Customer Support Strategies, Metrics, and AI | Jovana Kandic | #10

Joana Kandic, Product Manager at cake.com, discusses customer support strategies, metrics, and future trends.

Jovana is a seasoned professional with a strong focus on customer support and success. She excels in managing all facets of customer service, from developing strategies to overseeing performance metrics. Currently, she is leading a team of product managers, driving innovation, and leveraging data to achieve business growth. In her previous role, Jovana directed customer support efforts, establishing policies, metrics, and quality assurance programs. Jovana also recruited, trained, and led teams while implementing systems to gather and analyze user feedback.

Takeaways

• Align customer support with business goals and focus on exceptional support

• Measure metrics such as first reply time, resolution time, and agent performance

• Utilize AI to analyze feedback and assist support teams

• Collaborate with other departments and prioritize communication

• Take care of support agents' well-being and monitor team retention

Connect with Jovana

• Website: www.cake.com

• LinkedIn: https://www.linkedin.com/in/jovana-kandic/ 

Connect with Vit

• Website: https://vitlyoshin.com/ 

• LinkedIn: https://www.linkedin.com/in/vit-lyoshin/ 

• X: https://twitter.com/vitlyoshin 

• Other: https://linktr.ee/vitlyoshin 

Timestamps

(00:00) Intro

(04:55) Customer Service Strategy

(16:20) Measuring Support Team and Customer Satisfaction

(27:45) Collecting Feedback and Analysis

(32:27) Trends and AI Tools for Support Team

(43:13) Collaboration and Communication Across Departments

(47:28) Advice from Jovana

Please subscribe, leave an honest review, and share with people you think will benefit from hearing this information.

Your support greatly helps and motivates me to produce more episodes like this.