Technical Support is challenging. Customers are calling when they are in need. Providing a positive customer experience is essential to the growth and retention of clients in this fast paced industry. As innovators in this industry, it is vital we provide competitive frameworks, market-leading vision, team motivation and insight to keep our teams and peers engaged in the valuable work we do for our customers. This P2P will focus on topics that will help you grow as a thought leader, expand cross-functional aspects of Customer Success and help build and maintain successful technical support organizations that scale to your customers’ demands. Join us and share your experiences and failures and discuss the challenges you face daily.
Communitech’s Peer2Peer Network helps professionals in the Waterloo Region tech industry share challenges and lessons-learned in a friendly, informal environment. Peer2Peer groups provide an opportunity for individuals in similar roles, specialties or functions to exchange advice and best-practices information. Communitech is a not-for-profit organization aimed at helping tech companies start, grow & succeed.
Join us for an evening of learning from experienced leaders of support, success and services teams as we explore some of the best ways to improve your customer experience program. Customer Experience is now a major differentiator in the market, and getting it right can result in significant improvements in customer satisfaction and renewal rates, as well as revenue growth. Our speakers, Jacqueline Chow from Loopio, and Craig Crisler from Support Ninja, will speak about their experiences and answer questions and scenarios given by attendees.
If you have questions, please submit them in advance to Craig Stoss or through the Meetup Discussions feature.
Craig Crisler, COO of Support Ninja, brings a cross-vertical and multi-faceted approach to scaling and bolstering CX initiatives in numerous for-profit and non-profit organizations. Starting with his first exit, at the age of 18, he sold his bay area record company to Sony music and since has expanded on that with over twenty years of operational and leadership experience in start-ups and growing companies. At SupportNinja, a fast growing BPO company based out of Austin, Texas with international operations in the Philippines, Craig handles all of the day to day activities managing more than 600 agents who are working with some of the fastest growing startups and innovative companies in the country. From one of the most famous hotel reservation platforms to one of the world's largest bitcoin exchange platforms, Craig spends every day focused on the customer experience and helping end users and 80+ clients understand how important the human element is to deliver at the highest level of CX every day.
Jacqueline Chow is the Manager, Support & Services at Loopio. With Jacqueline's guidance, the Support & Services team has built a focus on three core missions:
1. Providing a quality of service that drives retention and the desire to upgrade
2. Finding answers and solutions as product functionality experts for both Users and internal team members, and
3. Being the “Voice of the Users” across Loopio.
Jacqueline started as the sole User Support Specialist in 2016 when Loopio had 350 Users across 200 customer accounts. Since then, Jacqueline has built the Support & Services team to 8 people, including the two branches of User Support and Professional Services. These teams support 10,000+ Users across 575+ customer accounts.