Caffeinated

Jeremy is an experienced professional who has spent several years working with the creators of NumberBarn, a company dedicated to building the world's largest telephone number marketplace. He worked alongside the founders in the initial stages, mainly in the voice-over IP space. Later on, as the company grew, Jeremy stepped in to further develop their operations. After spending some time in marketing, he returned to operations and has spent the last nearly four years implementing best practices and helping managers improve their skills. He finds fulfillment in working with people he respects and enjoys being part of the operations aspect of the business.

Here are 3 key takeaways from our conversation: - Healthy teams lead to better customer service: A healthy team that communicates openly and authentically leads to improved customer satisfaction and response times. - Klaus is a game-changer for support teams: Tools like Klaus enable team members to rate and challenge each other, promoting a supportive and transparent work environment. - The human touch in customer support is irreplaceable: While AI can enhance efficiency, many customers still prefer the human connection in support interactions. Have a listen to the full episode to learn more about the evolving landscape of customer support and the role of healthy teams in driving customer happiness. If you're interested in diving deeper into these topics, feel free to reach out and connect with me on LinkedIn!  #CustomerSupport #AIinCustomerService #SupportTeamHealth #CaffeinatedPodcast

🔍 Key takeaways from our conversation: 1. Transitioning from support to success: Moving from a support role to a customer success role can be a natural progression, and it's all about genuinely caring for the outcome of your clients' business. 2. AI in customer support: AI tools such as Zendesk AI and Zoom virtual assistant can enhance support operations by triaging tickets, understanding customer intent, and collecting information to streamline the support process. 3. Support structure at TuneCore: TuneCore's support and success teams work closely together to provide unique experiences for artists and record labels, demonstrating the seamless integration of support and success in a B2B setup. If you want to dive deeper into these topics or learn more about TuneCore, feel free to connect with me on LinkedIn. And don't forget to check out the amazing work by TuneCore's brand marketing team on social media - it's truly brilliant! #CaffeinatedPodcast #CustomerSatisfaction #CXLeadership #SurveySolutions #AIinCustomerService

🌟 Here are 3 key takeaways from the episode: 1️⃣ Using our own product in our customer-facing roles has been a game-changer. It helps us provide accurate and up-to-date information to improve customer experiences. 2️⃣ Data visualization and mapping have played a crucial role in understanding usage and activation. It helps us coach teams on better product usage and provide valuable insights to customers. 3️⃣ AI is empowering us to work more efficiently, not replacing us. Features like AI-powered search and content creation are helping us find answers faster and focus on strategic tasks. If you're curious to learn more about Guru and our approach to customer success, check out the episode on Caffeinated! #customerexperience #knowledgemanagement #artificialintelligence #podcast

📌 Key Takeaways from the Episode: 1️⃣ Customer Success vs. Customer Support: Understand the difference between these two roles and how customer success is more proactive, focused on driving customer success and growth, while support tends to be more reactive. 2️⃣ Activation is Crucial: In the case of my company, Storykit, the key metric for activation is when customers render videos, indicating maximum value derived from the platform. Activation plays a significant role in the health score of our customer portfolio. 3️⃣ Communication is Key: Efficiently managing product requests and future enhancements is all about effective communication. Keeping the entire team informed about feature releases and actively engaging with customer requests ensures a smoother customer journey. If you want to dive deeper into these topics or have any questions, feel free to reach out to me on LinkedIn. Let's connect and continue the conversation! #CaffeinatedPodcast #CustomerSuccess #ProductRequests #CommunicationMatters

I recently had the pleasure of interviewing Elliot Fox from SimpleSAT on a new episode of Caffeinated! 🌟Takeaway 1: SimpleSAT is a web-based survey company that aims to make customer satisfaction surveys as accessible and easy to use as possible. They started by serving IT companies but have since expanded their reach to SaaS companies and wider use cases. 🌟Takeaway 2: Customer satisfaction surveys are crucial for companies to ensure they are meeting quality standards and delivering excellent service. Surveys serve as a "security tape" to identify areas of improvement and address any issues before customers reach their boiling point. 🌟Takeaway 3: SimpleSAT works seamlessly with different ticketing systems like Zendesk or Freshdesk. They listen to their customers' specific needs and offer customized solutions to align with their ideal use cases. Unlike native survey solutions, SimpleSAT focuses solely on surveys, ensuring a high-quality implementation for various use cases. Don't miss out on this insightful episode - tune in to learn more about SimpleSAT and the role of AI in customer service! Stay caffeinated ☕️ #CaffeinatedPodcast #CustomerSatisfaction #CXLeadership #SurveySolutions #AIinCustomerService

