Caffeinated CX

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In this episode of Caffeinated CX, host Nathan Resnick sits down with Jeremy Watkin from NumberBarn to delve into the world of customer experience. Jeremy, who has been the director of customer experience for nearly four years, shares his journey to his current position and provides an insightful look into the operations at NumberBarn, the world's largest telephone number marketplace. The discussion covers topics such as support challenges, team management, the transition to Zendesk, the use of AI, and the role of support in guiding product development. Jeremy offers valuable insights and practical tips, providing a rich, behind-the-scenes look at customer experience in the telecommunications industry. Tune in to gain a deeper understanding of the intricacies of customer support and the evolving landscape of AI integration in customer service. We delved into topics ranging from support setup to the use of AI tools like Zendesk and the future of customer support. Here are three key takeaways from our insightful conversation: 1. Support Setup & Tools: NumberBarn boasts a mixed team of part-time and full-time support members, focusing on community connection and remote work flexibility. The team has made a successful transition to using Zendesk for email support, chat, social media plugins, and self-service tools like Answer Bot. 2. Metrics and Reporting: The support team at NumberBarn leverages Zendesk's reporting functions to stay on top of quality and productivity metrics, as well as customer satisfaction. They actively use dashboards to track performance and have also developed a robust grading rubric for quality assurance. 3. The AI Journey: While the team has embraced AI tools like Answer Bot and conversational flows, there's ongoing exploration to optimize their usage. Jeremy emphasizes the need to strike a balance between leveraging AI for deflection and maintaining a personal touch in customer interactions. Have a listen to the full episode to learn more about the evolving landscape of customer support and the role of healthy teams in driving customer happiness. #CustomerSupport #AIinCustomerService #SupportTeamHealth #CaffeinatedPodcast