Quality Conversations with Klaus

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.

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.

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. 

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.

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. 

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).

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

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.

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.

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.