Ep. 48: Building specialized teams for optimal support at Figma [Feat. Emma Chipperfield, Product Support Manager at Figma]

https://is1-ssl.mzstatic.com/image/thumb/Podcasts115/v4/30/fe/ae/30feae8c-7d1e-eada-6425-d3da565634c3/mza_3759897942710206205.jpg/600x600bb.jpg

Support Insights Podcast | CX & Customer Support Podcast by SentiSum

SentiSum

54 episodes

1 week ago

We share the "earned secrets" of customer experience leaders. An 'earned secret' is a unique solution to a hard problem, learned by overcoming a challenge that hardly anyone else has. In each episode, we hear how our guests have achieved big wins and overcome adversity to deliver great customer service and CX—with a focus on how-to strategies you can use to overcome your biggest challenges, too.

How To

Education

RSS

All content for Support Insights Podcast | CX & Customer Support Podcast by SentiSum is the property of SentiSum and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

How To

Education

https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_episode/9266682/9266682-1690209303411-c93eeffb4ccf9.jpg

Ep. 48: Building specialized teams for optimal support at Figma [Feat. Emma Chipperfield, Product Support Manager at Figma]

Support Insights Podcast | CX & Customer Support Podcast by SentiSum

23 minutes 33 seconds

2 years ago

Ep. 48: Building specialized teams for optimal support at Figma [Feat. Emma Chipperfield, Product Support Manager at Figma]

Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community

In today's episode of the Support Insights Podcast we talk to Emma Chipperfield, Product Support Manager at Figma, about how she's been building out specialized teams within the support structure and the benefits of this approach. We discuss the specialized segments Emma's team is split into, how this helps to improve the support experience, and the impact this approach has had on SLAs and CSAT If you're looking to optimize the structure of your support team, Emma also takes us through her advice, including how it's never too early to specialize! Plus, hear about how Figma encourages all teams to participate in product discovery, and how they keep the unofficial value of "Play" alive throughout the organization.

Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com