How Loom Crushed a 6x Increase in Support Tickets

Susana de Sousa, Senior Manager of Customer Support at Loom

Summary

What do you do when ticket volume skyrockets from 2,000 to 12,000 nearly overnight, in the middle of a pandemic? In this episode, Susana de Sousa, Senior Manager of Customer Support at Loom, shares how she and her six-person support team responded to Loom’s massive growth last year. Hint: It involves radical transparency, empathy, self-serve content, and strategic hiring.