03: How We Dropped Our Response Time to 7 Minutes

23/07/2018

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This episode’s guest, Senior Customer Success Manager Shahar Sasson joined us to dedicate the episode to what he loves most, happy customers.

Our Customer Success team has maintained its 7-minute average response rate for over a year but it wasn’t always like that. In this episode, we will discuss how monday.com realized that their 1,038 average response rate was something they had to change and how they went about doing so.

Shahar shared with us the ongoing challenge of maintaining our quick and quality response and the constant education required in a company that releases a new feature on a weekly basis.

We’ll also talk about chatbots, hard questions, the Customer Success Bible, and of course data and dashboards.

Enjoy

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