Today’s interview is with William (Bill) Colleran, President and Chief Executive Officer of AnswerDash, a predictive and artificial intelligence (AI) powered Q&A Saas platform that facilitates customer service for e-commerce businesses thereby reducing support costs and revealing customer needs. Bill joins me today to talk about self-service, context, why static FAQs are not enough and what firms should be doing to improve their customer service using self-service tools.
This interview follows on from my recent interview – Big data and technology is undermining our ability to develop our own hunches – Interview with Bernadette Jiwa – and is number 228 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Highlights from my conversation with Bill:
What is your strategy around customer service?
William Colleran is President and Chief Executive Officer of AnswerDash.
Dr. Colleran brings over twenty years of experience in business leadership, marketing, finance and technology to AnswerDash. Most recently, he served for 14 years as CEO of Impinj, Inc., joining shortly after its founding and growing the company into the world’s preeminent provider of RFID solutions. Prior to Impinj, Dr. Colleran served as Director of Business Development for Broadcom Corporation. Prior to that, he was CEO of Innovent Systems, Inc., which he led from the company’s inception through its sale to Broadcom. Dr. Colleran previously worked for Merrill Lynch’s Technology Investing Banking Group, focusing on financial transactions and acquisitions in the technology sector. He also has extensive engineering-design experience, both as a consultant for several Fortune 500 companies and as a Senior Staff Engineer for TRW, Inc., where he developed high-performance integrated circuits. Dr. Colleran received his Ph.D. from UCLA, his M.S. from USC, his B.S. from Notre Dame, all in Electrical Engineering, and his J.D. from Harvard Law School.
Thanks to Paul Downey for the image.