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E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja

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Manage episode 449924761 series 2505086
Konten disediakan oleh Andrew Michael. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh Andrew Michael atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.

Today on the show, we have Krishna Raj Raja, the CEO of SupportLogic.

In this episode, Krishna shares his journey from engineering at VMware to founding SupportLogic, a platform that transforms support interactions into actionable customer insights.
We discuss his approach to turning support into a growth engine by monitoring customer interactions for hidden signals that can prevent churn.
Finally, Krishna reveals how leading companies are adopting a proactive support experience management strategy, showing significant reductions in customer escalations and increases in expansion.
Mentioned Resources

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

  continue reading

Chapter

1. E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja (00:00:00)

2. Introducing Support Experience Management (00:01:41)

3. The Role of Observability in Customer Support (00:04:10)

4. Bridging the Gap Between Engineering and Customer Needs (00:07:34)

5. Why Tagging Fails in Capturing Customer Sentiment (00:10:56)

6. Predicting and Preventing Escalations (00:13:21)

7. The Impact of Support in Product-Led Growth (PLG) Companies (00:20:02)

8. Leveraging AI for Real-Time Customer Sentiment and Insights (00:24:16)

9. Redefining Customer Success Without a Dedicated CS Team (00:32:46)

281 episode

Artwork
iconBagikan
 
Manage episode 449924761 series 2505086
Konten disediakan oleh Andrew Michael. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh Andrew Michael atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.

Today on the show, we have Krishna Raj Raja, the CEO of SupportLogic.

In this episode, Krishna shares his journey from engineering at VMware to founding SupportLogic, a platform that transforms support interactions into actionable customer insights.
We discuss his approach to turning support into a growth engine by monitoring customer interactions for hidden signals that can prevent churn.
Finally, Krishna reveals how leading companies are adopting a proactive support experience management strategy, showing significant reductions in customer escalations and increases in expansion.
Mentioned Resources

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

  continue reading

Chapter

1. E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja (00:00:00)

2. Introducing Support Experience Management (00:01:41)

3. The Role of Observability in Customer Support (00:04:10)

4. Bridging the Gap Between Engineering and Customer Needs (00:07:34)

5. Why Tagging Fails in Capturing Customer Sentiment (00:10:56)

6. Predicting and Preventing Escalations (00:13:21)

7. The Impact of Support in Product-Led Growth (PLG) Companies (00:20:02)

8. Leveraging AI for Real-Time Customer Sentiment and Insights (00:24:16)

9. Redefining Customer Success Without a Dedicated CS Team (00:32:46)

281 episode

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