OVER DEZE AFLEVERING
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.
Engels
Verenigde Staten
TRANSCRIPTIE 🔗
Are you the producer of this podcast?
Add a podcast transcript
Need Audio-to-Text?
Transcribe with Listen411 in Just 60 Seconds
OUDE AFLEVERINGEN ZOEKEN
Zoek naar eerdere afleveringen van Beyond the Queue: Inside Customer Support.
ANDERE AFLEVERINGEN IN DEZE PODCAST
David Kohl, Director of Support at Shopify, shares how he and his team use deep customer understanding to drive merchant growth.
In his 25+ years working in customer support (with a brief foray into sales), David has supported many different types of customers, in several different industries. Eve…
James Baldwin, Director of User Success and Support at Change.org, talks about how he handles unpredictable spikes in ticket volume. James has a ton of experience with this topic because Change.org’s ticket volume is largely tied to world events, which means he can’t always predict when spikes will…
Abby Armada, Customer Support Manager at Flickr, shares why she thinks support leaders should hire agents with unconventional resumes. Abby’s team is full of unconventional support heroes, including former teachers, a bank teller, photographers, retail workers, a geologist, and more. Even Abby hers…
Eric Broulette, Director of Global Support at WP Engine, shares his best practices for building and maintaining a relationship between the customer support and product teams. Eric credits this strong relationship at WP Engine as one of the key reasons his team’s support interactions decreased by 5%…
Disclaimer: De podcast en de illustraties die op deze pagina zijn ingesloten, zijn afkomstig van Stonly, eigendom van de eigenaar en niet gelieerd aan of goedgekeurd door Listen Notes, Inc.
BEWERKEN
Bedankt voor uw hulp bij het up-to-date te houden van de podcast-database .
