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.
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.
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.
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.
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.
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”.
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.