For startups and small businesses, customer success and customer retention are arguably more important than generating new sales. But it can be difficult to find the resources and manpower to create a successful customer-facing team. And it can be even more difficult to scale those teams properly as a business grows.
Join us for a live stream on Monday, May 2 at 2:30pm EST as we go from soup to nuts on customer support and service, and share actionable best practices for aligning your team for success, no matter how large your business.
This is an interactive live stream, and we encourage you to tweet any questions before and during the live stream using the hashtag #GALive.
Stephanie Bono, Justworks
Stephanie Bono is the Manager of Customer Experience at Justworks, where she leads the Account Management and Customer Experience teams responsible for providing world class service to their clients. Her mission at Justworks is to create a network of experts who make understanding the nitty gritty of HR, compliance, and healthcare painless, easy, and enjoyable. She has a fierce passion for perfecting process and loves to create ways to make her team’s workflow easy. Prior to joining Justworks Stephanie helped build and scale the on-boarding process and Account Management team at a mobile payment startup that was recently acquired. She has 6 years experience in customer service and 3 in tech and startups.
Adam Covalt, Bonobos
As Manager of Customer Experience, Adam Covalt's job is to be the all-encompassing leader of the Ninja team at Bonobos. He serves as the advocate and talisman for the Ninja lane with other departments while also serving as the primary spokesperson for the Bonobos customer. His decisions and opinions are a fine mix of what’s best for the customer and for the Ninja lane as a whole. His responsibilities are tied to overseeing and guiding the day to day operations of the Ninja lane, while also steering the lane forward with structural internal improvements and enhancing the customer-facing service the Ninjas provide. At the end of the day though, his biggest hope is for every customer to end his or her experience with Bonobos more than just relieved and happy. These are all positives of course, but why not strive for customer enlightenment?
Karl Pawlewicz, Olark
Karl is the Voice of Olark. He spends his day drinking coffee and talking to Olark customers and partners about the SSH of Customers: Support, Success and Happiness. He has more than 12 years of experience in tech, and has spent the last six years helping startups with marketing communications. Outside of work hours he can be found on a soccer field, on a run, or on a karaoke mic.