Fame Host (https://fame.so) https://podcasts.fame.so/support-ops-simplified https://feeds.fame.so/support-ops-simplified Weekly interviews with Support Operations Leaders with Sid Bhambani of Summatti. © SUMMATTI 2019 en Tue, 18 Feb 2020 09:59:19 +0000 Sun, 05 Apr 2026 14:24:49 +0000 https://content.fameapp.so/uploads/2z1k7w1v/57f8fdd0-5235-11ea-b616-d72b3e45ac11/full_1570564184-artwork.jpg https://podcasts.fame.so/support-ops-simplified Weekly interviews with Support Operations Leaders with Sid Bhambani of Summatti. Summatti Weekly interviews with Support Operations Leaders with Sid Bhambani of Summatti. No No episodic Summatti Weekly interviews with Support Operations Leaders with Sid Bhambani of Summatti. Weekly interviews with Support Operations Leaders with Sid Bhambani of Summatti. customer support, customer service, support operations Rashmi Bhambhani rashmi@summatti.com No No No https://podcasts.fame.so/e/r183yx18 "Changing The World One CSR At A Time" with Matthew Caron @ OpenTable 21 No No 4m0jy981 Matthew Caron jumped onto the Support Ops Simplified Podcast to share his journey into customer service operations, as well as sharing some of his best customer relationship strategies, and how satisfying employees can equate to more sales... Fri, 05 Jun 2020 09:00:00 +0000 Summatti Summatti 2242 Matthew Caron jumped onto the Support Ops Simplified Podcast to share his journey into customer service operations, as well as sharing some of his best customer relationship strategies, and how satisfying employees can equate to more sales... Matthew Caron jumped onto the Support Ops Simplified Podcast to share his journey into customer service operations, as well as sharing some of his best customer relationship strategies, and how satisfying employees can equate to more sales... No No https://podcasts.fame.so/e/1xn171nl "Beyond NPS & CSAT" with Stephen Noone O'Connor, VP at Customer Experience at Roadmunk 20 No No y703yw08 Stephen Noone O'Connor, VP of Customer Experience of Roadmunk joins us in this episode of Support Ops Simplified to share his journey from sales into customer success, how Roadmunk measures customer experience and the structure of their customer success team. Thu, 26 Mar 2020 15:00:00 +0000 Summatti Summatti 1351 Stephen Noone O'Connor, VP of Customer Experience of Roadmunk joins us in this episode of Support Ops Simplified to share his journey from sales into customer success, how Roadmunk measures customer experience and the structure of their customer success team. Stephen Noone O'Connor, VP of Customer Experience of Roadmunk joins us in this episode of Support Ops Simplified to share his journey from sales into customer success, how Roadmunk measures customer experience and the structure of their customer success team. No No https://podcasts.fame.so/e/5489r3n0 “Scaling Remote Support” with Hannah Clark Steiman, COO @Peak Support 19 No No yv17p206 Hannah Clark Steiman of PEAK Support joins us in this episode of Support Ops Simplified sharing her journey how she became the COO of Peak Support, discussing also their challenges of scaling support, the metrics that Peak Support track, CSAT response rates, and how they scale their service team. Wed, 11 Mar 2020 10:00:00 +0000 Summatti Summatti 1616 Hannah Clark Steiman of PEAK Support joins us in this episode of Support Ops Simplified sharing her journey how she became the COO of Peak Support, discussing also their challenges of scaling support, the metrics that Peak Support track, CSAT response rates, and how they scale their service team. Hannah Clark Steiman of PEAK Support joins us in this episode of Support Ops Simplified sharing her journey how she became the COO of Peak Support, discussing also their challenges of scaling support, the metrics that Peak Support track, CSAT response rates, and how they scale their service team. No No https://podcasts.fame.so/e/x28x9qnq "15 Minute First Response Time" with Joelle Waksman of Samsara 18 No No x60mx317 Joelle Waksman of Samsara joins us in this episode of Support Ops Simplified to discuss their top three support metrics, what they are looking to focus on in 2020 and how they reduced first response time to just 15 minutes! Wed, 26 Feb 2020 13:00:00 +0000 Summatti Summatti 1800 Joelle Waksman of Samsara joins us in this episode of Support Ops Simplified to discuss their top three support metrics, what they are looking to focus on in 2020 and how they reduced first response