This week on the Support Insights podcast, I had the pleasure of chatting to Heidi, the Head of User Support at trivago (the Dutch-based metasearch company).
For obvious reasons, trivago has been through a tumultuous time over the last year, in the last week of March 2020 it was announced that revenue had fallen by 95% (in 2019, trivago reporting nearly $1bn annual revenue).
No doubt, that's about to change.
As the world starts to leave pandemic mode, Heidi and I caught up on how companies (specifically customer service departments) can prepare.
For nearly a year, support query volumes have been lower than usual and the topics affecting customers have changed considerably. We're likely going to see a reversal of that very soon, making the tips Heidi shared in this interview critical for many.
This entire interview was PACKED with insight for customer support leaders. Look at what else we covered 👉
We answer these questions:
Phew, we covered a lot in 30 minutes. Safe to say this episode was thought-provoking and packed with insight.
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