Join Andela Senior Support Manager Sarah Seiwert and Foqal Founder and CEO Vlad Shlosberg as they discuss practical strategies for enhancing the efficiency of the people, processes and technologies behind delivering messaging-based customer service. Sarah will share her journey of building metrics, automations and accountability structures for establishing world class support operations.
Customers love messaging-based support — it feels fast and personal. But behind the scenes, it's one of the hardest support models to run efficiently, and as request volume grows, the cracks show quickly.
In this session, Andela's Senior Support Manager Sarah Seiwert shares how she built a scalable, metrics-driven support operation in Slack from the ground up — covering in-channel ticketing, automated resolutions, agent tooling, and the accountability structures that turned a high-volume messaging channel into a measurable, high-performing support operation.
Featuring Sarah Seiwert (Andela) and Foqal CEO Vlad Shlosberg. 43 min.
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