Ep. 20: How Loom tackled contact rate while scaling to 10m users [Feat. Lauren Cunningham, Senior Support Ops & Strategy Lead, Loom] [Scale series] - a podcast by SentiSum

This week's guest is the incredible Lauren Cunningham, Senior Support Ops & Strategy Lead at Loom.

In Lauren's 2.5 years at Loom, the company went through a mind-blowing growth period—from 700,000 to 10,000,000 users.

For the customer support team that meant dramatically rising requests and issues to handle.

Over the period, Lauren and the Loom team used a number of tactics to reduce the percent of customers contact support from 4% to 1%.

For example:

• They built out a high-quality help centre, and viewership increased from 1 million per quarter to 3 million.


• Their web-app automation served 350,000 answers before tickets got created.


• Their chatbot reduced ticket volume by 15-20%.


• They used Loom's own product to deliver fast and personalised customer communications.


• They leveraged support insights to drive product improvements.

And, the best bit?

The Loom team prioritised customer experience, not ticket deflection, and their CSAT scores remained high.

In this episode, we also chatted about support insights and Loom's product-feedback loop.

So if you love customer insights like we do, listen until the end to hear how and why Loom shares support insights across the company.

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