Today’s interview is with Jamie Edwards, co-founder and COO of Kayako, an omni-channel customer service platform that their customers use to talk to and support their customers. Jamie joins me today to talk about some recent research that they have conducted on the uses and successes of live chat software, what are companies getting right and what are they getting wrong and what customer service leaders should be fixing or doing differently when it comes to live chat.
This interview follows on from my recent interview – The future of customer experience and how digital transformation is as much a human problem as it is a technology problem – Interview with Brian Solis – and is number 248 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 Jamie:
Kayako is a customer service software company based in London and builds customer service and help desk software which businesses use to talk to and support their customers.
Kayako was established in 2001 by Varun Shoor, who formed the company to better serve his own customers over the web. It’s first office was in Varun’s hometown of Jalandhar, India. They have since relocated their headquarters to London and also have offices in Gurgaon, India and Singapore.
Jamie joined Kayako in 2006 as it was evolving from a project to a movement. Jamie focuses on creating the best product experience for our customers and growing the company.
The company now serves 50,000 customers in over 100 countries, including Peugeot, De Beers, NASA and the American Motorcyclist Association.
Thanks to Pixabay for the image.