product. Everything they do is looking to help their customers increase usage. This is measured with a tool called Amplitude.

They also look at NPS and both logo and dollar retention.

  • The structure of the Roadmunk CS team…

The onboarding team takes the customer through the process of setting up and starting to use the tool. 

The customer is then handed off to the customer success manager on day 30-60, who is responsible for driving product adoption.

Later the customer is handed off to the renewals team that then act as the “strategic advisor” to see if there are other products or features that could add value.

  • Tracking the customer experience…

Roadmunk uses a combination of Salesloft and Zendesk to communicate with new customers. 

Salesloft distributes email communication to customers as they use the product, and then as they engage, tickets are automatically created in Zendesk. From there, Stephen’s team are able to interact via phone call, chat, email or Zoom and track this engagement.

Over time, Stephen’s team then look to reduce the amount of manual team spent with customers whilst maintaining the same level of customer success. Reducing cost through automation is pointless if you are not able to maintain the same level of customers success.

  • NPS and CSAT used to be enough…

In the past, NPS and CSAT were enough to understand how well your support team were doing. But Stephen now says that as the Roadmunk support team start to scale… they will become more data driven.

Instead of just looking at these customer experience metrics, they will also start to ask “well how efficient are we being whilst still be good at our job?”.

  • Who inspires Stephen?

Stephen enjoys customer success related content from Gainsight, Zendesk and Thomas Tunguz.

Quote:

Summatti makes EVERY customer interaction count by analyzing 100% of customer interactions and giving you unique consumer insights while saving time and money.

© Summatti. All Rights Reserved