The #1 Support Operations Podcast

Weekly interviews with Support Operations Leaders with Sid Bhambani, CEO of Summatti. 

Support Ops Simplified Podcast

Featuring guests from...

Craig Stoss Director of R&D Platform Support at Arctic Wolf Networks Podcast

“Pro-Active Support” with Craig Stoss of Arctic Wolf Networks

Craig Stoss, Director of R&D – Platform Support at Artic Wolf Networks joins us in this episode of Support Ops Simplified.

You will learn:

  • How Craig thinks about pro-active support
  • Where support is heading in the next 10 years
  • How Craig measures NPS

“Managing Executive Stakeholders” with Chris Escobar of Planet Fitness

Chris Escobar, Senior Manager, Member Experience at Planet Fitness joins us on this weeks episode of Support Ops Simplified.

You will learn:

  • About how to manage executive stakeholders
  • Company culture
  • Chris’s opinion on the role of AI in support

“Scaling Customer Experience” with Sushila Sahay of Lightbend

Sushila Sahay, VP Customer Operations & HR at Lightbend joins us in this episode of Support Ops Simplified.

You will learn:

  • How to scale customer experience
  • About Lightbend’s support tech stack
  • When to introduce a customer success manager into a sales process

“Empowering Agents” with Rob Holcombe of Canopy Tax

Rob Holcombe, Director of Customer Support at Canopy Tax joins us in this episode of Support Ops Simplified.

You will learn:

  • How Rob empowers reps to be their own business owners
  • The response rates Rob is currently getting for their NPS survey
  • How to shorten resolution time
Rob Holcombe Director Customer Support at Canopy Tax

“Support Tech Doesn’t Matter” with Theo Panaritis of Workable

Theo Panaritis, Customer Education Specialist at Workable joins us in this episode of Support Ops Simplified.

You will learn:

  • The importance of building internal relationships
  • Why you shouldn’t focus on technology in support
  • How Theo’s marketing experience makes him better in support

“Dev Ops Vs Support” with Peter Muir of Dejero

Peter Muir, Manager, Technical Support at Dejero joins us in this episode of Support Ops Simplified to discuss his role in customer service operations.

You will learn:

  • All about his time in support at Blackberry
  • Dejero’s support tech stack
  • The intersection between Dev Ops and Service Operations

“Proactive Outreach” with Nicholas Martin of Harry’s

Nicholas Martin, Manager of Customer Experience Operations at Harry’s, Inc. joins us in this episode of Support Ops Simplified.

You will learn:

  • How the Harry’s brand originally started
  • Their data driven approach to support
  • How Nicholas trains his team to solve customer issues 3 months in advance

“Customer Support Algorithms” With Brittany Naylor of Evernote

Brittany Naylor, Manager, Customer Support at Evernote joins us in this episode of Support Ops Simplified go discuss customer support quality control.

You will learn:

  • The best way to find support tech
  • What Brittany learnt in her role as senior tech support support at Apple
  • Evernote’s support algorithm that auto searches for potential churn risk

Why People Don’t Care About Gift Cards, and Analyzing CSAT

Ryan Steinberg, Manager, Global Support Operations at Intercom joins us in this episode of Support Ops Simplified about analyzing CSAT

You will learn:

  • Why people don’t care about your gift cards
  • How support agents could game their CSAT scores
  • Analyzing CSAT scores by service or product issues

“Holistic KPI’s” With Eitan Pick of Lumen

Ethan Pick, Vice President of Customer Service at Lumen joins us in this episode of Support Ops Simplified to discuss call center operations.

You will learn:

  • What keeps Eitan up at night (HINT: it’s everything!)
  • Why Eitan now thinks holistically, not individually about KPI’s
  • B2B Vs B2C CSAT response rates

“Always Making Customers Happy” With Stacy Justino of Wistia

Stacy Justino, Director of Customer Happiness at Wistia joins us in this episode of Support Ops Simplified to discuss customer happiness operations.

You will learn:

  • The BEST method to find good support tech
  • How Stacy (and Wistia!) aims to make business more human
  • About Wistia’s support algorithm that auto searches for potential churn risk

“Agent Quality Control” With Vlad Danilov of ManyChat

Vlad Danilov, Customer Service Representative at ManyChat joins us in this episode of Support Ops Simplified to discuss agent quality control.

You will learn:

  • What keeps Vlad up at night (HINT: it’s everything!)
  • Why Vlad now thinks holistically, not individually about KPI’s
  • B2B Vs B2C CSAT response rates

“Saving 500 Hours Per Month” with Gary McGrath of Paddle

Gary McGrath, Success Operations Manager at Paddle joins us in this episode of Support Ops Simplified to discuss call center analytics.

You will learn:

  • How to save support reps time
  • How Gary manages two different support teams with different volumes 
  • A cool piece of tech Paddle built to give more customer context

“Cutting Response Time By 97%” with Eric Broulette of Flywheel

Eric Broulette, Director of Global Support at Flywheel joins us in this episode of Support Ops Simplified to discuss customer support analytics.

Key Takeaways:

• Total support team of 70 reps
• Zendesk and Livechat are the two core tools
• How does Flywheel measure customer experience?

“Calling Unhappy Customers” with Brian Martynowicz of Login VSI

Brian Martynowicz, Support and Service Manager at Login VSI joins us in this episode of Support Ops Simplified to discuss how to deal with unhappy customers, and how to keep them happy.

Key Takeaways:

• Moving up from the helpdesk
• Login VSI’s support metrics
• How does Brian measure customer satisfaction?

“A Clearpath Robotics.” Jim Israel, Director of Customer Success at Otto Motors

Jim Israel, Director of Customer Success at Otto Motors – a division of Clearpath Robotics joins us in this episode of Support Ops Simplified to discuss how he leads his team with the “why”, interactive reports and why customer experience is king.

Key Takeaways:

• Jim moved from HR into technology
• Being pro-active about presenting data to the product team
• Jim’s leadership style

“Appointment Scheduling” with Joelle Waksman, Director of Customer Experience at Calendly

Joelle Waksman, Senior Manager of Customer Support at Samsara (previously Director of Customer Experience at Calendly) joins us in this episode of Support Ops Simplified to discuss Calendly’s top three support metrics, what they are looking to focus on in 2020 and how they reduced first response time to just 15 minutes!

Key Takeaways:

• Joelle runs both the customer support and success team at Calendly
• Smaller business people don’t want to self serve
• Metrics for agent productivity

“Scaling Remote Support” with Hannah Clark Steiman, COO @Peak Support

Hannah Clark Steiman, Chief Operating Officer at Peak Support joins us in this episode of Support Ops Simplified to discuss CSAT response rates, how Peak Support is scaling their support team and how to best adhere to your values.

Key Takeaways:

• Hannah initially planned to be a journalist…
• The challenges of scaling support
• The metrics that Peak Support track

“Beyond NPS & CSAT” with Stephen Noone O’Connor, VP of Customer Experience at Roadmunk

Stephen Noone O’Connor, VP of Customer Experience of Roadmunk joins us in this episode of Support Ops Simplified to share his journey from sales into customer success, how Roadmunk measures customer experience and the structure of their customer success team.

Key Takeaways:

• Why Stephen moved from sales into customer success
• How does Roadmunk measures customers experience
• The structure of Roadmunk’s CS team

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

Matthew Caron, Head of Customer Support at OpenTable joins us in this episode of Support Ops Simplified to discuss OpenTable

Key Takeaways:

• Matthew’s journey in customer support
• What makes a great organization?
• The metric supported by Matthew – Repeat contacts

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