Quality Conversations with Klaus
Quality Conversations with Klaus features stories of companies and individuals that go the extra mile to create an exceptional customer experience. Each episode features a positive customer service story, as well as actionable takeaways listeners can use to improve their own service.
E8: Fireside Chat With Emilie Robert, Enterprise Customer Success Executive at Zendesk
Welcome to another episode of Fireside Chats with Klaus. This week, Valentina sat down with Emilie Robert, who is an Enterprise Customer Success Executive at Zendesk. Within the knowledge-packed 20 minutes, you’ll hear how Emilie managed to maintain warm relationships with her customers despite the pandemic, how being seen as a partner by your customers can make a world of difference, as well as the surprising parallels between film production and customer success. Get cozy and enjoy!
June 28, 2021
E7: Fireside Chat With Mara Vicente, VP of Customer Service at Pipedrive
Welcome to the Fireside Chats with Klaus. The host of today's episode is Martin Kõiva, the CEO & co-founder of Klaus who gave our regular host Valentina an evening off so that for once she could also enjoy the show from the audience. Not only is this episode special because Martin tries his hand at being a podcast host - but it’s also a rare opportunity to get to know how customer service is done at Pipedrive, one of the latest European unicorns. What’s more, this episode’s guest Mara Vicente, VP of Customer Service at Pipedrive, took on the job when Martin left Pipedrive to found Klaus. Intriguing, right?
June 16, 2021
E6: Fireside Chat with Martin Kõiva from Klaus
This week, we tooted a bit of our own horn with Martin Kõiva, the CEO and one of the co-founders of Klaus. You’ll find out how remote-first hiring, a cross-departmental practice called catfooding, and a Georgian shashlik bar have all contributed towards Klaus’ success, as well as what’s cooking for Klaus in 2021. Enjoy!
March 23, 2021
E5: Fireside Chat: Life in a Contact Center
Welcome to the freshest episode of Fireside Chats with Klaus, the CX series revealing the successes behind the coolest support leaders on this planet. We’re proud to present this episode featuring Ahmad Baydoun, Operations Manager at a leading customer experience management company. Ahmad started his journey in the company 11 years ago, and today Ahmad works with quality on the operations team. Within the 330,000 (!) person company, Ahmad leads an account for 500+ employees. Pretty impressive, huh? Let’s dive into it right meow.
March 19, 2021
E4: Fireside Chat with Andrea Badgley from Automattic
In this episode, we'll be talking to Andrea Badgley, Happiness Engineer at Automattic - the creators of WordPress.com, Tumblr, WooCommerce, and more!
July 20, 2020
E3: Fireside Chat with Education Perfect
In this episode, we'll be talking to Emma, Tobin, and Reanne from Education Perfect. EP faced explosive growth in support volumes as a result of a worldwide switch to e-learning, while also making the switch to working remotely as a team. They shared their experiences of how to maintain stellar support quality and team cohesion.
July 20, 2020
E2: Fireside Chat with Lauren Fearn from Zapier
Welcome to Fireside Chats with Klaus and Valentina. In this episode, we'll talk to Lauren Fearn, the Senior Manager of Global Core Support at Zapier. As a remote company spread across various timezones, the folks at Zapier are true champions of asynchronous communication. Lauren provided us with jam-packed insights on how they make it all work, as well as how they stick to their motto of “keeping support weird”.
July 14, 2020
E1: Fireside Chat with Stacy Justino from Wistia
Welcome to Fireside Chats with Klaus and Valentina - our brand new video series where we discuss the hottest topics in the world of CX with support leaders from around the world. In the first episode, we'll be talking to Stacy Justino, Director of Customer Happiness at Wistia - the creators of the video marketing software we all love to use. Improving remote work experience was one of the goals Wistia’s team set for themselves at the beginning of 2020. Little did they know they'd get an intensive crash course just a few months into the year.
May 28, 2020