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The Secret to 100% CSAT: Automation & Customer Love at Chili Piper

Serban Goanta explains how a 10-person, tier-less team sustained a perfect CSAT for a full year: internal tooling, email-first support and metrics published in public.

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with Serban Goanta, Senior Director of Customer Love at Chili Piper

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49:41

Introduction

Four consecutive quarters at 100% customer satisfaction — with ten people and no tiers. Serban Goanta explains why Chili Piper rebranded support into “customer love”, and why that was an operational decision, not a marketing one.

The recipe is contrarian: no live chat, email handled extremely fast, an eight-minute average first response, homegrown tools that put customer data one click away, and a team vision that treats support as a source of revenue opportunities rather than a cost line.

What you will learn in this episode

  • Why a flat, tier-less model kept a small team fast and flexible

  • The case against live chat — and what to optimise instead

  • The people-product-process framework behind their internal tooling

  • Publishing support metrics publicly as a trust and sales lever

  • Spotting upsell and retention opportunities from inside the ticket queue

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