Brenda Guardado's guest appearances

Brenda Guardado

The Customer Support Podcast

The Brief

David Ryan Polgar

Sean Herman

Justin Davis

Greg Collins

Joshua Lory

Patty Hatter

Manny Ruiz

Amitabh Kumar

Jeffrey Tinsley

John Ragsdale

Daniel Mori

James Sung

David Tirazona

Kimberly Gress

Sanjeev Sisodiya

OwlTail

On this minisode, we talk about trust and safety on dating apps with our guest Brenda Guardado, Head of Customer Experience at Coffee Meets Bagel ("CMB"). CMB is a dating app that sends their users select matches once a day at noon for less swiping and more great dates. Brenda leads all customer experience initiatives at Coffee Meets Bagel, which includes fraud operations, content abuse and policy creation.On this episode:- Brenda Guardado, Head of Customer Experience, Coffee Meets Bagel (https://www.linkedin.com/in/brendaguardado/)- Hosted by: Meredith Reed-------------------------------------------The Brief is a podcast featuring trends, topics and conversations on Internet safety. This podcast is brought to you by Spectrum Labs --  a tech company focused on building AI and big data solutions to keep online communities healthy. For more information, visit us at getspectrum.io.On each episode, we talk to industry experts about trust and safety issues facing online communities today. We also talk about solutions and effective strategies for change.Follow us on social media:LinkedIn: https://www.linkedin.com/company/spectrum-labsInstagram: https://www.instagram.com/spectrumlabsai/Facebook: https://www.facebook.com/RealSpectrumApp/Twitter: https://twitter.com/SpectrumLabsAIQuestions? Comments? Email us at demo@getspectrum.io.Enjoying The Brief? Please rate, review &amp; subscribe to our show! https://podcasts.apple.com/us/podcast/getspectrum/id1493246023

On this minisode, we talk about trust and safety on dating apps with our guest Brenda Guardado, Head of Customer Experience at Coffee Meets Bagel ("CMB"). CMB is a dating app that sends their users select matches once a day at noon for less swiping and more great dates. Brenda leads all customer experience initiatives at Coffee Meets Bagel, which includes fraud operations, content abuse and policy creation. On this episode: - Brenda Guardado, Head of Customer Experience, Coffee Meets Bagel (<a href="https://slack-redir.net/link?url=https%3A%2F%2Fwww.linkedin.com%2Fin%2Fbrendaguardado%2F" rel="nofollow" target="_blank">https://www.linkedin.com/in/brendaguardado/</a>) - Hosted by: Meredith Reed ------------------------------------------- The Brief is a podcast featuring trends, topics and conversations on Internet safety. This podcast is brought to you by Spectrum Labs --  a tech company focused on building AI and big data solutions to keep online communities healthy. For more information, visit us at <a href="https://slack-redir.net/link?url=http%3A%2F%2Fgetspectrum.io" rel="nofollow" target="_blank">getspectrum.io</a>. On each episode, we talk to industry experts about trust and safety issues facing online communities today. We also talk about solutions and effective strategies for change. Follow us on social media: LinkedIn: <a href="https://slack-redir.net/link?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fspectrum-labs" rel="nofollow" target="_blank">https://www.linkedin.com/company/spectrum-labs</a> Instagram: <a href="https://slack-redir.net/link?url=https%3A%2F%2Fwww.instagram.com%2Fspectrumlabsai%2F" rel="nofollow" target="_blank">https://www.instagram.com/spectrumlabsai/</a> Facebook: <a href="https://slack-redir.net/link?url=https%3A%2F%2Fwww.facebook.com%2FRealSpectrumApp%2F" rel="nofollow" target="_blank">https://www.facebook.com/RealSpectrumApp/</a> Twitter: <a href="https://slack-redir.net/link?url=https%3A%2F%2Ftwitter.com%2FSpectrumLabsAI" rel="nofollow" target="_blank">https://twitter.com/SpectrumLabsAI</a> Questions? Comments? Email us at <a href="mailto:demo@getspectrum.io">demo@getspectrum.io</a>. Enjoying The Brief? Please rate, review &amp; subscribe to our show! <a href="https://slack-redir.net/link?url=https%3A%2F%2Fpodcasts.apple.com%2Fus%2Fpodcast%2Fgetspectrum%2Fid1493246023" rel="nofollow" target="_blank">https://podcasts.apple.com/us/podcast/getspectrum/id1493246023</a>

Swiping Safely ft. Brenda Guardado, Head of Customer Experience at Coffee Meets Bagel 

 Key Insights  Tech Tool Stack: Zendesk (Ticketing, Helpdesk, AnswerBot), Sprout Social (Twitter, Facebook), Mode (Data Science) Ticket Volume: Few hundred tickets on a daily basis Ticket across channels: 80% Email, 10% (Twitter, Facebook, Instagram, Reddit), 10% (Google PlayStore, Apple App store Case deflection with Answer Bot is ~5% They have Tiered Support — Tier-1/Tier-2 (outsourced), Tier-3 (internal).  8 support employees Metrics : First Response Time (FRT), Customer Satisfaction (CSAT), Full resolution time, Customer Request Volume They decided to delist from Galaxy Store due to overhead of software maintenance, need for support agents to have a separate testing unit and lack of RoI in terms of users. Chat "bots" didn’t work for them in the past but they are considering introducing live chat Also, exploring customer communities after seeing good engagement on reddit

Key Insights <ul> <li>Tech Tool Stack: Zendesk (Ticketing, Helpdesk, AnswerBot), Sprout Social (Twitter, Facebook), Mode (Data Science)</li> <li>Ticket Volume: Few hundred tickets on a daily basis</li> <li>Ticket across channels: 80% Email, 10% (Twitter, Facebook, Instagram, Reddit), 10% (Google PlayStore, Apple App store</li> <li>Case deflection with Answer Bot is ~5%</li> <li>They have Tiered Support — Tier-1/Tier-2 (outsourced), Tier-3 (internal).  8 support employees</li> <li>Metrics : First Response Time (FRT), Customer Satisfaction (CSAT), Full resolution time, Customer Request Volume</li> <li>They decided to delist from Galaxy Store due to overhead of software maintenance, need for support agents to have a separate testing unit and lack of RoI in terms of users.</li> <li>Chat "bots" didn’t work for them in the past but they are considering introducing live chat</li> <li>Also, exploring customer communities after seeing good engagement on reddit</li></ul>

Episode 12: (B2C) Brenda Guardado, Head of Support, Coffee Meets Bagel