Good customer service can make or break a product - it can impact a product's growth, not to mention it's market value against competitors. Building a world-class customer service team is no easy feat, which is why we've invited Stephanie Mirch, Head of Customer Success at Nanit, to share her advice on building, learning from, and scaling a customer service team!
You asked, she's answering:
- Where should my company start? Email, phone, chat support?
- When do you know when to scale a CS team?
- What metrics do you find most valuable?
- & More!
MEET THE SPEAKER:
Helping people has always been in Stephanie’s blood. From her very first job answering phones at Pizza Hut she learned that excellent customer service is the foundation of a successful business. In the age of Social Media and online product reviews, she understands that customer service can make or break a brand. Building strong Customer Service Teams from the ground up is her passion! Stephanie has been able to adapt to different corporate cultures knowing the core requirements for excellent customer service remain constant. As the Director of Customer Service at Wink she learned many valuable lessons which helped develop and grow the CS team all while strengthening the brand. She has taken this knowledge to Nanit where she continues to enhance the customer experience.