Case Study: Flickr aligns support teams during acquisition with Nicereply

Aligning Support Teams as part of an Acquisition with Flickr

Flickr faced a major support challenge during its 2018 acquisition by SmugMug: the two companies had very different support offerings, customer bases, and attitudes, making it difficult to keep service consistent through a period of uncertainty. In a Nicereply podcast conversation, Flickr’s Director of Support and Trust & Safety, Elliott McIsaac, discussed how the team needed to align support while still meeting the unique needs of Flickr customers.

Nicereply highlighted how Flickr used Voice of Customer feedback and service-quality measurement tools to guide improvements in support processes during the transition. The approach helped Flickr streamline the acquisition-era support experience, improve consistency, and make changes more transparently, while also reducing pressure on support agents.

Flickr

Elliott McIsaac

Director of Support and Trust & Safety