Square pegs in round holes?

Host Simon Beattie chats with CEO and Co-founder Robin Morris and Jonny Brannen from our sales team about finding the right customer for Bookster, and Bookster's experience with ensuring the right customers join Bookster.How has Bookster structured its client support and adapted practices over time? What methods and strategies have they implemented to handle customer inquiries effectively? Welcome to the Bookster Podcast, hosted by Simon, offering a deep dive into the operations of Bookster, the SaaS holiday rental software company headquartered in Edinburgh, Scotland. In this episode, Simon speaks with Robin Morris, CEO, and Adam Aaron, the head of client support, to explore Bookster's approach to customer service and support, discussing the systems, practices, and philosophies that ensure clients have a seamless experience with Bookster’s software. The important bits [00:00] - Introduction to today’s episode and the guests [01:10] - Background on the importance of customer support in SaaS [02:25] - Early days: How customer support was managed initially [04:30] - The evolution of support practices post-growth [06:45] - Tools and technology supporting client communication [10:15] - Balancing automation with personal support [13:05] - Insights on managing feedback loops from clients [15:30] - Final thoughts: The future of customer support at Bookster Key takeaways Evolution of support: Robin and Adam explain how Bookster’s client support strategies grew from a basic setup to a more structured system as their customer base expanded. Using technology for efficiency: The Bookster team discusses their integration of CRM and helpdesk tools to streamline communication and ensure prompt responses.  Feedback loops and continuous improvement: Client feedback has been instrumental in shaping Bookster’s offerings. Robin and Adam talk about their method of capturing feedback and applying it to improve the software, creating a feedback loop that actively informs their product development. Conclusion: In an ever-growing digital landscape, Bookster aims to keep client support at the heart of its operations, ensuring that their clients’ needs shape the future of the company.Smashing your goals with holiday rental software