Sanjeev Sisodiya's guest appearances

Sanjeev Sisodiya

The Customer Support Podcast

Greg Collins

Joshua Lory

Patty Hatter

Manny Ruiz

John Ragsdale

James Sung

David Tirazona

Kimberly Gress

Rick Gianvecchio

David Rubinstein

Nir Galpaz

Abhay Solapurkar

Brenda Guardado

Bernie Kassar

Philippe Mesritz

OwlTail

Postman

 Postman has 8 million registered users across 400K organizations Freemium model but support for all users. Changed internal perspective by not calling them “free” users but users who have not derived enough value to pay for the product. Sales Support in Bangalore Product Support needs responsiveness and is distributed across the globe.  10 Individuals across Hawaii, Austin, Portugal, Nigeria, New Zealand, India). That helps in managing round the clock support. Also, San Francisco and Bangalore are highly competitive markets.     Customer success Team 6 people High Responsiveness — First response time in 30min - 1hr   Annual case volume - 20K     90-95% incoming cases over email and even twitter. 10-15% break fix cases / 80% or more are How-tos.   New agent Training — 2 weeks learning the product and then they get into actual support tickets.     Technology stack: Zendesk (ticketing, knowledge), Slack, JIRA/Confluence (root cause analysis, documentation), Public issue tracker on GitHub (bugs and feature requests). Engineering more engaged there rather than support, User Community   Unique thing — all conversations are logged on to ONE SLACK CHANNEL accessible by EVERYONE in the company. Provides complete transparency to entire organization and makes support more visible. Priorities for next year: Premium Support for Enterprise Customers, Closing the loop — cadence between support and product teams to highlight product areas that need improvement. Also, provide feedback on “supportability” of features What would you do differently if you were to go back in time -- Hire more people and distributed earlier, Treat free users as customers from day Favorite business book -- The Checklist Manifesto: How to Get Things Right, Atul Gawande

<ul> <li>Postman has 8 million registered users across 400K organizations</li> <li>Freemium model but support for all users. Changed internal perspective by not calling them “free” users but users who have not derived enough value to pay for the product.</li> <li>Sales Support in Bangalore</li> <li>Product Support needs responsiveness and is distributed across the globe. </li> <li>10 Individuals across Hawaii, Austin, Portugal, Nigeria, New Zealand, India). That helps in managing round the clock support. Also, San Francisco and Bangalore are highly competitive markets.<br>    <ul> <li>Customer success Team 6 people</li> <li>High Responsiveness — First response time in 30min - 1hr</li> </ul> </li> <li>Annual case volume - 20K<br>    <ul> <li>90-95% incoming cases over email and even twitter.</li> <li>10-15% break fix cases / 80% or more are How-tos.</li> </ul> </li> <li>New agent Training — 2 weeks learning the product and then they get into actual support tickets.<br>    <ul> <li>Technology stack: Zendesk (ticketing, knowledge), Slack, JIRA/Confluence (root cause analysis, documentation), Public issue tracker on GitHub (bugs and feature requests). Engineering more engaged there rather than support, User Community</li> </ul> </li> <li>Unique thing — all conversations are logged on to ONE SLACK CHANNEL accessible by EVERYONE in the company. Provides complete transparency to entire organization and makes support more visible.</li> <li>Priorities for next year: Premium Support for Enterprise Customers, Closing the loop — cadence between support and product teams to highlight product areas that need improvement. Also, provide feedback on “supportability” of features</li> <li>What would you do differently if you were to go back in time -- Hire more people and distributed earlier, Treat free users as customers from day</li> <li>Favorite business book -- <a href="https://www.amazon.com/Checklist-Manifesto-How-Things-Right/dp/0312430000/ref=sr_1_2?crid=121YXRGNI1EV9" rel="nofollow" target="_blank">The Checklist Manifesto: How to Get Things Right</a>, Atul Gawande</li></ul>

Episode 16: (B2B) Sanjeev Sisodiya, Vice President Customer Success, Postman