Customer Success Masterclass for 7 and 8 figure E-commerce Brands
12:00 PM ET
ABOUT THIS EVENT
Building and managing a customer support function for a growing E-commerce brand is not for everyone. From staffing and hiring decisions, taking calls on which channels to focus on, and deciding whether to outsource it or build an in-house team, the variables in the equation are just a lot. Oh, let’s not even get into the attrition problem.
But it is irrefutable that figuring out customer support operations is an inflection point in the scaling journey of an E-commerce brand. It’s probably not the sexiest problem, but a problem that probably separates a 7-figure brand and a 9-figure brand.
As customer support leaders prepare for the most exciting half of 2022, we are bringing to you the playbook and framework that helped Snow set up and scale a world-class customer support function.
Tune in as Thomas McCray, Director of Customer Success at Snow shares actionable advice on:
- How to structure your CS team as you scale? How should you create micro pods
in the CS team to improve engagement and efficiency? - How to approach a multi-channel support setup?
- Creating the right SLAs and how they differ based on the support channel.
- Importance of agent experience and how to nail it right
12:00 PM ET
Customer Success Masterclass for 7 and 8 figure E-commerce Brands
ABOUT THIS EVENT
Building and managing a customer support function for a growing E-commerce brand is not for everyone. From staffing and hiring decisions, taking calls on which channels to focus on, and deciding whether to outsource it or build an in-house team, the variables in the equation are just a lot. Oh, let’s not even get into the attrition problem.
But it is irrefutable that figuring out customer support operations is an inflection point in the scaling journey of an E-commerce brand. It’s probably not the sexiest problem, but a problem that probably separates a 7-figure brand and a 9-figure brand.
As customer support leaders prepare for the most exciting half of 2022, we are bringing to you the playbook and framework that helped Snow set up and scale a world-class customer support function.
Tune in as Thomas McCray, Director of Customer Success at Snow shares actionable advice on:
- How to structure your CS team as you scale? How should you create micro pods
in the CS team to improve engagement and efficiency? - How to approach a multi-channel support setup?
- Creating the right SLAs and how they differ based on the support channel.
- Importance of agent experience and how to nail it right