When we talk about support, we often talk about numbers and percentages. How many questions did the team answer? What was the response time? How many replies did it take to Latest Mailing Database close the ticket? This way of thinking about support is about efficiency. If you can maximize your team's productivity, you can help more customers for less. And it makes sense: to be there to support your customers in the future, you need a solid foundation to grow. But the obsession with efficiency can obscure what is most important and rewarding for support teams – in fact, helping customers. Support teams exist to solve customer problems, not to deflect them or find the quickest way to hit the “close” button.
There is no point answering a customer's question one day, only to have them come back unsatisfied a week later. That's why at Zapier , the tool that connects over 2,000 apps, they balance efficiency with another measure of success: customer results. They want to know, if a customer contacts support, if the product is still delivering the Latest Mailing Database desired results 30 days later? Championing this strategy is Pam Dodrill , vice president of customer support and success for Zapier, whose team works with more than 100,000 paying customers and 3 million enterprise users . For Pam, it all stems from a long-held belief that investing in the success of the customer will chart a direct path to that of the business. In his own words , “When you take care of your customers, the revenue comes.
Pam is a seasoned support leader with a resume that reads like a who's-who of Silicon Valley greats. Over her 25-year career, Pam's dedication to her customers has been the backbone of sustainable growth at companies like Salesforce, Zendesk, Service Max, and now Zapier. In the Scale Podcast Feedback, Pam details her support philosophy and the investments she's making to Latest Mailing Database drive better results for customers, in the long run. Listen to the full episode above or get Pam's main takeaways below. Meet Scale , Intercom's podcast series about growing business through customer relationships. If you like the conversation and don't want to miss the next episodes, just hit subscribe on iTunes , stream on Spotify , or grab the RSS feed in your reader of choice.