August 4th is the date of our next Support Group Meetup and we’re so excited about our next speaker! Support Group is a community of customer service professionals who come together to discuss their experiences of serving communities. We’ve got another great speaker this time around: Chris Hunt.
Chris will be talking about scaling success in a business that utilizes SaaS platforms for their work. Here’s a little background about him.
Chris is a Customer Advocate at Typeform, an online form service that makes creating beautiful, interactive forms a breeze. Over most of his career, Chris has been back and forth between support and sales, which makes him very versatile and gives him a unique perspective.
“Often there is some form of pain between Sales and Support (over-promising of things that may not be able to be achieved). In my client interactions, whether it be high-touch or low-touch model, I strive to set realistic expectations for customers/users to ensure their long-term success.”
At Typeform, there are 5 Pillars of Support: Customer Support, Customer Experience, Education, Account Management, and Sales. Chris currently works as part of the Customer Support team, providing support for their largely North American customer base during hours that the HQ Barcelona team is not available.
Typeform’s 5 Pillar system is a something the company has been building for years and is the key to how they scaled their Success team. Each Pillar of Success is measured by KPI’s. Chris will be discussing these 5 Pillars, and addressing common challenges such as hiring a remote team, scaling the team effectively, and more.
We’re excited to hear his insights, and hope you call can join us on August 4th!
Also published on Medium.