Scaling Office Hours: The Art of Failing Fast w/ Kat Breeggemann Founder of Katalyst CX

Episode notes

Kat Brigham shares how SalesLoft's daily office hours program evolved from themed sessions to open forums, revealing that customers prefer flexibility over structure when seeking help. • Started with daily office hours open to all customers regardless of size or segment • Themed office hours failed because customers joined whichever session was happening soonest • Scaled to 13 weekly sessions across global time zones to accommodate customers worldwide • Tracked attendance data through Zoom-Salesforce integration to measure engagement • Learned that having two CSMs per session provides better knowledge coverage • Discovered that customers in EMEA preferred afternoon sessions despite earlier options • Recommendation: run sessions at least weekly and keep them open to all customers • Key insight: sometimes less structure creates more value for customers Find Kat Brigham on LinkedIn to learn more about digital customer success strategies and scaled education approaches. Website