"Customer Support Algorithms" with Brittany Naylor of Evernote

11/28/19 • 37 min

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.

Previous Episode

"Why People Don't Care About Gift Cards" With Ryan Steinberg of Intercom

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.

Next Episode

"Holistic KPI's" with Eitan Pick of Lumen

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.