E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja

CHURN FM

11/13/24 • 44 min

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

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

11/13/24 • 44 min

CHURN FM - E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja

Transcript

[00:00:00] Krishna Raj Raja: When we started the company, nobody had this notion of, I need to invest in this product category called support experience management. That's a category we created. People talk about brand experience, employee experience, product experience, customer experience, and they conveniently know the most important, which is support experience and the kind of an afterthought. So we created a category for it. We have grown significantly since we started. We're deployed in

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