time to just 15 minutes! Joelle Waksman of Samsara joins us in this episode of Support Ops Simplified to discuss their top three support metrics, what they are looking to focus on in 2020 and how they reduced first response time to just 15 minutes! customer support, customer service, support operations No No https://podcasts.fame.so/e/jv85v6nw "Why What We Do Matters" with Jim Isreal of Otto Motors 17 No No n81q8v0m Jim Isreal of Otto Motors joins us to talk about how he leads his team with the "why", interactive reports and why customer experience is king. Wed, 12 Feb 2020 15:00:00 +0000 Summatti Summatti 2279 Jim Isreal of Otto Motors joins us to talk about how he leads his team with the "why", interactive reports and why customer experience is king. Jim Isreal of Otto Motors joins us to talk about how he leads his team with the "why", interactive reports and why customer experience is king. customer support, customer service, support operations No No https://podcasts.fame.so/e/1xn1q6nl "Calling Unhappy Customers" with Brian Martynowicz of Login VSI 16 No No y7036718 Brian Martynowicz of Login VSI joins us to talk about his customer service metrics, what he does when customers are not happy and how he transitioned through from helpdesk all the way to managing support and service. Wed, 29 Jan 2020 16:00:00 +0000 Summatti Summatti 1255 Brian Martynowicz of Login VSI joins us to talk about his customer service metrics, what he does when customers are not happy and how he transitioned through from helpdesk all the way to managing support and service. Brian Martynowicz of Login VSI joins us to talk about his customer service metrics, what he does when customers are not happy and how he transitioned through from helpdesk all the way to managing support and service. customer support, customer service, support operations No No https://podcasts.fame.so/e/mx8ywk89 "Cutting Response Time By 97%" with Eric Broulette of Flywheel 15 No No yl04kz17 Eric Broulette of Flywheel joins us to talk about cutting chat response time by 97%, the two core metrics that Eric tracks for customer satisfaction and what is in store for Flywheel support in 2020. Mon, 30 Dec 2019 16:00:00 +0000 Summatti Summatti 1365 Eric Broulette of Flywheel joins us to talk about cutting chat response time by 97%, the two core metrics that Eric tracks for customer satisfaction and what is in store for Flywheel support in 2020. Eric Broulette of Flywheel joins us to talk about cutting chat response time by 97%, the two core metrics that Eric tracks for customer satisfaction and what is in store for Flywheel support in 2020. customer support, customer service, support operations No No https://podcasts.fame.so/e/1rnkymnz "Saving 500 Hours Per Month" with Gary McGrath of Paddle 14 No No z70wv71y Gary McGrath of Paddle joins us to talk about how to save support reps time, how he manages two different support teams with different volumes and knowing the context that the customer is coming from. Mon, 23 Dec 2019 16:00:00 +0000 Summatti Summatti 1288 Gary McGrath of Paddle joins us to talk about how to save support reps time, how he manages two different support teams with different volumes and knowing the context that the customer is coming from. Gary McGrath of Paddle joins us to talk about how to save support reps time, how he manages two different support teams with different volumes and knowing the context that the customer is coming from. customer support, customer service, support operations No No https://podcasts.fame.so/e/54895m80 "Generating Effective Support" With Vlad Danilov of ManyChat 13 No No yv178r06 Vlad Danilov of ManyChat joins us to talk about how he manages support rep load, how they use Slack as a major part of their communication and why a Messenger SaaS business are not actually trying to concentrate support in Facebook Messenger :). Wed, 18 Dec 2019 16:00:00 +0000 Summatti Summatti 1355 Vlad Danilov of ManyChat joins us to talk about how he manages support rep load, how they use Slack as a major part of their communication and why a Messenger SaaS business are not actually trying to concentrate support in Facebook Messenger :). Vlad Danilov of ManyChat joins us to talk about how he manages support rep load, how they use Slack as a major part of their communication and why a Messenger SaaS business are not actually trying to concentrate support in Facebook Messenger :). customer support, customer service, support operations