Support Lessons from Lyft, Square, and Google, with Beth Trame
Beth Trame has built support organizations from scratch multiple times, including at Lyft and Square, both businesses that dealt with steep volume increases and diverse customer bases. In this episode, Beth shares her experiences as we discuss customer feedback, criticism, and how support teams respond to them. Some key moments (0:19) Meet Beth Trame: Square, Lyft, and 10 years at Google (1:21) The newsletter: "Nobody Likes to Be Criticised" (5:45) The three-way relationship: driver, passenger, and the business (12:29) One-star reviews and reaching out to drivers directly (16:35) The A/B test that split CSAT into product vs. agent (25:28) Project Aristotle and psychological safety (35:21) Beth's advice: be a listener first For show notes and links visit https://helpscout.com/blog/customer-feedback-lessons-from-lyft-square-google/
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Beth Trame has built support organizations from scratch multiple times, including at Lyft and Square, both businesses that dealt with steep volume increases and diverse customer bases. In this episode, Beth shares her experiences as we discuss customer feedback, criticism, and how support teams respond to them. For show notes and links visit https://helpscout.com/blog/customer-feedback-lessons-from-lyft-square-google/
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