This week's guest is the incredible Lauren Cunningham, Loom's Senior Support Ops & Strategy Lead.
In Lauren's 2.5 years at Loom, the company went through a mind-blowing growth period—from 700,000 to 10,000,000 users.
For the customer support team that meant dramatically rising requests and issues to handle.
Over the period, Lauren and the Loom team used a number of tactics to reduce the percent of customers contact support from 4% to 1%.
And, the best bit?
The Loom team prioritised customer experience, not ticket deflection, and their CSAT scores remained high.
In this episode, we also chatted about support insights and Loom's product-feedback loop.
So, if you love customer insights like we do, listen until the end to hear how and why Loom shares support insights across the company.
1:00 How did loom reduce contact rate?
10:00 What should other people avoid?
11:23 Over the pandemic Loom made their product free to education users. Overnight they saw a 20,000 jump in ticket volume due to an issue that was quickly fixed. Here's how.
12:25 How Loom tackled their 6x ticket volume jump (pandemic backlog)
13:46 How Loom shares support insights to product teams
16:29 How Loom uses insights to improve products.
17:40 How Loom tells a story with insights to drive improvements.
18:30 How does Loom choose which insight to share with other teams?
21:30 Why does Loom share insight from support?
22:00 Are support insights the answer to making support extremely valuable to the rest of the company? To be seen as strategic?
23:00 How to make support seen as a growth centre
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