Beth McEntee

Jean-Bernard Baptiste, Senior Manager of Customer Support at HubSpot, explains why creating value for your customers is the key to growing your business.

Typeform’s Senior Director of Customer Success Christine Werner outlines the importance of understanding your customers’ needs and desired outcomes, and how to create blueprints to help them succeed.

Zapier’s Director of Support Operations Richard Hall reflects on what it takes to build a great customer experience, from valuing your team to listening to your customers.

Measuring the right metrics adds context to your support operations, allowing you to effectively adjust your customer support strategy. Here are the metrics to keep an eye on.

When it comes to building a strong support experience, Chris Jewitt, Customer Success Manager at Klaus, notes that the key is to consistently measure the quality of customer conversations in order to know what’s working – and where there’s room to adapt and improve.

As the world looks ahead to the future of work, Kristen Swanson explains Slack’s focus on supporting its customers and helping them to navigate this transition.

Aircall’s Global Head of Customer Care Ian MacLean explores the importance of having an integrated support tech stack to avoid what’s known as the “swivel chair effect” – switching between multiple tools and screens to gather enough context to solve a problem.