CSM Practice - The Customer Success Podcast Next-Level Customer Support: How to Slash Tickets and Boost Satisfaction
In this episode, Irit Eizips engages in a dynamic conversation with Peleg Samson, VP Customer Success at Guidde, on a mission-critical topic: the art of reducing support tickets while elevating customer satisfaction to new heights.
Discover the strategies that empowered Guidde's customer support team to efficiently handle a rapidly growing customer base without the need for excessive headcount:
- Categorizing major ticket issues for precision.
- Cultivating a knowledge-centric culture.
- Addressing migration challenges head-on within the product.
This proactive approach led to remarkable results, including a substantial reduction in response times, streamlined resolution efforts, and soaring customer satisfaction scores.
For support executives and professionals, the takeaways are crystal clear: prioritize the analysis of ticket patterns, foster collaboration with product teams, and nurture a culture of knowledge sharing to optimize your support processes.
Watch the full episode here: https://youtu.be/NKNDyMkxv94
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Additional Resources
🎥 Video: 😳 Customer Success vs. Customer Support: What's the difference?
https://youtube.com/shorts/Paq5q1dcfaE
🎥 Video: The Ultimate Guide: Customer Success vs. Customer Support
https://youtu.be/TWlWsuFVoh4
🎥 Video: Effective Communication in Technical Support Escalations 👨💻
https://youtube.com/shorts/gn2MsWbNEl8
🎥 Video: From Traditional to PROACTIVE SUPPORT MODEL
https://youtu.be/K14nqGDb67I
🎥 Video: Next-Level Customer Support: How to Slash Tickets and Boost Satisfaction
https://youtu.be/NKNDyMkxv94
🎥 Video: The Ultimate 10 Metrics for Prioritizing Support Tickets 🎫
https://youtube.com/shorts/ATxJ8R5LatU
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