Joana Kandic, Product Manager at cake.com, discusses customer support strategies, metrics, AI, 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
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The audio version of the Vit Lyoshin Podcast can be found on Spotify and Apple podcast platforms.
