AI agents that deliver exceptional support for every customer

In this episode of the Tekpon SaaS Podcast, host Cristian Dina welcomes Julia Goles, the Vice President of Marketing at Parloa, an AI-based customer service platform. Julia, who has over a decade of experience in SaaS marketing, starts by sharing insights about her career journey and how she transitioned from the cultural and political sectors into the tech world.

What does Parloa do?

Julia explains that Parloa, based in Berlin, focuses on enhancing customer service experiences using generative AI. The platform automates repetitive tasks that customer service representatives typically handle, such as greeting, routing, and authentication. This allows human agents to focus on more complex and engaging customer interactions. She highlights the modern capabilities of Parloa’s AI, such as handling entire customer calls or simply aiding human agents when necessary. This shift reduces playback and hold times dramatically, thus increasing customer satisfaction and efficiency for companies.

On the topic of market fit and competition, Julia asserts that Parloa, with nearly six years in the industry, has a solid footing thanks to their extensive experience and deep understanding of customer needs. When asked about Parloa’s growth and scaling, Julia shares that the company has expanded from 45 employees to 270 in just two years, and she heads a marketing team that has also grown. She emphasizes the importance of partnerships in establishing credibility and market reach, especially when entering new markets.

Women of SaaS

In discussing her own career more deeply, Julia provides advice for budding marketers: be bold and willing to pivot into new fields like tech, as the fast-paced environment offers unparalleled growth opportunities. She also underscores the importance of building strong networks. Inspired by the lack of female representation in SaaS, Julia co-founded “Women of SaaS” – a network that connects and empowers women in the industry, fostering both online and offline connections to accelerate their careers.

Julia rounds off the conversation by recommending her top SaaS tools: Miro for collaborative work, Slack for internal communications, and Notion for documentation. Cristian reciprocates with his favorites, including Riverside for recording, Google Calendar for scheduling, and HubSpot for marketing automation.

This episode provides a thorough overview of Parloa’s innovative approach to customer service, diving into the nuts and bolts of generative AI. It also offers valuable insights into the career trajectories in the SaaS industry and emphasizes the significance of strong networks for professional growth. Julia’s journey from cultural marketing to tech executive underscores the diverse pathways one can take to succeed in the SaaS space.