Kimberly Gress's guest appearances

Kimberly Gress

The Customer Support Podcast

Greg Collins

Joshua Lory

Patty Hatter

Manny Ruiz

John Ragsdale

James Sung

David Tirazona

Sanjeev Sisodiya

Rick Gianvecchio

David Rubinstein

Nir Galpaz

Abhay Solapurkar

Brenda Guardado

Bernie Kassar

Philippe Mesritz

OwlTail

 Energage initially started with product that does “Top Workplace”. Companies purchase Energage to get a better sense of the data and use that to engage effectively with employees. Energage customers are small enterprises (50) to large enterprises (5000+ employees.). Overall 8000 customers; both paying and non-paying. Split is roughly 50/50. Team -  Roughly 7 onboarding and support team, customer education team (just starting), product services (just starting) and customer success (5 and expanding). Technology — Case management (Salesforce), Contact Center (RingCentral), In-app education (Pendo). Case volume — Roughly 1700 cases per month. 80% over email , Chat (15% over intercom), Phone (5% over ringcentral). 80% case volume is Tier-1 (cases that should not have been filed). Rest are Tier-2 (cases that require agents) and Tier-3 (case that require engineering to be involved). Knowledge — prefer how-to articles more than video (text gives context quickly vs video). Knowledge creation needs to be part of case workflow (KCS — Knowledge Centered Support). 2020 Initiatives — Create a support portal, community (how to drive customers there first), knowledge management (keeping it current) Would like to see average time per case going up which means agents are having more meaningful conversations — Metrics (Net/Gross Retention Revenue, NPS, CSAT, Customer Health Score, etc., Paid premier support is a good way to generate revenue for support teams (at Boomi, it had ~50% attach rate). Chatbots — curious but not part of 2020 plan. Resources: Podcasts - Helping Sells Radio, Revisionist History

<ul> <li>Energage initially started with product that does “Top Workplace”. Companies purchase Energage to get a better sense of the data and use that to engage effectively with employees.</li> <li>Energage customers are small enterprises (50) to large enterprises (5000+ employees.). Overall 8000 customers; both paying and non-paying. Split is roughly 50/50.</li> <li>Team -  Roughly 7 onboarding and support team, customer education team (just starting), product services (just starting) and customer success (5 and expanding).</li> <li>Technology — Case management (Salesforce), Contact Center (RingCentral), In-app education (Pendo).</li> <li>Case volume — Roughly 1700 cases per month. 80% over email , Chat (15% over intercom), Phone (5% over ringcentral).</li> <li>80% case volume is Tier-1 (cases that should not have been filed). Rest are Tier-2 (cases that require agents) and Tier-3 (case that require engineering to be involved).</li> <li>Knowledge — prefer how-to articles more than video (text gives context quickly vs video). Knowledge creation needs to be part of case workflow (KCS — Knowledge Centered Support).</li> <li>2020 Initiatives — Create a support portal, community (how to drive customers there first), knowledge management (keeping it current)</li> <li>Would like to see average time per case going up which means agents are having more meaningful conversations — Metrics (Net/Gross Retention Revenue, NPS, CSAT, Customer Health Score, etc.,</li> <li>Paid premier support is a good way to generate revenue for support teams (at Boomi, it had ~50% attach rate).</li> <li>Chatbots — curious but not part of 2020 plan.</li> <li>Resources: Podcasts - <a href="https://www.servicerocket.com/success/podcast" rel="nofollow" target="_blank">Helping Sells Radio</a>, <a href="http://revisionisthistory.com/" rel="nofollow" target="_blank">Revisionist History</a></li></ul>

Episode 17: (B2B) Kimberly Gress, Vice President Customer Success, Energage