We recently hosted a panel of CX leaders to discuss the topic of “Managing Efficient Growth” that included Sean Peters, Head of Client Success at Ada, Craig Stoss a Senior Operations Manager at PartnerHero, and Somya Kapoor CEO and Co-founder of TheLoops. Below is a recap of the discussion.
Support is Shifting from a Cost Efficiency to a Growth Efficiency Model
For SaaS companies, support is a strategic driver of customer service and revenue expansion. Because of the incredible focus on increasing efficiency and productivity for SaaS businesses, a data-driven SupportOps approach is needed. Support can be a value driver, adding value to the customer experience as they are using your digital product.
“Support leaders who leverage data-driven insights, drive 3.5X more revenue growth”, Accenture End-to-endless Customer Service Survey
The Untapped Super Power of SaaS Support
We now live in a SaaS-based, customer-centric environment which integrates data from all sorts of systems. This data enables the resolution of issues, while also providing additional customer insights into the business.
“Product and engineering teams are often 2 or 3 layers removed from understanding the revenue impact of product issues. TheLoops provides a really strong signal of the revenue and broader customer impact of an issue so that we’re making data-based decisions,” Sean Peters, Head of Customer Success, Ada
These insights can provide customer success teams with account sentiment or guide product teams in realtime on bug-feature requests. Ideally, you can begin to identify issues before they happen. Pulling the voice of the customer from out of all the engagement data is an untapped super power.
Making the Customer The Center of Decision-Making
Support is creating data not only for its own consumption but also for product, engineering and success teams to help them run the business better. Critical insights from support data is bringing the customer into the center of decision-making.
“Support teams are identifying better ways of doing things within the product by learning from the challenges that our customers have with features. It’s becoming a growth engine opportunity,” Sean Peters, Head of Customer Success, Ada
Intelligent SupportOps is how you make customer interactions more valuable, more personalized and contextual as well as more efficient.
Proactive Support is Powered By Data
Data used to be the sole preserve of customer success, now support is driving numerous insights for the organization. And with data you can solve problems before they happen.
“In the world of integrated data is the ability to solve problems before they happen,” Craig Stoss, Sr Operations Manager, PartnerHero
Proactive support is crucial to developing and enhancing the customer relationship as support is now in a position to make feature recommendations on how to improve the product using contextualized data.
The Future of SupportOps
We need to stop talking about channels and focus instead on the quality of service we’re providing. We need to be more proactive and have datasets that enable us to resolve tickets quickly and efficiently. Making everything automated, seamless and effortless is the future. And data is the big enabler here.
“TheLoops increased visibility into my support operations by 5x and highlighted opportunities for us to improve our processes and meet the demands of a growing business,” Sean Peters, Head of Customer Success, Ada
You’re going to see an increased focus on the importance of taking care of the customers that you have right now and ensuring that they stay. It’s about sliding up the scale from reactive, to proactive, to preventative. Getting to the point where we recognize that a customer is having or about to encounter an issue before they do. That is the future of SupportOps.
Want to see the whole webinar? You can sign up here to watch the on demand recording of the “Future of SupportOps – Managing Efficient Growth”.
About Our Speakers
Sean Peters
Sean is the Head of Client Success and Automated Customer Experience at Ada, an automated customer experience company that provides chatbots used in customer support. He is focusing on saving companies time and money while providing an automation first customer support experience. He is passionate about designing and developing solutions to make clients more efficient, successful, and profitable. Understanding businesses needs and requirements, solving their problems, and addressing their pain points. He loves building amazing teams and nurturing thought leadership to drive the future of Automated Customer Experience.
Craig Stoss
Craig is Senior Operations Manager at PartnerHero, a BPO that builds globally distributed teams of exceptional individuals who provide next level customer experiences and innovative solutions for companies of all sizes. He has spent time in more than 30 countries working with support, development, and professional services teams building insight into Customer Experience and engagement. He has designed, built, and executed successful outsourcing strategies, scaled success, support, and professional service processes, and implemented cross-functionally solutions to prepare for, and accelerate, startup growth.
Somya Kapoor
Somya is CEO and Co-Founder of TheLoops, an intelligent SupportOps platform for product growth. Her experience spans from building ML and predictive analytics products to product go-to-market; this was at both SAP and ServiceNow. At ServiceNow, she led expanding the ITSM portfolio to include an AI/ML strategy that included release planning and revenue management. At her previous startup, she was responsible for building an autonomous service desk solution which empower users without the use of service tickets. She is a recurring author for several publications and a speaker at numerous Enterprise Software conferences. She has been working within the space for more than 15 years.
