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E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja
Manage episode 449924761 series 2505086
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
- Krishna Raj Raja
- SupportLogic
- Support Experience
- CloudPhysics
- VMware
- Palo Alto
- Hotjar
- Zendesk
- ChatGPT
- Salesforce
- Tableau
- MuleSoft
- Snowflake
- Databricks
- Nokia
- Red Hat
- Starbucks
- Service Cloud
- Freshdesk
- Oracle
- SAP
- Kubernetes
- Adobe
- Apple
- Rubrik
- Notion
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
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
Manage episode 449924761 series 2505086
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
- Krishna Raj Raja
- SupportLogic
- Support Experience
- CloudPhysics
- VMware
- Palo Alto
- Hotjar
- Zendesk
- ChatGPT
- Salesforce
- Tableau
- MuleSoft
- Snowflake
- Databricks
- Nokia
- Red Hat
- Starbucks
- Service Cloud
- Freshdesk
- Oracle
- SAP
- Kubernetes
- Adobe
- Apple
- Rubrik
- Notion
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
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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