Welcome to Decoded by Threado where we chat with founders, support and community leaders.
We talk about how to do great customer/community support at the intersection of AI, unpack unconventional methods to do support and community building. Together, we dissect, decode, and dive deeper into how they had successfully built stellar teams before and/or building them now.
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Building a Cohesive Support Team with Hannah Millar
In this episode of Decoded by Threado AI, we interview Hannah Millar, a seasoned leader in customer support with over two decades of experience. They discuss the evolution of customer support, the impact of AI, the importance of team dynamics, and the integration of support insights across organizations. Hannah shares her journey, insights on key performance indicators, and strategies for maintaining work-life balance in a demanding field. The conversation concludes with rapid-fire questions that highlight Hannah's perspectives on the future of customer support.
16 Sept 2024
Reimagining Customer Support: AI Implementation, Inclusive Hiring, Remote Collaboration w Rachel Wu
Meet Rachel Wu, Senior Manager of Technical Support at Iterable. With over a decade of experience, she's navigated everything from software engineering to retail sales before landing in customer support. Her journey may seem unconventional, but it’s this blend of skills that makes her a standout in the field.
In the video, Rachel dives deep into the essence of customer support - how it's all about solving problems, building relationships, and keeping things personal. She highlights the importance of premier support, where agents become more than just problem solvers. They’re partners who deeply understand customers' businesses, making interactions more seamless.
16 Sept 2024
AI in CS: Integrations, Data Security, & Real Impact | Bianca Ker, Sr. Director CS, Sprout Social
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