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In this engaging episode of the Customer Success Playbook, Joydeep Sen Sarma, CEO of Clearfeed, dives into how B2B customer support is evolving towards chat-based platforms like Slack and Microsoft Teams. He talks about how today’s support teams are adapting to meet customers right where they work, offering practical tips on how to implement and scale these new solutions while keeping service quality high.

Here's a deeper look at some of the key takeaways:

Shifting Support Paradigms

• Moving from transactional support to building true partnerships
• Embracing the generational shift towards chat-based communication
• Transforming support from just a cost to a real growth driver

Challenges and Solutions

• Integrating new tools with existing ticketing systems
• Keeping response times consistent across all channels
• Finding the right mix of automation and human touch
• Using AI to make responses faster and more accurate

Business Impact

• Making support more accessible and engaging for customers
• Cutting down response times, with some teams now offering 15-minute guarantees
• Differentiating from competitors through a standout support experience
• Opening doors for deeper partnership opportunities

Looking Ahead

• AI-powered support that helps teams respond faster
• Blending structured and unstructured data for richer insights
• The evolution of knowledge management and automatic documentation

Joydeep brings a fresh perspective on how B2B support is changing and what companies need to do to stay ahead. It’s a conversation packed with insights for anyone looking to modernize their customer support strategy.

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