The Official SaaStr Podcast: SaaS | Founders | Investors

SaaStr 756: From Challenges and Churn to Triumph - How to Deliver Exceptional Customer Support at Scale with Monday.com's VP of Customer Experience

Aug 14, 2024

Natalie Margolin, VP of Customer Experience at monday.com, dives into her strategies for enhancing customer satisfaction in a fast-growing environment. She discusses the challenges of scaling support teams while meeting increased demand. The conversation highlights the role of AI in transforming customer interactions and how integrating chat features can boost satisfaction. Natalie emphasizes the importance of continuous improvement and balancing automation with the human touch, ensuring expert support remains central in their approach.

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Intro

00:00 • 2min

Transforming Customer Experience Amidst Growth

02:27 • 9min

Transforming Mindset: From Change to Continuous Improvement

11:14 • 3min

Empowering Growth and Customer Experience in a Scalable Organization

14:10 • 3min

Evolving Customer Support with AI

16:59 • 14min

Navigating the Intersection of Human Touch and Automation in Customer Experience

30:52 • 5min

SaaStr 756: From Challenges and Churn to Triumph - How to Deliver Exceptional Customer Support at Scale with Monday.com's VP of Customer Experience

In this episode of the Official SaaStr Podcast, Natalie Margolin, VP of Customer Experience at monday.com, shares her journey and strategies for enhancing customer experience in a rapidly growing company. From tackling challenges of scale, implementing AI and chatbots, to ensuring customer satisfaction and building an expert support team, Natalie explains the transformative steps and guiding principles that have positioned monday.com as an industry leader in customer experience.

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This episode is sponsored by: Paragon

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This episode is sponsored by: remote.com

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