How Patreon Uses Data and Segmentation to Support 7M+ Customers (feat. Angela Raiford)
Update: 2021-09-21
Description
Angela Raiford, Director of Community Happiness at Patreon, talks about how she uses data and segmentation to support over 7 million users (across B2B and B2C) — with a 50-person team.
Patreon was one of the first companies in the rapidly growing creator membership space. As a support leader there for over 6 years, Angela has pioneered several innovative strategies for:
1. Supporting a diverse user base (creators, fans of those creators, and other patrons)
2. Using data to efficiently deploy team resources between B2B and B2C customers
In this episode, Angela shares how she identifies the different support needs of Patreon’s B2B and B2C customers, segments her team to better serve each group, and monitors and manages the performance of her agents.
Patreon was one of the first companies in the rapidly growing creator membership space. As a support leader there for over 6 years, Angela has pioneered several innovative strategies for:
1. Supporting a diverse user base (creators, fans of those creators, and other patrons)
2. Using data to efficiently deploy team resources between B2B and B2C customers
In this episode, Angela shares how she identifies the different support needs of Patreon’s B2B and B2C customers, segments her team to better serve each group, and monitors and manages the performance of her agents.
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