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How to improve support as you grow

Jeff Gardner (Dir. Customer Support, Intercom) chats with Judy Watkins (Snr. Manager of Customer Experience, Slack) about how to scale your Customer Support to meet the needs of a rapidly expanding business.
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1531933216 jeff gardner
Jeff Gardner
Dir. Customer Support, Intercom
1531933744 judy watkins
Judy Watkins
Snr. Manager of Customer Experience, Slack
Jeff and Judy discuss:
  • How their teams have evolved and the best time to introduce peer reviews
  • How to take action on the results of your reviews
  • How to match internal scores with CSAT/NPS
  • Who should be giving feedback, and when is someone ‘qualified’ to give feedback
  • What tools can help, and do you need to build your own

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