Merily Leis 322 Community Manager 🐈
Llamas > cats > everything else
Do you have questions for Merily Leis?
Log in to ask Merily Leis questions publicly or anonymously.
We're looking for guest writers for our blog. The idea is to include the views and ideas of different people in the support space. We have a bunch of topics already in mind but are also open to all kinds of different ideas.
If you like writing, know a thing or two about CX, and would love to participate, then send me a message at firstname.lastname@example.org – and let's have a chat!
Justifying the costs of customer service must be one of the most common topics discussed in CX management meetings: “Let’s reduce support expenses... but increase customer satisfaction.”
But we were curious. How big of an expense is customer service, really? More precisely, we wanted to know how much money quality-oriented teams spend on their support software solutions.
So, we headed over to the G2 Stack database and analyzed the support stacks of some of the industry-leading customer service teams. The first thing we found out was unexpected, to say the least.
While being one of the biggest players in the tech industry, Automattic is also known for delivering some of the most outstanding customer experiences. Andrea Badgley, Happiness Engineer at Automattic, sheds light on how one of the largest remote support teams in the world can also be one of the best providers of customer service.
Enjoy the full fireside chat or check out the key takeaways about hiring and contracting agents, onboarding new support folks, and managing remote work here.
If you haven’t seen the previous episodes, here’s what you’ve missed:
Education Perfect (EP) was already creating delightful learning experiences for more than 1 million students before COVID-19 reshaped the way we work and study. As schools switched to distance learning during the lockdown, the EP platform was suddenly needed more than ever - meaning that the support volume hit all-time highs.
Emma McAllister (Head of Operations), Tobin Doidge (Enrolment Manager), and @Reanne de Ruiter (Inbound Support Manager) from Education Perfect share insights into how they handled customer service during these unprecedented times at our new Fireside Chat with Klaus and Valentina.
Do you have any questions for the participants? Post them in the comments 🚀
Also, if you haven’t seen the previous episodes, here’s your chance to catch up:
On our quest to collect the best CX stories from around the world, we landed on Zapier: the truly international and fully remote company that employs more than 300 people from 27 different countries.
Zapier is a company that can automate anything. So, we were curious to find out how much of their own work they’ve automated, especially in customer service.
Join us in this fun fireside chat with Lauren Fearn, the Senior Manager of Global Care Support at Zapier, and find out what’s happening behind the scenes.
We're launching a brand new video series where we discuss the hottest topics in the world of CX with support leaders from around the world: Fireside Chats with Klaus and Valentina.
In the first episode, our Empress of Product, @Valentina Thörner, we'll be talking to @Stacy Justino, Director of Customer Happiness at Wistia - the creators of the video marketing software we all love to use. Improving remote work experience was one of the goals Wistia’s team 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.
Hope you enjoy!
If you have any questions for Stacy or Valentina, write it in the comments 🎊
92% of chief executives believe that improving customer service is a top priority for their business. However, only a fraction of these companies have systematic support Quality Assurance programs in place.
Conversation reviews and consistent agent feedback can give your support quality a major boost. However, some managers find it hard to justify the costs of hiring QA specialists or investing in decent conversation review tools to the executive team.
To help support teams make the case for investing in quality assurance programs, we dug into the hard facts and numbers to showcase the potential return on investment. Here are five key stats that will prove the value of a proper quality program to your leadership team.
You can now log in to Quality Tribe with your LinkedIn account (in addition to Gmail, Twitter, and username + password).