Recorded Live Chats

Customer Service 101 - Building, Learning, & Scaling a Team

Customer Service 101 -   Building, Learning, & Scaling a Team

For quick access to this video only, please enter your email.

Watch now

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.

More Live Chats That Might Be Interesting For You

see all live chats
Pivoting Into An Engineering Career
Pivoting Into An Engineering Career

Career pivots are becoming the norm thanks to bootcamps and a plethora of online resources. It's safe to say that pivoting into a career in engineering isn't as challenging as it once was - but still a pretty daunting task! Anjali Merchant and Hannah Barton are both career pivoters who've found a home at Polis, a company that's reinventing how people communicate. Ask Anjali and Hannah anything about becoming engineers in this live chat - and find out more about the company they call home! You asked, they're answering: What did you do before working at Polis? Which route did you take to become engineers? What advice do you have for other pivoters looking to start a career in Engineering? Is Polis hiring? & more! MEET THE SPEAKERS: Anjali Merchant Anjali graduated with a B.A. from Middlebury College and M.S. from Yale University. After working as a technology consultant, Anjali studied full-stack software engineering at the Grace Hopper Program, an all women programming school. She is currently a software engineer at Polis. Hannah Barton Hannah received her bachelor’s degree in Philosophy with a minor in Physics at Brandeis University. After working in sales at a large organic food company for several years, she attended Grace Hopper and switched careers into software development. She works as a software engineer at Polis.

How To Be Customer Centric | Tips For Nailing Your Next Leadership Role
How To Be Customer Centric | Tips For Nailing Your Next Leadership Role

Customers are at the core of most businesses, but not every business takes the time to understand what their customers actually want and need. Great Leaders are customer centric - and in this live Q&A you'll learn how to leverage those customer relationships to nail your next leadership role! Ask Irit Eizips, a Customer Success thought leader anything, and take your career (and your Customer Success program) to the next level. MEET THE SPEAKER: Irit Eizips is Customer Success thought leader who’s mission is helping high growth companies, establish a proactive and scalable customer success practice. Irit is frequently featured in podcasts, books, and industry events as a subject matter expert on customer success strategy. In 2014, Irit founded CSM Practice, a boutique consulting firm providing scalable solutions to reducing churn, increasing upsells and growing advocacy. Connect with Irit Eizips on Twitter, YouTube or sign up for her weekly Customer Success newsletter. About CSM Practice: CSM Practice specializes in the design and implementation of best of breed scalable customer success programs using an optimal combination of strategy, playbooks, and technology. CSM Practice is the first to develop accelerated methodologies for customer success programs and is continuously producing thought leadership content for the Customer Success community. The company was founded in 2014 and is headquartered in Sunnyvale, California. Additional information can be found at www.csmpractice.com or connect with CSM Practice on Twitter, Pinterest, Instagram and Facebook.

Climbing The Ladder With Baby On Hip - Tips From A Single Mom
Climbing The Ladder With Baby On Hip - Tips From A Single Mom

Climbing the ladder is hard enough - climbing the ladder while raising a child, alone, is even harder. Take it from Aja Y. Martinez, Assistant Professor of Writing and Rhetoric at Syracuse University, who's been there and has shared her story in this viral blog post, it's not easy, but it can be done (and she would't take back those experiences)! Aja is sharing her story with the PowerToFly community while answering your questions about how you too, can rise to the top of your career as a single mom and change the path for mothers to come. MEET THE SPEAKER: Aja Y. Martinez is Assistant Professor of Writing and Rhetoric at Syracuse University. Her scholarship, published nationally and internationally, focuses on rhetorics of racism and its effects on minoritized peoples in institutional spaces. Her efforts as teacher-scholar strive towards increasing access, retention and participation of diverse groups in higher education.