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16min chapter
Scaling CS with Brittany Soinski of Loom
Gain Grow Retain
The Role of Onboarding Lead and Challenges of Implementing a New Communication Tool
They discuss the role of the onboarding lead at Loom and the challenges of implementing a new communication tool. They talk about the importance of inspiring customers to try a new way of communicating and the intimidation that comes with recording and sending videos. They also share a personal story of how using Loom for follow-up emails resulted in a 100% close rate.
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