In this episode, I engage with Daria Leshchenko, co-founder and CEO of Support Your App, to discuss the challenges and strategies of business growth in the customer service sector. Daria shares her journey, highlighting the struggles of early entrepreneurship and the pivotal moments that drove her company’s expansion, particularly into the tech industry. We delve into the significance of diversification and establishing standard operating procedures to maintain stability amid unforeseen changes. Daria also discusses the integration of artificial intelligence within her company, emphasizing the importance of balancing AI efficiencies with human touch to enhance customer interactions. We explore leadership’s role in fostering a culture of innovation and collaboration, as well as the initiatives that help her team stay agile and informed. Our conversation reveals the complexities of navigating a rapidly evolving landscape while remaining resilient and adaptable in the face of challenges.
- Introduction to Navigating Growth
- Meet Daria Leshchenko
- The Journey of Support Your App
- Overcoming Challenges in Business
- Understanding Growth and Complexity
- The Importance of SOPs
- Embracing AI in Customer Service
- Blending AI with Human Expertise
- Leading Through AI Complexity
- Lessons in Leading Change
- Closing Thoughts on Leadership and Growth
From Startup Struggles to Global Success: Daria Leshchenko’s Journey with SupportYourApp
In this episode, I engage in a deep conversation with Daria Leshchenko, co-founder and CEO of Support Your App, a customer service firm that operates globally with a workforce of nearly 2,000 across various countries. Our discussion centers around the complexities of business growth and how Daria has navigated these challenges throughout her journey. Daria shares her insights on the importance of preparation for unexpected situations in today’s volatile market and the need for resilience grounded in experience. Daria reflects on the early days of her company, revealing the struggles that founders often face. She recounts how the first six years were marked by slow progress and personal doubt, a sentiment that resonates with many entrepreneurs. The turning point came with a strategic launch that connected her services to a broader clientele in the tech industry. This shift enabled Support Your App to expand rapidly, illustrating that embracing change can lead to significant growth.
Balancing Innovation and Stability: Daria Leshchenko on SOPs and AI in Customer Service
As we dive into navigating complexity, Daria emphasizes the critical role of diversification in her business strategy. She highlights the necessity of establishing standard operating procedures (SOPs) to safeguard the continuity of operations, especially in client-facing scenarios. By sharing specific examples of past challenges, such as staffing crises, she articulates the value of having clear processes that ensure the stability of the business, regardless of unexpected changes in personnel. The conversation then shifts to the emerging influence of artificial intelligence in customer service. Daria explains how Support Your App is leveraging AI technologies to enhance efficiency while preserving the human touch. She shares their strategy of blending AI capabilities with human expertise—acknowledging that while AI can optimize processes and cut costs, the human element remains essential for delivering personalized customer interactions. This balance is key to maintaining quality service amidst technological advancements.
Leading by Example: Daria Leshchenko on Embracing AI and Empowering Teams
We also explore the importance of leadership in adopting AI solutions. Daria discusses the initial skepticism within her team about the role of AI but underscores the value of leading by example. By demonstrating confidence in innovative technologies and maintaining open communication about their value, she has encouraged her employees to embrace these tools as enhancements rather than replacements for their roles. In addition to external AI applications, Daria describes how Support Your App implements AI internally for operational tasks, streamlining communication among team members. This proactive approach not only saves time but also fosters a more adaptable workforce capable of handling dynamic client needs.
Cultivating a Culture of Growth: Daria Leshchenko on Continuous Learning and Strategic Leadership
As we conclude our conversation, Daria emphasizes the importance of continuous learning and collaboration within her team, using initiatives like monthly book clubs to stay informed about industry trends. This commitment to knowledge not only prepares her company for external challenges but also cultivates a culture of growth. Our dialogue encapsulates the intricacies of navigating growth and complexity in the fast-evolving landscape of customer service, shedding light on the critical interplay between technology, human resources, and strategic leadership. Daria’s experiences serve as a reminder that while the road may be fraught with challenges, resilience, innovation, and a willingness to adapt are the keys to lasting success.
