Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067

In this episode, Joydeep Sen Sarma, founder and CEO of Clearfeed, discusses the evolution of customer success in the SaaS world, emphasizing the shift from transactional support to ongoing, relationship-driven models. He also shares insights on how Clearfeed transforms Slack into a structured customer management tool, the role of AI in customer interactions, and the increasing importance of integrating natural language interfaces into product design.

Topics we discussed:

• 05:42 - The early internet and evolving tech paradigms
• 12:40 - Transitioning from transactional to subscription models
• 16:44 - Clearfeed: Transforming Slack into a help desk
• 18:39 - Customer love for real-time communication
• 22:21 - Fragmented experiences: No app, no problem
• 24:38 - Use cases beyond B2B: SMB and tertiary markets
• 30:48 - B2B learning from B2C customer engagement
• 31:13 - The role of bots and AI in customer interactions
• 41:02 - Balancing product development and customer feedback

Enjoy! I know I sure did…

Joydeep’s Linkedin: https://www.linkedin.com/in/joydeeps/

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The Digital Customer Success Podcast is hosted by Alex Turkovic

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