Podcasts Finding the Customer Friendships You Didn’t Know You Had Available on : Spotify Apple Podcasts Google Podcasts Hobbii is a Danish scale-up that specializes in all things yarn. Business was good before the pandemic, and the health crisis created an unprecedented demand that left Hobbii’s service team scrambling to keep up with customer needs and expectations. Luckily, Hobbiii was founded with a digital-first approach that lent itself perfectly to meeting the growing interest in yarn supplies. Taking a fresh, modern approach to a traditional industry, Hobbii now helps yarn enthusiasts to browse a universe of yarn online and gather inspiration from Hobbii and members of the community. We discuss: How Hobbii transformed a very attentive customer service team into a more efficient team blending the use of automation technology and a personalized human touch How creating a culture of community inspired by designers and other creative customers and their families creates happy agents as well as happy customers The importance of a truly conversational approach to customer service How technologies like a self-service chatbot and proactive communication have freed up their agent’s time to focus on conversations where their ‘yarn heroes’ can add more value How he uses data to transform and improve the customer and agent experience as well as prioritize the needs of customers with company leaders Don’t miss this episode if you are a customer service leader looking for insights into how you can also achieve 90-95% CSAT scores! Keeping the Technical Simple with Cristina Martinez of Whisker Introducing Cristina Martinez, Senior Director of Customer Experience at Whisker, makers of the Litter Robot, a smart cat litter tray that’s been taking the internet by storm. Getting customer experience right can be hard at the best of times… Read more Never Let Perfect Get in the Way of Better, with Harriet Treadwell of Butternut Box Butternut Box is changing the game in the dog food industry by creating personalized food plans for dogs and delivering their high-quality products straight to customers’ front doors. Read more