Support Heroes by Kaizo

Kaizo

Support Heroes by Kaizo is a podcast made to celebrate Customer Support and develop the industry by sharing high-level insights in weekly, long-form discussions with expert guests. We want to shine a light on the contributions made by our brothers and sisters in the industry, and share best practices from some of our most trusted and talented colleagues. It's not very widely understood how tough it is to provide exceptional Customer Service, nor how much of an asset it is to companies looking to dominate the market. We'd like to change that misconception by putting Support Heroes from world-leading companies in the spotlight and connecting them to you- our dear listeners. read less
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Ep. 39 How ActiveCampaign revolutionizes customer experience
27-10-2021
Ep. 39 How ActiveCampaign revolutionizes customer experience
In this episode, Dutta summarizes what has been happening in the customer service industry, how you can go about setting expectations with your customers, and how businesses can leverage data to upscale the quality of their customer support services.

Episodes

Ep. 39 How ActiveCampaign revolutionizes customer experience
27-10-2021
Ep. 39 How ActiveCampaign revolutionizes customer experience
In this episode, Dutta summarizes what has been happening in the customer service industry, how you can go about setting expectations with your customers, and how businesses can leverage data to upscale the quality of their customer support services.
Ep. 38 How Kaizo leverages gamification to drive team productivity
18-10-2021
Ep. 38 How Kaizo leverages gamification to drive team productivity
In this episode, Dominik Blattner — Chief Product and Tech Officer at Kaizo tells about his road towards founding Kaizo and leveraging gamification to help customer success heroes upscale their performance. With solid start-up experience up his sleeve, Dominik spotted a new market opportunity and set out to build a product that would meet the needs of his target customers. Enjoy listening to this one!
Ep. 37 Road to Remote Customer Service Excellence with Shopify’s Director of Support
21-07-2021
Ep. 37 Road to Remote Customer Service Excellence with Shopify’s Director of Support
In this episode, John Riordan - Director of Support at Shopify translates his lessons from almost 20 years of remote work experience, 15 of which were spent in remote customer service. Shopify being a fully remote company has enabled John to fully exercise his expertise in remote customer service excellence. Following are some common remote work myths dispelled by John and his top tips for support staff getting it right. Enjoy!
Ep. 36 How Zendesk evolves customer service with change management
14-07-2021
Ep. 36 How Zendesk evolves customer service with change management
In this episode, Zoe Koven - Senior Director of Innovation & Customer Advocacy at Zendesk, offers her advice and guidance on change management in customer service. In order to improve any department, change must take place. Managing that change successfully and coming to a result that’s better for the customer is always beneficial to support departments. Following are key steps to take when improving customer service through change. Happy listening!
Ep. 35 How Hugo Skyrocketed Their CSAT with Video Support & Proactive Service
07-07-2021
Ep. 35 How Hugo Skyrocketed Their CSAT with Video Support & Proactive Service
In this episode, Darren Chait - Co-Founder and COO of Hugo, shares how video support and proactive tech skyrocketed their CSAT. Learn how the team implemented Zoom calls and pre-recorded instructional videos to create meaningful customer interactions. Also, discover the tech that enables Hugo to provide automatic proactive support to users. This episode is truly a masterclass in creating customer delight in a cost-efficient way.
Ep.34 Customer Service Best Practices from the Insurance Industry
30-06-2021
Ep.34 Customer Service Best Practices from the Insurance Industry
In this conversation, Virag Pohl - Customer Care Agent at simplesurance, shares some customer service best practices she learned while working in the insurance industry. Motivating customers through lengthy processes and explaining complicated terms and conditions are normal practices for simplesurance. As such, agents like Virag can teach us a lot about effectively communicating with customers and guiding agents through evolving processes. Enjoy!
