Ena Mandic

Head of Customer Experience @lempire

👉🏼Sales, as my first love and a part of my DNA.
👉🏼Joined lempire early days to handle support and sales.
👉🏼Built full support processes and documentation from scratch for lemlist and lempod.
👉🏼Handled all tickets, demos and sales on my own for initial 2 years. 
👉🏼Built several CS teams, as we acquired more companies and released products. 
👉🏼Consistently maintained a Customer Satisfaction (CSAT) score above 97% annually.
👉🏼Managed and scaled the customer support team from myself to 12 members.
👉🏼Ensured high-quality support through comprehensive training and robust documentation.

What You'll Get by Following Me:

🏆 Tips on how to incorporate AI to assist you and not customers directly.
🚀 Actionable tips for building and scaling customer support teams
🔥 Strategies to enhance customer satisfaction and loyalty
💼 Insights into support processes and documentation best practices

Let’s connect and grow together! 🌟

Head of Customer Excellence 

Head of Customer Success @lemlist, lemwarm, Taplio, Tweethunter

Teodora Suvačarević

I turn complex workflows into clear, structured content that helps users understand the product faster.
Background in CX, content creation and video editing gives me the range to explain, simplify and scale product knowledge.

International customer success expert

Teodora Martić

2026 just launched, and I'm the one writing the documentation nobody reads 📚✨

As CX Content Manager, here's what's on my desk:

Getting Started with 2026: A Comprehensive Guide  

Chapter 1: You won't read this  
Chapter 2: You'll search for a specific problem instead  
Chapter 3: Fine, here's a video tutorial  
Chapter 4: Nobody watches past 30 seconds

Release notes I'm crafting:  
✅ New feature: 366 days (leap year bonus content!)  
⚠️ Deprecated: "I'll do it tomorrow" (critical security vulnerability)  
🔄 Updated: Minimum coffee requirements increased by 20%

Knowledge base searches I see:  
• "2026 shortcuts" – There aren't any, Brad  
• "How to skip to December" – Please don't  
• "Best practices for adulting" – Creates 47-part series nobody asked for

My content calendar:  
- January: "How to Use 2026" (67 views)  
- February: "Quick Fixes When Your Resolutions Break" (10,847 views)  
- March: "2026 Troubleshooting" (the URL everyone bookmarks)

Current project:  
Writing tooltips for life that pop up AFTER you needed them. Like "Hey, you should've meal prepped!" appearing at 8 pm when you're eating cereal for dinner.

The truth?  
I can spend hours creating detailed, beautiful documentation for 2026. You'll panic-search for help at 11 pm, skip my carefully crafted intro, scroll directly to the solution, and never know I organized this content into a perfect story arc.

And honestly? If you find what you need in 10 seconds, I've done my job.

What's your most-searched "how to" for 2026 so far?

CX Content Manager @lemlist | turning complexity into clarity

love that we nailed the behind the scenes work! 91% CSAT doesn't happen by accident 🔥

56% of our support tickets are now handled by AI, CSAT is 91%. 
Here’s what we learned that can save your some time:

12 months ago, we started using AI for customer support.

Today:
→ 56% of tickets are closed without any human
→ CSAT is 91% (vs. 93-94% for human responses)
→ 30% of human-handled tickets are answered using AI suggestions
→ Median response time: <30 seconds (vs. 5 minutes for humans)

But it wasn’t plug-and-play.

Here’s what actually worked:

→ Letting users choose: "Do you want an answer now from AI or wait a few minutes for a human?" Simple, but powerful.

→ AI is only as smart as your content. We spent weeks structuring the Help Center and Product Bible.

→ AI can only performed if trained and guided. 
We built up a set of guidances and escalation rules to get the best of AI and human duet.

→ As humans only handle the complex tickets, their CSAT naturally drops. And onboarding new agents takes way longer now.

→ AI also helps behind the scenes:
 (i) writing articles
 (ii) spotting gaps in the docs
 (iii) reviewing human responses

What’s next?

→ We’re now testing AI agents that help Team Leads:
 (i) spotting knowledge gaps
 (ii) identifying skill gaps in the team

→ We don’t believe AI will solve 100% of support.
But we do believe in a model where AI helps everywhere, all the time.
Maybe even inside the product:
 (i) guiding users step-by-step to download their invoice
 (ii) or set up their first campaign

We’re just getting started, and that's really exciting as AI enables better customer experience overall with faster reply rates, 24/7 and allows humans to focus on more complex case-handling, where a human touch can really add value.

Curious to see how voice can help in the future too when users are asking for a call (cc ElevenLabs 👀)

Big shoutout to our CX team: Julien Lombardo, Teodora Martić, Guillaume RIEU, and the whole crew.

taplio

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Ena Mandic

Teodora Martić

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The Battle

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Teodora Martić

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