Talkdesk: Building a bridge across an ocean
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Presented by Rachel Wolan and Gadi Shamia on September 22, 2016 to the Productized Lisbon organization
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Talkdesk: Building a bridge across an ocean
- 1. BUILDING A BRIDGE ACROSS AN OCEAN Rachel Wolan, Director of Product Gadi Shamia, COO September 22, 2016
- 2. Who Are We? Gadi Shamia (@gadishamia) Chief Operating Officer at Talkdesk Prior to Talkdesk: Rachel Wolan (@rachelwolan) Director of Product at Talkdesk Prior to Talkdesk
- 3. Part 1 The Story of Talkdesk: How We Became the David in an Industry of Goliaths
- 4. Talkdesk Is The Fastest Growing Cloud-Based Contact Center Solution
- 5. Becoming an “Overnight Success” Takes Years Born from a Hackathon, five years later Talkdesk is on track to take over the Call Center space
- 6. Start Small to Build Believers and Topple Goliaths It is easier to enter a market when no one else pays attention to it. Build loyal fans who believe in your vision and want to influence your innovation. Goliaths are slow to innovate and even slower to Simple Self-Service EnterpriseMid-MarketSMB High Growth Custom Workflow Global Mission Critical Value Proposition Talkdesk Customers
- 7. Don’t Just Build What Customers Ask For - Build Conversation Starters It is hard to strike a balance between delivering what customers ask for, simplifying what you have and looking for opportunities to differentiate.
- 8. Focus on Outcomes for Your Customers’ Customer -- Get Your Customer Promoted Make your customer look like the smartest person in the room by picking the new kid on the block.
- 9. Be Chrome -- Not IE6 User experience can be a point of differentiation if the user experience really maps to the bottom line.
- 10. Part 2 The Story of Talkdesk: How We are Building a Bridge Across the Ocean
- 11. Which Bridge Was NOT Built By the American Bridge Company? You need to focus on the similarities and differences to be successful running multi-site teams. a. Ponte 25 de Abril in Lisbon c. Bay Bridge in San Francisco b. Golden Gate Bridge in San Francisco
- 12. Discover Similarities -- Respect Differences You need to focus on both the similarities and differences to be successful running multi-site teams.
- 13. Crisis Builds Confidence and Bonds Teams Talkdesk reached a breaking point because we scaled our customer base very quickly. We had to do a complex database migration, plus QA the entire application in the middle of the night. This was the first time Engineering and Product bonded. 3:30 am
- 14. First Who...Then What In both offices, we focused on hiring the right people to lead and own areas as we scaled. Inevitably as we scaled, a small percentage left our team, even high performers. The key is getting people in positions where they will be successful.
- 15. Transmit Culture Across Offices by Investing In Exchanges We have systematized “abroad” programs both ways, transplanting product managers, engineers and designers in both Lisbon and San Francisco.
- 16. Learn Best Practices from Companies with Similar Trajectories We read about and met with a handful of companies that had successfully distributed growth phase startups.
- 17. Create Autonomy With Activities Not Process Part of scaling
- 18. Shameless Plug If you’d like to join the Talkdesk rocket ship, we are hiring product managers, designers and engineers!
- 20. Thank You Come join the 1000s of other successful companies who rely on Talkdesk.