4: Lauren Cowher, Director of Customer Experience @ Havenly

In Episode #4 of the Support Leaders Podcast, we interview Lauren Cowher, Director of Customer Experience at Havenly.

We talk about her experience at Princeton, working in healthcare, going back to study anthropology at Goldsmiths College, and then her first customer support role at WriterAccessd. Then we talk about how Havenly’s support team has grown to support customers and interior designers in their dynamic marketplace.

In this episode, you will learn:

  • How Havenly manages an onshore and offshore support team
  • How support for a marketplace creates unique challenges and how Havenly solves them
  • How the Havenly “Happiness Guarantee” has been built into their culture and has impacted the entire company.

Lauren’s favorite book:

Uplifiting Service 

1: Antonio King, Director of Experience @ Shinesty

In Episode #1 of Support Leaders, we interview Antonio King, aka “Tones,” the Director of Experience at Shinesty.com. We talk about customer support as the one night stand vs. customer experience as the relationship, customer satisfaction vs. customer effort, growing a team for seasonal peaks, some funny customer stories, and much more!

Show notes:

Here’s one of the Fun.com videos we mentioned: https://www.youtube.com/watch?v=2PHthbqnTlc

To learn more about Shinesty, visit their Website: https://shinesty.com

The NiceReply blog post I mentioned: https://www.nicereply.com/blog/frictionless-customer-support-shinesty/

Effortless Experience Book: https://www.amazon.com/Effortless-Experience-Conquering-Battleground-Customer/dp/1591845815