“Customers who reach out are the ones who care” — Eli Winderbaum, Captions

Eli Winderbaum, Head of Customer Experience at Captions, discusses on the Sub Club podcast how the AI-powered video creation app strategically scales its customer support to enhance user experience. Captions uses a blend of automation and human interaction to provide a personalized, concierge-like support experience, allowing their team to focus on meaningful customer interactions while AI handles repetitive tasks. As the company expands globally, they implement a "follow the sun" model for 24/7 support, utilizing AI tools like Parahelp to improve response efficiency and resolution rates. Captions also values community feedback, using platforms like Discord for real-time input, which helps shape the app's development and fosters a loyal user base. By integrating user insights and maintaining constant communication, Captions strengthens customer loyalty and reduces churn, illustrating how exceptional customer support can serve as a competitive advantage.