Enav Birnbaum - How To Make Customer Experience The Number One Driver For The Business?
Enav Birnbaum, Director of Customer Solutions at Zencity, explores how customer support can directly impact revenue growth. She outlines her PhD background in international relations and explains how it informs her approach to solving real-world challenges. She also reveals the cultural foundation that drives passionate service and fosters strong customer bonds.
WOW-24-7
Contact Centers
What’s Inside [1:05] Introduction to Enav Birnbaum [26:26] Full Podcast Episode [2:57] Full Episode Highlights [1:07] How Customer Success Drives Company Revenue [2:57] Fostering Customer-Centric Company Culture That Transforms Support [2:24] Personalizing Support Connections Through Trust and Familiarity [3:33] Building Deep Customer Relationships Through Trust-Driven Support [1:43] Creating Value Through Proactive and Empathetic Support [3:02] Utilizing a Consultative Approach to Operational Customer Support [3:46] Creating Customer Experience as a Competitive Business Advantage [1:13] Encouraging Team Connections Without Losing Professional Edge [2:08] Connect Support Teams to Mission, Not Just Metrics [0:52] Short - Personalizing Support Connections Through Trust and Familiarity [0:57] Short - Creating Customer Experience as a Competitive Business Advantage
Full Episode “I believe that when managing a contact center, it is most important to keep your team members connected to your company's mission and vision, and to remind them why we need to provide top-notch support and why we are here.” - Enav Birnbaum
(2:57 Video) Full Episode Highlights
(1:07 Video) How Customer Success Drives Company Revenue “The Customer Solutions team and organization are an inseparable part of the revenue organization at Zencity. From the very beginning, we’ve been considered drivers of revenue within the company.” - Enav Birnbaum
(2:57 Video) Fostering Customer-Centric Company Culture That Transforms Support “I think one of the biggest reasons behind the success we're seeing in the Customer Solutions team—and across the entire company at Zencity—is our deep connection to the company’s mission. We're not just here to provide a service; we truly believe in what we do and in its importance.” - Enav Birnbaum
(2:24 Video) Personalizing Support Connections Through Trust and Familiarity “We structured our support team in a way that makes it likely for a user to encounter the same agent again when using chat. Over time, consistently interacting with the same person creates a kind of bond. That agent becomes a real resource. People begin to see that reaching out to support isn’t a burden—it’s an asset available to them.” - Enav Birnbaum
(3:33 Video) Building Deep Customer Relationships Through Trust-Driven Support “We’re focused on building stable connections with stakeholders—both within the organizations we work with and within our teams. Our goal is to create consistency and foster a strong relationship between our support team and the end users.” - Enav Birnbaum
(1:43 Video) Creating Value Through Proactive and Empathetic Support “We take a proactive approach to support. If we see a user heading toward an error or know of a resource that can help, we reach out before issues arise.” - Enav Birnbaum
(3:02 Video) Utilizing a Consultative Approach to Operational Customer Support “Everyone is process-oriented and research-oriented. So when we onboard a new customer, we also set up their dashboards.” - Enav Birnbaum
(3:46 Video) Creating Customer Experience as a Competitive Business Advantage “We are running a tight navy ship, sailing toward the same vision, and that creates a competitive advantage.” - Enav Birnbaum
(1:13 Video) Encouraging Team Connections Without Losing Professional Edge “We interact with the same individuals repeatedly, which allows us to build a professional connection—while still being friendly. The bottom line is getting the job done, and we do that by maintaining a semi-formal relationship.” - Enav Birnbaum
(2:08 Video) Connect Support Teams to Mission, Not Just Metrics “Let your support team think creatively and be proactive rather than reactive—don’t stay in the box.” - Enav Birnbaum
YOUTUBE SHORT: Personalizing Support Connections Through Trust and Familiarity “We structured our support team in a way that makes it likely for a user to encounter the same agent again when using chat. Over time, consistently interacting with the same person creates a kind of bond. That agent becomes a real resource. People begin to see that reaching out to support isn’t a burden—it’s an asset available to them.” - Enav Birnbaum
YOUTUBE SHORT: Creating Customer Experience as a Competitive Business Advantage “We are running a tight navy ship, sailing toward the same vision, and that creates a competitive advantage.” - Enav Birnbaum
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