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Quality Conversations with Klaus

It’s a customer service podcast featuring stories of companies and individuals that go the extra mile to create an exceptional customer experience.

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Quality Conversations with Klaus

Featuring

ZendeskPipedriveZapierGongEducation PerfectAutomatticWistia
inna grynova
Episode 15

Hiring and supporting teams at scale with Inna Grynova of Shares

Guest
Inna Grynova, Head of Support at Shares

As Head of Support at Shares.io, an app that allows users to invest in stocks and crypto, Inna knows firsthand the demands of managing a customer service team. We picked her brain about her hiring priorities, and how she brings her experience from Google and Revolut to the table.

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Episode 14

Harnessing the power of AI in CX, with Clemens Behrend

Guest
Clemens Behrend

Both cryptocurrencies and Web3 have seen rapid growth and adoption, but providing customer service can be challenging. So who better to talk to about advancements in support than, expert in this field, Clemens Behrend? Niclas & John sit down with him to do just that.

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arielle-yoder
Episode 13

Making everyone feel part of the pack, with Arielle Yoder of Fi

Guest
Arielle Yoder, Customer Experience Quality Manager at Fi

We spoke with Arielle Yoder, who is the Customer Experience Quality Manager at Fi, a smart dog collar company based in New York. She shares how they keep their pack of customers happy with personalized customer interactions, and why a transparent QA process is important for teams from the get-go. 

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Stephanie Robilliard
Episode 12

Creating an open feedback culture with Stephanie Robilliard of VanMoof

Guest
Stephanie Robilliard, Project Manager for Service Operations at VanMoof

Niclas and John speak to Stephanie Robilliard from VanMoof, a next-gen electric bike company, renowned for fantastic assistance. Among other things, they talk about globalization, automation, and an open feedback culture.

 

 

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Christian Osmundsen
Episode 11

Focusing on quality in a scale-up with Christian Osmundsen of Deliverect

Guest
Christian Osmundsen, Global Head of Support at Deliverect

Christian Osmundsen is the Global Head of Support at Deliverect and has previously championed a customer-centric approach at Majorel & Netflix both. We talk about customer service quality, productivity, and how not to crash and burn in a scale-up. 

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ines-van-dijk
Episode 10

Overcoming burnout in support with quality guru Ines van Dijk

Guest
Ines van Dijk, Interaction Quality Specialist (qualityinsupport.com)

Ines van Dijk knows everything there is to know about customer service quality. We talk about automation, motivation, and how to avoid burnout (all too common for customer service professionals).

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Episode 9

The hyper-specialized future of customer success at Gong

Guest
Brandon Latteri, Customer Success Manager at Gong

Learn about the hyper-specialized future of customer success, how revenue intelligence can lead to better conversations, and a little about his superpowers.

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Episode 8

Zendesk shares how being seen as a partner by your customers can make a world of difference

Guest
Emilie Robert, Enterprise Customer Success Executive at Zendesk

Learn how Emilie managed to maintain warm relationships with her customers despite the pandemic, how being seen as a partner by your customers can make a world of difference, as well as the surprising parallels between film production and customer success.

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Episode 7

Scaling global high-performing support teams from the experience of Pipedrive

Guest
Mara Vicente, VP of Customer Service at Pipedrive

One of the latest European unicorns, Pipedrive, knows well that startups depend on good customer service more than any other business. That’s because their products are constantly in the state of development and scaling – so mistakes and bugs are inevitable. Great support, however, can undo the damage done to customer relations.

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Episode 6

A story of remote-first hiring, cross-departmental practice called catfooding, and a Georgian shashlik bar

Guest
Martin Kõiva, CEO and co-founder of Klaus

Klaus is a customer service quality management software that grew from Martin’s personal pain from building and leading a global customer support team at Pipedrive. “How do you make better conversations with customers, as opposed to how to give faster answers or how to get rid of conversations,” is what Martin and his growing team are working on at Klaus every day.

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Episode 5

Life in a contact center – how to keep quality in mind in a 330,000-person company

Guest
Ahmad Baydoun, Operations Manager

Ahmad started his journey in the company 11 years ago working as an agent. Today, Ahmad leads an account for 500+ employees in the 330,000 (!) person company.

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Episode 4

How one of the largest remote support teams can also be one of the best providers of support

Guest
Andrea Badgley, Happiness Engineer at Automattic

While being one of the biggest players in the tech industry, Automattic (the creators of WordPress.com, Tumblr, WooCommerce, and more!) is also known for delivering some of the most outstanding customer experiences.

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Episode 3

How Education Perfect maintained stellar support quality through explosive growth

Guest
Emma McAllister, Tobin Doidge, and Reanne de Ruiter, from Education Perfect

EP faced explosive growth in support volumes as a result of a worldwide switch to e-learning, while also making the switch to working remotely as a team. They shared their experiences of how to maintain stellar support quality and team cohesion.

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Episode 2

How Zapier’s support team is the true champion of asynchronous communication

Guest
Lauren Fearn, Senior Manager of Global Core Support at Zapier

As a remote company spread across various timezones, the folks at Zapier are true champions of asynchronous communication. Lauren provided us with jam-packed insights on how they make it all work, as well as how they stick to their motto of “keeping support weird”.

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Episode 1

How Wistia’s support team got an unexpected crash course in remote work

Guest
Guest: Stacy Justino, the Director of Customer Happiness at Wistia

Improving remote work experience was one of the goals they set for themselves at the beginning of 2020. Little did they know they’d get an intensive crash course just a few months into the year.

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