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Amy Ellis, Integrations and Partnerships, and Scott Voigt co-founder and CEO, FullStory
At FullStory customer empathy is so important that everyone in the company does support. This built-in proximity to the customer experience builds empathy across the entire organization and improves their product. But how does it scale? FullStory's answer to that question is Huggers. Huggers advocate for the customer internally while also building systems that enable that approach to scale efficiently. Join this session to renew your passion for the importance of human interaction, hear how FullStory approaches empathy at scale, and learn from each other's efforts to understand and promote the voice of the customer within the organization.
If only to battle those feelings of cynicism, I do need to spend a quick second on our company: FullStory. At FullStory we believe that everyone benefits from a more perfect online experience.
And so we try to inspire everyone in your company to empathize with customers, solve problems and answer questions.
So today, the talk will draw on our experiences in our journey to date. Both as a growing company that is taking a bit of an unconventional view of support and customer experience, and as a service provider that has dealt with millions and millions of customer interactions.
Huggers: empathy at scale
Empathy at Scale
A FullStory Story
Partnerships, Marketing and More
“That's why I'm different.
I can sense the slightest
- George Costanza
We feel you…
Bordem This should be interactive. We will ask question. We all
benefit if you chime in. Also, bad jokes.
Distraction No worries. No judgement. Do what you gotta do.
Cynicism Who is this clown? So Buzzwordy! Um, obviously.
Hope Goal: Leave you with 1 or 2 tools you can take home
“Hugger is an amazing new kind of job that mixes
product management, marketing, communications,
support, account management, and – when you
need me to – deranged mad woman that puts even
the CEO in his place with impunity.”
- Jaclyn Spangler, Hugger