B2B Rocks Paris 2019: Åsa Nyström’s insights
Åsa Nyström, VP Customer at Buffer, is sharing her insights on B2B Rocks and the importance of customer support.
She will be speaking at the conference How to streamline your customer service process to gain in velocity.
About Åsa Nyström
Åsa is the VP of Customer Advocacy at Buffer, a social media marketing platform that helps people build their businesses using social media. An active part of creating Buffer’s vision, Åsa is passionate about incorporating flexibility, inclusivity, and equality into the workplace of the future.
Can you introduce yourself briefly? What is your role at Buffer?
Åsa Nyström:
I’m the VP of Customer Advocacy at Buffer and have been at the company for over 6 years now. I’m passionate about customer service, inclusivity, remote work and people!
What does this event mean for entrepreneurs in the B2B sector?
Åsa Nyström:
I think it’s a great opportunity to have an event like b2b rocks that helps entrepreneurs connect with others in the same industry and also learn from inspiring panels.
How can a good customer service help businesses grow?
Åsa Nyström:
Customer service has a leading role in successful SaaS companies and has always been a super important piece of what we do at Buffer. Customer service done well can impact customer retention and acquisition, as well as increases expansion revenue.
What would you say are the main challenges in terms of customer service for SaaS companies?
Åsa Nyström:
Scaling customer service can be challenging as you need to think of ways to automate certain pieces, educational material in a help centre, become more data driven etc. You can’t always keep hiring to provide better service as your customer base grow!
What is Buffer’s highlight in 2019?
Åsa Nyström:
We recently launched our analytics product, Analyze, to complete our multi-product solution!
[Video] Interview @ B2B Rocks Paris 2019
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Maëlys De Santis est Head of Marketing chez Appvizer, où elle pilote la ligne éditoriale et un corpus de plus de 4 000 contenus pour aider les TPE et PME à choisir les bons logiciels. Depuis 2017, elle a signé et supervisé plusieurs centaines de guides pratiques, comparatifs de solutions et décryptages de tendances couvrant un large spectre de catégories : marketing, gestion de projet, finance, RH, service client, IT et outils collaboratifs.
Spécialisée dans l’analyse des tendances SaaS et l’évaluation des offres B2B, elle s’appuie sur les retours du terrain, les études de marché et les échanges avec l’écosystème (éditeurs, intégrateurs, événements comme B2B Rocks). Son parcours en traduction et communication est un pilier pour traduire des présentations logicielles parfois très techniques en conseils clairs, concrets et immédiatement exploitables par les décideurs qui cherchent à structurer leur stack logiciel.