Delivering World Class Customer Experiences at Scale with Monday.com's VP of CX Natalie Margolin, VP of Customer Experience @ Monday.com

SaaStr Europa 2024

1. Delivering World Class Customer
Experiences at Scale
Natalie Margolin
VP, Customer Experience
monday.com

2. Hi, I’m
Natalie Margolin
VP Customer Experience @monday.com
Personally:
●Proud mom of 2 wonderful teenage girls
●Married to Nadav
●Pilates enthusiast
●Royal Family Super Fan

3. Hi, I’m
Natalie Margolin
VP Customer Experience @monday.com
Professionally:
●Started at a telecom company from
the ground up
●Moving to monday.com to scale at
a different level and challenge

4. Why I’m here today

5. ●About us
●monday.com’s CX Journey
●The challenge
●Our milestones
●Our achievements
●CX Vision looking forward
●Key takeaways & the challenge
of today
Agenda

6. San Francisco
New York
Miami
London
Tel Aviv
Singapore
Tokyo
Chicago
Sydney
São Paulo
Denver
200+
countries across the world
70%
non-tech industries
225k
customers
200+
industries
Hypergrowth, year over year

7. monday.com’s Evolution over time
Total
revenue

8. monday.com’s
CX Journey

9. Email Only
25,000 Interactions
per month
6 minute
first response
time
9.5+
average CSAT
monday.com’s CX team was superb,
For a while…

10. And then
scale happened

11. Rebuilding a CX organization
Able to tackle the challenge of scale
Thechallenge
Infuse the talented people I found with a
new vision and mission
The Solution
Joining monday.com

12. Listening
is key

13. Who needed to be heard
Founders Builders
Customers Team members

14. The main challenges
Evolving Customer needs
Limited Channels | Expert on the platform | More diverse
Detachments from customers and company
Missing key functionalities
Frustrations from external and internal
Sparse data infra

15. A different approach
was needed

16. Improvements,
not changes

17. The mission:Build a service operation
that can handle anything, at scale
Position monday.com as an industry leader in providing
exceptional customer experience
To create a better customer experience, at our current scale
and ready for any future scale
To empower our customers to achieve their business goals
while utilizing the platform
To empower our team members to fulfil their talent

18. Guiding principles for exceptional execution
Fast Simple
Localized Empowered

19. Our Journey Milestones

20. Everyone
knows
everything
One channel of
communication
Volume
Increase
(scale)
Automations
somewhere
Organizational
structure
Live Chat Chat & Email
Bots
Automations
everywhere
Milestone #1 -Everyone knows everything

22. Solution -
developing expertise

23. Reach us through
Self Help Resources
Knowledge
Base
Academy Community
In-App Help
Center
Homepage
Channels
Callbacks 2%
(billing only)
Escalations
Automations
Chat Bot
Powered by Ada
Email Bot
Powered by Data
Science
@monday.com
Smart Routing
Human
Product Experts
Support
Core &
Automations
Billing
Integrations &
Workflows
Premium
Support
Social Support
Voice of the Customer
Slack
(in beta)
Live Chat 75%Email 23%
Sales Screen shares
Legal and
security
knowledge
expert
Technical
Support

24. Everyone
knows
everything
One channel of
communication
Volume
Increase
(scale)
Automations
somewhere
Organizational
structure
Live Chat Chat & Email
Bots
Automations
everywhere
Milestone #2-One channel of communication

26. Solution -
Live Chats

27. Customer delight Channel Ratio (new customer tickets)
Our multi-channel strategy in Numbers

28. Everyone
knows
everything
One channel of
communication
Volume
Increase
(scale)
Automations
somewhere
Organizational
structure
Live Chat Chat & Email
Bots
Automations
everywhere
Milestone #3 -Volume Increase (scale)

29. When it rains
(or scales), it pours

30. Solution -
Declarative emailbot and
Generative chatbot

31. ~50% 32,00068
Automation rate Contained chats Articles
% conversations with
no humans involved
Number of
conversations resolved
with no humans
involved
Number of KB articles
updated, increasing
automation scope
88%
QA
The accuracy of the
bot’s answers
Automation rate & quality are impressive

32. Faster, quality support with automations
% of chats answered by bot Wait time

33. Everyone
knows
everything
One channel of
communication
Volume
Increase
(scale)
Automations
somewhere
Organizational
structure
Live Chat Chat & Email
Bots
Automations
everywhere
Milestone #4 -Staying one step ahead

34. Solution
Adding AI to everything
we do

35. Sentiment
analysis
Tagging
Agent co-
pilot
Multi
language tool
Automated
summary
Ask questions
Suggested
answers
Automated
QA
Training
audits
Team Member

36. Ensuring we’re
on the right path

37. The X Factor
Customer
Feedback
Loop
Gather
feedback
Analyze
feedback
Act on
insights

38. Summary -
what have we achieved
in 2 years?

39. Better decision making
An organization that lives and breathes the
customer, puts the customer first
Scale
A CX organization that could withstand any
strategy change / growth of the company
with very little effort
Value
Accessible to the client and takes
responsibility for the completion of the
solution
Satisfied employees
Team members who do what Matches their
skills and makes them feel valued

40. Our Vision
Moving Forward

41. How do we become market leaders

42. Delivering Exceptional Experiences in 2024
Customers will interact with our chatbot
on our platform and if needed have their
conversation seamlesslyand
immediatelytransferred to a
knowledgeable human team member
without repeating any information
The customer will then receive
personalizedrecommendations based
on their previous interactions and
insights collected from all data sources
and presented to the team member to
share.

43. Our challenge now

44. Key Takeaways
Listen, always-Translate expectations into actions
A vision is best shared -Invest in connecting your people and
stakeholders with the why
Automations can make humans superhumans -Train, position,
equip and coach accordingly
An innovation a day keeps the doctor away
#1
#2
#3
#4

45. Thank You!