Kallen Bakas - Are remote support teams the future? Lessons from Airbase's Director of Support
Download MP3🤙 About the guest - Kallen is the Director of Support at Airbase. He has over a decade of experience in building and managing customer support teams, especially in B2B SaaS companies
08:47 - Unique challenges of customer support for procurement and finance teams
12:22 - Categorizing customer support levels
14:00 - Philosophy and approach to customer support
20:47 - Value and limitations of AI in customer support
25:25 - Implementing AI: Focus on goals and use cases
31:11 - Customer feedback and agent assist
35:37 - Improving customer service experience
37:07 - Using AI for Data Analysis
40:09 - Building and developing a support team
45:36 - Building trust and team culture in a remote environment
47:13 - Communication and information flow in a remote team
51:20 - Tools and practices for remote team collaboration
53:16 - Advice for customer support leaders
