E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja

CHURN FM

Today on the show, we have Krishna Raj Raja, the CEO of SupportLogic.

In this episode, Krishna shares his journey from engineering at VMware to founding SupportLogic, a platform that transforms support interactions into actionable customer insights.
We discuss his approach to turning support into a growth engine by monitoring customer interactions for hidden signals that can prevent churn.
Finally, Krishna reveals how leading companies are adopting a proactive support experience management strategy, showing significant reductions in customer escalations and increases in expansion.
Mentioned Resources

• Krishna Raj Raja
• SupportLogic
• Support Experience
• CloudPhysics
• VMware
• Palo Alto
• Hotjar
• Zendesk
• ChatGPT
• Salesforce
• Tableau
• MuleSoft
• Snowflake
• Databricks
• Nokia
• Red Hat
• Starbucks
• Service Cloud
• Freshdesk
• Oracle
• SAP
• Kubernetes
• Adobe
• Apple
• Rubrik
• Notion

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Розділи

1. E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja (00:00:00)

2. Introducing Support Experience Management (00:02:42)

3. The Role of Observability in Customer Support (00:05:11)

4. Bridging the Gap Between Engineering and Customer Needs (00:08:35)

5. Why Tagging Fails in Capturing Customer Sentiment (00:11:57)

6. Predicting and Preventing Escalations (00:14:22)

7. The Impact of Support in Product-Led Growth (PLG) Companies (00:21:03)

8. Leveraging AI for Real-Time Customer Sentiment and Insights (00:25:17)

9. Redefining Customer Success Without a Dedicated CS Team (00:33:47)