🙌🏼 On this episode, we’re joined by Rapha Fontes, Senior Vice President, Customer Operations at @squarespace: [ Ссылка ]
👟 Rapha truly understands the importance of walking in your customers’ shoes in order to meet expectations and continually improve products.
Timestamps:
4:35 - The importance of design in Squarespace's culture and its impact on trustworthiness
8:27 - The teams and processes in place at Squarespace for collecting and addressing customer feedback
10:42 - Overall challenges in collecting and acting on customer feedback
11:21 - The tension between building new things and fixing existing issues
12:57 - Automation and integration of bug-reporting processes
15:43 - Maintaining human connections as a company scales
24:14 - The importance of experiencing the support process firsthand
25:43 - Framing support work as empowering and impactful
Resources mentioned:
Squarespace: [ Ссылка ]
Zendesk Community: [ Ссылка ]
Zendesk User Groups: [ Ссылка ]
Zendesk makes customer service better. We build software to meet customer needs, set your team up for success, and keep your business in sync.
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