Ep.33 How to Make an Acquisition in Support Successful- Advice for Acquirers and Acquirees
24-06-2021
Ep.33 How to Make an Acquisition in Support Successful- Advice for Acquirers and Acquirees
In this episode, Matt Dale- VP of Support at Illuminate Education, Inc. and Jaala Seifipour- Head Of Support at 'nuffsaid, provide advice and best practices to support departments acquiring a new team (acquirers) and those being acquired (acquirees). During his time at Illuminate Education, Matt Dale managed the acquisition of 7 support departments. Jaala experienced being acquired as a support leader during her time at GitPrime. Happy listening!
Ep. 32 The Power of Support Ticket Classification - Lessons from Experience & How to Get Started
16-06-2021
Ep. 32 The Power of Support Ticket Classification - Lessons from Experience & How to Get Started
In this episode, Lilith Antunovic - Customer Experience Manager at Rentman, shares her lessons learned from introducing a support ticket classification or ticket tagging system. Here you can find some pointers on how to get started, best practices to improve a ticket classification or tagging system and some of the benefits of doing so.
Ep. 31 Simple but Effective Tips for Customer Service Managers - A Panel of 3 Experts
10-06-2021
Ep. 31 Simple but Effective Tips for Customer Service Managers - A Panel of 3 Experts
In this episode, Petra Hageman- former Head of Customer Service at tripaneer, Chelsea Baker- Senior Manager of Customer Support and Onboarding at Trakstar and Stephanie Wohl- Head of Support at Channable share their best practices from more than 4 decades of combined experience. The conversation is filled with actionable advice on hiring, culture, management structure, communication and much more. Enjoy!
Ep. 30 Managing with Metrics & KPIs - Advice from MURAL's Math Grad Director of Support
02-06-2021
Ep. 30 Managing with Metrics & KPIs - Advice from MURAL's Math Grad Director of Support
In this episode, Perran Facey - Director of Customer Support at MURAL, provides his top tips on support management with a particular focus on the use and communication of KPIs. Perran is a Mathematics graduate from Queen Mary University London and a seasoned support manager with over a decade of experience working in the support industry. As such, he's the perfect candidate to identify the common pitfalls associate with managing through data and elaborates on how to avoid them. Happy Listening!
Ep. 29 How to Create a Successful Customer Service Culture - Tips from Fetch Package
26-05-2021
Ep. 29 How to Create a Successful Customer Service Culture - Tips from Fetch Package
In this episode, Brianne Adams, Melissa Hughes and Bob Miley- customer support representatives from Fetch Package (Fetch), explore how to create a supportive and productive customer service culture. Find specific and actionable tips on how to build an environment that promotes improvement, and increases the productivity and longevity of customer support staff. Happy listening!
Ep. 28 Customer Service Strategy: Where Companies Go Right and Wrong - A Discussion Between Experts
19-05-2021
Ep. 28 Customer Service Strategy: Where Companies Go Right and Wrong - A Discussion Between Experts
In this episode, Peter Voor de Wind- a Customer Success Consultant at Zendesk, former Global Customer Service Manager at Swapfiets and Benedikt Dormann- Head of Customer Experience at Jimdo, former Director of Global Customer Service at N26, discuss how and why companies get customer service strategy right and wrong. The conversation touches on the value of customer service to businesses today, how to communicate and measure that value of customer service internally, and why the value of great service is often missed. This episode is invaluable to any support leader wanting to better leverage their department to benefit their parent company as a whole. Enjoy!
Ep. 27 How to Outsource Customer Service the Right Way - Rui Chaves' Insights from Facebook, Uber & Dahslane
12-05-2021
Ep. 27 How to Outsource Customer Service the Right Way - Rui Chaves' Insights from Facebook, Uber & Dahslane
In this episode, Rui Chaves- Director of Customer Experience at Deel formally of Facebook, Uber and Dashlane, provides an in-depth look at customer service outsourcing. Having started his career in an outsourcing firm and established multiple outsourcing programs at Facebook, Rui is the perfect person to separate the myths about outsourcing from the facts. Rui also shares his insights on why to outsource and how to get the most out of an outsourcing relationship. Happy listening!