No No https://podcasts.fame.so/e/4x8v1xnl "Always Make Customers Happy" With Stacy Justino of Wistia 12 No No q70yqx0x Stacy Justino of Wistia joins us to talk about the best way to find support tech, how Stacy (and Wistia!) aims to make business more human and how Wistia's support algorithm that auto searches for potential churn risk. Wed, 11 Dec 2019 10:00:00 +0000 Summatti Summatti 1135 Stacy Justino of Wistia joins us to talk about the best way to find support tech, how Stacy (and Wistia!) aims to make business more human and how Wistia's support algorithm that auto searches for potential churn risk. Stacy Justino of Wistia joins us to talk about the best way to find support tech, how Stacy (and Wistia!) aims to make business more human and how Wistia's support algorithm that auto searches for potential churn risk. customer support, customer service, support operations No No https://podcasts.fame.so/e/m1n2w98j "Holistic KPI's" with Eitan Pick of Lumen 11 No No v219r807 Eitan Pick of Lumen joins us to talk about what keeps Eitan up at night (HINT: it's everything!), why Eitan now thinks holistically, not individually about KPI's and B2B Vs B2C CSAT response rates. Wed, 04 Dec 2019 10:00:00 +0000 Summatti Summatti 1583 Eitan Pick of Lumen joins us to talk about what keeps Eitan up at night (HINT: it's everything!), why Eitan now thinks holistically, not individually about KPI's and B2B Vs B2C CSAT response rates. Eitan Pick of Lumen joins us to talk about what keeps Eitan up at night (HINT: it's everything!), why Eitan now thinks holistically, not individually about KPI's and B2B Vs B2C CSAT response rates. customer support, customer service, support operations No No https://podcasts.fame.so/e/268rlx83 "Customer Support Algorithms" with Brittany Naylor of Evernote 9 No No w8058213 Brittany Naylor of Evernote joins us to talk about the best way to find support tech, what Brittany learnt from technical support at Apple and Evernote's support algorithm that auto searches for potential churn risk. Thu, 28 Nov 2019 10:00:00 +0000 Summatti Summatti 2233 Brittany Naylor of Evernote joins us to talk about the best way to find support tech, what Brittany learnt from technical support at Apple and Evernote's support algorithm that auto searches for potential churn risk. Brittany Naylor of Evernote joins us to talk about the best way to find support tech, what Brittany learnt from technical support at Apple and Evernote's support algorithm that auto searches for potential churn risk. customer support, customer service, support operations No No https://podcasts.fame.so/e/r183158m "Why People Don't Care About Gift Cards" With Ryan Steinberg of Intercom 10 No No 4m0j8n0l Ryan Steinberg of Intercom joins us to talk about why people don't care about your gift cards, how support agents could game their CSAT scores and analysing negative CSAT scores by service or product issues. Tue, 26 Nov 2019 10:00:00 +0000 Summatti Summatti 2135 Ryan Steinberg of Intercom joins us to talk about why people don't care about your gift cards, how support agents could game their CSAT scores and analysing negative CSAT scores by service or product issues. Ryan Steinberg of Intercom joins us to talk about why people don't care about your gift cards, how support agents could game their CSAT scores and analysing negative CSAT scores by service or product issues. customer support, customer service, support operations No No https://podcasts.fame.so/e/42862081 "Proactive Outreach" with Nicholas Martin of Harry's 8 No No nj12ky0r Nicholas Martin of Harry's, Inc. joins us to talk about how Harry's came about, how they reach out to customers before they need support and solving issues three months in advance. Wed, 20 Nov 2019 10:00:00 +0000 Summatti Summatti 1687 Nicholas Martin of Harry's, Inc. joins us to talk about how Harry's came about, how they reach out to customers before they need support and solving issues three months in advance. Nicholas Martin of Harry's, Inc. joins us to talk about how Harry's came about, how they reach out to customers before they need support and solving issues three months in advance. customer support, customer service, support operations No No https://podcasts.fame.so/e/70njv9n4 "Dev Ops Vs Support" with Peter Muir of Dejero 7 No No k40py819 Peter Muir of Dejero joins us to talk about his time in support at Blackberry, Dejero's support tech stack and the intersection between Dev Ops and Support. Wed, 