Episode 16: (B2B) Sanjeev Sisodiya, Vice President Customer Success, Postman
Update: 2019-10-06
Description
- Postman has 8 million registered users across 400K organizations
- Freemium model but support for all users. Changed internal perspective by not calling them “free” users but users who have not derived enough value to pay for the product.
- Sales Support in Bangalore
- Product Support needs responsiveness and is distributed across the globe.
- 10 Individuals across Hawaii, Austin, Portugal, Nigeria, New Zealand, India). That helps in managing round the clock support. Also, San Francisco and Bangalore are highly competitive markets.
- Customer success Team 6 people
- High Responsiveness — First response time in 30min - 1hr
- Annual case volume - 20K
- 90-95% incoming cases over email and even twitter.
- 10-15% break fix cases / 80% or more are How-tos.
- New agent Training — 2 weeks learning the product and then they get into actual support tickets.
- Technology stack: Zendesk (ticketing, knowledge), Slack, JIRA/Confluence (root cause analysis, documentation), Public issue tracker on GitHub (bugs and feature requests). Engineering more engaged there rather than support, User Community
- Unique thing — all conversations are logged on to ONE SLACK CHANNEL accessible by EVERYONE in the company. Provides complete transparency to entire organization and makes support more visible.
- Priorities for next year: Premium Support for Enterprise Customers, Closing the loop — cadence between support and product teams to highlight product areas that need improvement. Also, provide feedback on “supportability” of features
- What would you do differently if you were to go back in time -- Hire more people and distributed earlier, Treat free users as customers from day
- Favorite business book -- The Checklist Manifesto: How to Get Things Right, Atul Gawande
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