AI Cut Her Support Tickets 40–60% | Sarah Jenkins, Genesis Digital | Profit Playbook Ep. 4

Sarah Jenkins says putting AI on the front line of customer support cut billing tickets by 40% and tech tickets by almost 60%. She says they didn't cut the support team to do it: "We want them to be more efficient. We want them to be more personal." In episode 4 of the Profit Playbook Podcast, Mallory Smith, Head of Client Success at Data Driven, sits down with Sarah Jenkins, co-founder of Genesis Digital, the company behind WebinarJam and EverWebinar. We get into: • How a big launch found WebinarJam's first customers • Treating support tickets as the product roadmap • Bootstrapping: putting about $4 million back into the business, she says • Putting AI on the front line of support without cutting the team • Hiring smart people and getting out of their way • Splitting the company, doubling ad spend and watching what happens after the click CHAPTERS 0:00 Welcome 1:57 Sarah's background 3:30 Raised to think like an owner 4:40 The launch that found the first customers 7:07 Let customers write the roadmap 8:23 Bootstrapping: $4M of their own money 10:37 The numbers she watches 12:14 AI on the front line of support 13:12 AI makes the team more powerful 14:16 Hire smart people and let them work 15:43 The tech stack and weekly sprints 17:16 Splitting the business 17:51 Doubling the ad budget 19:05 Watching the customer journey 20:20 Documentation as the AI's playbook 21:33 Wrap Sarah Jenkins:   / mssarahjenkins   WebinarJam:   / webinarjam_official   Data Driven: https://datadrivenos.com