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Ep. 51: Turning Customer Support into a value centre [Feat. Thibaut Martin, CX Expert, ex-Head of CX at Otrium]
Description
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In today's episode of the Support Insights Podcast we talk to Thibaut Martin, CX expert, about his fantastic achievements as Head of CX at Otrium, and how organizations can turn the perception of CS from that of a cost centre to a value centre.
Thibaut will be taking us through how in his 3 years at Otrium, he's been building out their support model to support business growth, while managing to reduce first response time significantly and maintaining an impressive Trustpilot score of 4.5*.
We'll also be discussing how tying customer issues to revenue, with the help of SentiSum insights, can help generate buy-in from other departments and center their strategies around VOC, resulting in happier customers.
Plus, hear Thibaut's advice on steps you can take to supercharge the powers in your customer support department, turning it into a true value centre for the wider business.
Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com
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