Episode 7 · TUE 27 SEP 2022
Customer Support: What You Need to Know!
What customer support really is, where companies get it wrong, how to keep support heroes — and whether customer success is a different job.
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1h 1m · 27 September 2022
Show notes
The customer is why the business exists. Jo-Sharon Udoh (Head of Customer Success & Technical Account Management, Flutterwave) and David Edokpayi (Head of Customer Experience, Small Small Technology) on what customer support really is, where companies get it wrong (expectations set too high, then an unanswered customer), how to hire and keep support heroes, and why the customer may not be king but still needs hand-holding and honesty.
And the debate: is customer success different from customer support? Reactive versus proactive — where support ends, success begins, and you don't build the second without the first.
Hosted by Goodnews George (@eliontheegreat), with co-host Emmanuel Ogunsola (@iyanu_emmanuel).
Also on the mic from the room: @Titilola, @FunmilayoJaga.
Recorded live as an X Space on Tuesday 27 September 2022.