Episode 22: (B2B) Ekaterina Syromyatnikova, Director Support, Wrike - a podcast by Sandeep Jain

• Wrike provides a SaaS platform work management — project management and collaboration


• Customers are small business to enterprise level. 20K+ across 130 countries. Freemium model


• 60+ people in support team across Eastern Europe. Two tiered support. Majority in Tier-1. Support Ops and Documentation team part of overall support team as well


• Several thousand tickets per month across email, web, live chat (paid customers only) and phone


• Incoming cases — 10-15% product issues. Rest how-to cases


• Support tool stack: Zendesk, Guru (internal knowledge), Wrike (task management)


• Friction points in Support: Integration of different customer facing systems e.g., last conversation with CSM, sales conversations etc.,


• Priority for coming year - Premium support for enterprise customers / Self-service to all (agent chat is available to certain customers only today


• Metrics — First Response Time (FRT), Time to Resolution, Quality of response (Customer Effort Score). Used to measure CSAT earlier — response rate was good but lacked in meaningful insights


• Things to note — Support is not outsourced, opportunities for horizontal growth for support engineers


• Books — Effortless Experience (Matthew Dickson, Nick Toman), Radical Candor (Kim Scott), Why its so hard to be fair (HBR).

Further episodes of The Customer Support Podcast

Further podcasts by Sandeep Jain

Website of Sandeep Jain