13 Nov 2019 10:00:00 +0000 Summatti Summatti 1624 Peter Muir of Dejero joins us to talk about his time in support at Blackberry, Dejero's support tech stack and the intersection between Dev Ops and Support. Peter Muir of Dejero joins us to talk about his time in support at Blackberry, Dejero's support tech stack and the intersection between Dev Ops and Support. customer support, customer service, support operations No No https://podcasts.fame.so/e/wlnq438x "Support Tech Doesn't Matter" with Theo Panaritis of Workable 6 No No w81nx213 Theo Panaritis of Workable joins us to talk about building internal relationships, why technology doesn't matter and how his marketing experience helps in support. Wed, 06 Nov 2019 10:00:00 +0000 Summatti Summatti 1555 Theo Panaritis of Workable joins us to talk about building internal relationships, why technology doesn't matter and how his marketing experience helps in support. Theo Panaritis of Workable joins us to talk about building internal relationships, why technology doesn't matter and how his marketing experience helps in support. customer support, customer service, support operations No No https://podcasts.fame.so/e/2mn42wn4 "Empowering Agents" with Rob Holcombe of Canopy Tax 5 No No vx065v1r Rob Holcombe of Canopy Tax joins us to talk about empowering agents, their NPS survey completion rates and shortening time to resolution. Wed, 23 Oct 2019 10:00:00 +0000 Summatti Summatti 1948 Rob Holcombe of Canopy Tax joins us to talk about empowering agents, their NPS survey completion rates and shortening time to resolution. Rob Holcombe of Canopy Tax joins us to talk about empowering agents, their NPS survey completion rates and shortening time to resolution. customer support, customer service, support operations No No https://podcasts.fame.so/e/mq80mwn3 "Scaling Customer Experience" with Sushila Sahay of Lightbend 4 No No 4p0kk80r Sushila Sahay of Lightbend joins us to talk scaling customer experience, Lightbend's support tech stack and when to introduce a customer success manager into the sales process. Wed, 16 Oct 2019 10:00:00 +0000 Summatti Summatti 1667 Sushila Sahay of Lightbend joins us to talk scaling customer experience, Lightbend's support tech stack and when to introduce a customer success manager into the sales process. Sushila Sahay of Lightbend joins us to talk scaling customer experience, Lightbend's support tech stack and when to introduce a customer success manager into the sales process. customer support, customer service, support operations No No https://podcasts.fame.so/e/7p8m3p8x "Managing Executive Stakeholders" with Chris Escobar of Planet Fitness 3 No No 670vkq1p Chris Escobar of Planet Fitness joins us to talk about managing executive stakeholders, company culture and AI's role in support. Wed, 09 Oct 2019 10:00:00 +0000 Summatti Summatti 1834 Chris Escobar of Planet Fitness joins us to talk about managing executive stakeholders, company culture and AI's role in support. Chris Escobar of Planet Fitness joins us to talk about managing executive stakeholders, company culture and AI's role in support. customer support, customer service, support operations No No https://podcasts.fame.so/e/x28xwwnq "Pro-Active Support" with Craig Stoss of Arctic Wolf Networks 2 No No x60m8817 Craig Stoss of Artic Wolf Networks joins us to talk pro-active support, where support is heading in the next 10 years and how he measures NPS. Wed, 02 Oct 2019 10:00:00 +0000 Summatti Summatti 1518 Craig Stoss of Artic Wolf Networks joins us to talk pro-active support, where support is heading in the next 10 years and how he measures NPS. Craig Stoss of Artic Wolf Networks joins us to talk pro-active support, where support is heading in the next 10 years and how he measures NPS. customer support, customer service, support operations No No https://podcasts.fame.so/e/jv85r1nw Meet Our Host: Sid Bhambhani of Summatti 1 No No n81q9w1m Rashmi (Summatti cofounder and COO) sits down with Sid (Summatti cofounder and CEO) to understand more about him, Summatti and this podcast. Wed, 25 Sep 2019 10:00:00 +0000 Summatti Summatti 864 Rashmi (Summatti cofounder and COO) sits down with Sid (Summatti cofounder and CEO) to understand more about him, Summatti and this podcast. Rashmi (Summatti cofounder and COO) sits down with Sid (Summatti cofounder and CEO) to understand more about him, Summatti and this podcast. customer support, customer service, support operations No No