Captions · AI video editing app
Compare each agent's satisfaction score to the team's to spot who needs help
Surfaced agents who were struggling, sometimes for personal reasons
Workedteam-processcustomer-support
What they did
Collect 1-5 CSAT after support conversations (Captions has switched it on and off for months at a time). Rather than chasing the absolute score, compare agents: if the team averages 4.5 and one agent gets 3.5, talk to them about product knowledge, feeling rushed or personal issues, and adjust their schedule if needed.
What happened
Found issues with specific agents early, sometimes personal ones.
- Stage
- Scale (scaling)
In their words
Sub Club by RevenueCat · How to Reduce Churn & Boost Growth with Fast, Empathetic Customer Support — Eli Winderbaum, Captions“if you've got a team of 10 and everyone's consistently getting a 4.5 out of five, and you've got one person getting a 3.5, then that's actually an indicator for you as a manager to talk with that person”
“And I have found that in the past, and sometimes you just find out there's something personal going on in their life,”
Related topics
Get tactics like this every Monday
New tactics from the week's founder interviews, each linked to where it was said.
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