Ep. 26 A Masterclass in Customer-Centric Service with Marley Spoon’s CCO, Katalin Fritz
05-05-2021
Ep. 26 A Masterclass in Customer-Centric Service with Marley Spoon’s CCO, Katalin Fritz
In this episode, Katalin Fritz- Chief Customer Officer at Marley Spoon, shares her lessons learned from a storied career in customer support. Establishing shares service centres from scratch, leading some of Amazon’s world-leading customer service teams and now growing with a customer-centric approach to service at Marley Spoon. This episode provides rich strategic advice as well as actionable insights regarding how to actually become a customer-centric organisation. Happy listening!
Ep. 25 Agent of the Month April - Jaya Sardjoe's Advice for New Customer Support Agents
28-04-2021
Ep. 25 Agent of the Month April - Jaya Sardjoe's Advice for New Customer Support Agents
In this episode, Jaya Sardjoe- a customer support associate at Zevij-Necomij B.V., shares her experiences and lessons from her first two years working in customer support. At Zevij-Necomij, a dutch wholesale company, she’s been guided and advised on how to succeed as an agent. She now shares these actionable and effective tips with us. Enjoy!
Ep. 24 - 3 ways Loom maximizes their customer support ROI
13-04-2021
Ep. 24 - 3 ways Loom maximizes their customer support ROI
In this episode, Susana de Sousa- Senior Manager of Customer Support at Loom, elaborates on the lessons she learned while working in customer experience at Airbnb. She shares the philosophies that allowed her and the team at Loom to conquer the insane challenges presented by meteoric pandemic growth. All the while giving an honest and humble look at the trials associated with providing great support today. Enjoy!
Ep. 23 How to manage a multinational customer support team with Pipedrive
06-04-2021
Ep. 23 How to manage a multinational customer support team with Pipedrive
In this episode, Mara Vicente - Vice President of Customer Support at Pipedrive, shares insights from her wealth of experience working in customer support. Touching on everything from international management and team culture to company strategy and the power of old-fashioned hard work. This is the perfect episode to continue developing your managerial skills as a modern customer support leader.
Ep. 22 Agent of the Month March - Nadezhda (Hope) Zubova on How to Support Agents
31-03-2021
Ep. 22 Agent of the Month March - Nadezhda (Hope) Zubova on How to Support Agents
Our first Agent of the Month episode of Support Heroes by Kaizo featured Nadezhda (Hope) Zubova from Miro. During the episode, Hope explores what motivates her as an agent. Showing how supporting agents personally and operationally improves their well-being and therefore deparemental performance. Happy listening!
Ep. 21 Support to C-Suite - Why Zoom's Head of Support, Nick Chong, Thinks CS is the #1 Place to Start a Career
24-03-2021
Ep. 21 Support to C-Suite - Why Zoom's Head of Support, Nick Chong, Thinks CS is the #1 Place to Start a Career
In this episode, Nick Chong- Head of Global Support & Services at Zoom, explains why he believes support is the best place to develop the skills required to be a successful senior manager, VP or executive officer. Nick provides a detailed description of how he and his department invite agents to develop themselves and their careers at Zoom. Finally, he encourages all Support Heroes to take great pride in our industry and work. An inspirational must-listen for all of us!
Ep. 20 Playbook for Scaling Support - Dorien de Vreede's Lessons from bloomon and Catawiki
17-03-2021
Ep. 20 Playbook for Scaling Support - Dorien de Vreede's Lessons from bloomon and Catawiki
In this episode, Dorien de Vreede- Head of Customer Support at bloomon, outlines the playbook she developed scaling a support team from 0 to 70+ agents in just a year at Catawiki, which she now applies to great success at the blossoming florist scale-up: bloomon. Dorien offers actionable, thoughtful advice that’s useful to support staff at all levels, tailor-made to allow support departments to scale with grace and speed. Happy listening!