Sean Peters
Head of Client Success & Automated Customer Experience
Craig Stoss
Senior Operations Manager
Somya Kapoor
CEO and Co-founder
Overview
Discover How Ada Uses SupportOps
In Product-led Growth companies, SupportOps is a strategic driver of efficient growth. Namely, customer service expansion and revenue retention. Today, there is an incredible focus on increasing efficiency and productivity for these businesses that requires a new data-driven support approach. Support leaders from Ada, PartnerHero and TheLoops will discuss:
- Using data insights and automation for productivity and efficiency gains
- Metrics for measuring customer service
- Evolution of support organizations to meet product growth objectives
Our panel of support leaders will discuss the outcomes of different approaches as well as the strengths and tradeoffs of each.
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47 minutes
About the speakers
Sean Peters
Head of Client Success & Automated Customer Experience at Ada
Sean Peters 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
Senior Operations Manager at Partner Hero
Craig Stoss 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. Craig has spent time in more than 30 countries working with support, development, and professional services teams building insight into Customer Experience and engagement. Craig 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
CEO and Co-founder at TheLoops
Somya’s experience spans from building ML and predictive analytics products to product go-to-market at leading companies SAP, ServiceNow and other customer service startups. Her company TheLoops is transforming support operations for modern SaaS businesses. She has been working within the space for 15+ years.