In this episode, Igor shares his journey of becoming a CCO and the challenges he faced while working with a large organization. Here are three key takeaways from the episode: 1️⃣ Sales and support teams are vital for business success: While sales focuses on driving revenue, support plays a crucial role in customer retention and garnering positive reviews. Communication and collaboration between these two teams are essential for a seamless customer experience. 2️⃣ Importance of local presence: In regions where OLX operates, they prioritize having local teams for customer support and sales. By understanding the local market and building relationships with customers, OLX can provide a personalized touch that global giants might struggle to achieve. 3️⃣ Data visibility empowers support teams: Igor emphasizes the significance of having complete customer information at the support team's fingertips. With real-time access to customer data, support agents can anticipate customer needs, improve productivity, and even automate certain processes. #Podcast #Caffeinated #CustomerSupport #SalesAndSupport #LocalPresence #DataVisibility #CustomerExperience #CX #OLXGroup #EpisodeRecap

Tune in to this episode to learn more about the world of customer care in the genomics industry. 1️⃣ Diverse Customer Base: Guillaume's team supports a wide range of customers, including large companies and academic laboratories. They provide customer care for those purchasing the G4 sequencing platform, which is a high-value investment, making their support crucial for the success of their clients. 2️⃣ Omni-Channel Support: Singular Genomics utilizes multiple communication channels, including live chat, email, and voice calls, to cater to different customer needs. While phone calls remain popular for urgent issues, email is the preferred choice for inquiries and requests. Guillaume is also exploring ways to increase live chat usage for greater accessibility. 3️⃣ Salesforce CRM: The company relies on Salesforce's CRM platform to streamline their customer care operations. With Salesforce's service cloud, their support team benefits from a unified view of customer data, enabling them to provide more personalized and efficient support. Additionally, Salesforce allows for seamless integration with other tools used in servicing and field support. 🔗 Listen to the full episode on Caffeinated to gain more insights into the fascinating world of customer success in the genomics industry. Whether you're a CX leader or simply interested in the intersection of science and customer care, this episode is a must-listen! #CaffeinatedPodcast #CustomerSuccess #Genomics #CXLeadership #Salesforce #CustomerCare #PodcastInsights

Here's some highlights from the episode: 1️⃣ Support Structure: Miro's support team is organized in tiers, starting with tier 1 support, escalating to tier 2 and technical support engineering if needed. This tiered system ensures that customers' issues are addressed efficiently and effectively. 2️⃣ Channels and Calendly: Miro's support team utilizes various channels, including a ticketing system, email, chat, and even Calendly for premium customers. Calendly allows customers to schedule dedicated support calls with Miro's team, providing tailored assistance for urgent or complex issues. 3️⃣ Metrics and Tools: Zendesk plays a vital role in Miro's support operations, enabling seamless tracking of tickets, response times, and customer satisfaction. Additionally, Miro also utilizes Looker for data analysis and Mirost for quality assurance of customer support interactions. If you're interested in learning more about support at Miro and gaining valuable insights from Ira, be sure to tune in to our latest episode of Caffeinated! 🎧 #SupportIndustry #CustomerSupport #CaffeinatedPodcast #Miro #SupportStrategies

Here's some highlights from the episode: 1️⃣ Amy has been in technical support for over 20 years, and she joined Parts Tech about 4 years ago when it was still a new company. Since then, she has helped grow the support team and worked on tech stack migrations. Impressive! 2️⃣ Having both the sales and support teams on Salesforce has major benefits for Parts Tech. It allows for a full view of the customer, making it easy for anyone to answer their questions. Talk about transparency and seamless collaboration! 3️⃣ Parts Tech's support team is all US-based, and they don't outsource their support. Amy believes that outsourcing can work for some companies, but it depends on the level of requests and the ability of outsourced teams to handle the workload. Makes sense! #CaffeinatedPodcast #CustomerSupport #SupportDynamics #AIinSupport

Transform Your Knowledge Base into a Valuable Customer Success Tool | Caffeinated 020

Exploring Support Structures with Lars Wicklund | Caffeinated 019

Jay Nathan's Formula for B2B Success | Caffeinated 018

Leading the industry with Shep Hyken | Caffeinated 017

Connecting Brands with their IDEAL Customers | Caffeinated 016

Gleb's background is very interesting, having moved over to the USA on a jewish refugee program, growing up in a small apartment, and studying physics due to his fascination with space. He also touches base on the importance of his customers, predominately developers, being able to raise support tickets and speaking to a customer service team that works closely to the technical support team.

Caffeinated is back again with host Nathan Resnick, joined by the talented Paulina Vo, co-founder of Highnote, and general manager of The Digilogue. This episode is great for those who are: • Building a name for yourself in tech (or music) 🖥 • Experiencing growing pains in a startup 🧩 • Ready to scale 📈 Paulina's had an amazing career in tech, not only managing to work for some of the largest companies in the world such as Apple under the leadership of Robert Grindell, to joining Squarespace being mentored by Cory Taylor. Paulina also mentions how it was working with the growing educational company, Teachable, working alongside Tovah P. All whilst building such a career for herself, able to balance a versatile path in music too, from singing, to songwriting and even producing. #building #tech #startup #music #career #work #leadership

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Automating CX with Deon Nicholas | Caffeinated 011