UCaaS Trial by Fire

Gabrielle Weaver wears a lot of hats, and a no-nonsense headset. Starting as a member of the customer care team, she now manages ReadyTalk Hosted Voice with excitement only her dog ‘Avery’ can match. Her four-year history at ReadyTalk has been shaped by an objectively first-hand view of our services. Partly from her time working in a customer facing role, but mostly because of a last-minute relocation to Washington D.C. We like to use the expression “we eat our own dog food” at ReadyTalk. Meaning, we actively use the software that we sell on a daily basis. Here’s how Gabi puts her money where her mouth is — remotely working over 1,500 miles away.  

Q: What do you miss about working in the Denver office?

A: I do miss the physical presence of my colleagues and camaraderie you develop with people over time. That mostly applies to the moments at work where you’re catching up or doing anything but working. However, given the face-to-face interactions I experience in meetings (from a television screen) there’s still enough of a personal touch I get with my team.   

Q: What limitations have you found with working remotely?

A: Seriously, there is nothing that I haven’t been able to successfully accomplish. I can do everything I used to be able to do as if I were in the office. I’m in a different time zone, so that means I need mobile access to communications. If it’s 6 p.m. in D.C but only 4 p.m. in Denver I’m still readily available even if I’ve left my home office. And that’s another advantage to using Hosted Voice — there was no extensive setup with our IT department. It was lightweight enough for me to install, but sophisticated enough for 24/7 usage. There were no barriers to entry and the learning curve was very short, thankfully.   

Q: How do you think working in customer care has helped your decisions as a product manager?

A: Coming from that side of the business I think I have a unique understanding about customer pain points. That means balancing the needs and asks of thousands of ReadyTalk users. Their preferences and requirements are all different and specific to each individual. Working in customer care taught me to distill their hopes and dreams into one product that solves as many problems as possible. How we build products, structure them, change them, price them — all of these decisions were made looking through the lens of the customer. But I also think that my current experience working remotely has put me at an advantage as a product manager. I’m literally our target customer. So as a product team we don’t operate under the assumption that we know what’s best all the time. Instead, I’ve depended on our Hosted Voice application as a means to work everyday. That has definitely kept us honest in customer conversations.

Q: What are your passions outside of work?

A: I love to travel. I’m a certified scuba diver and did some great cave dives in Mexico a couple years ago. Also, I’m very good at brunch on Denver patios.

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Justin McHeffey

Justin McHeffey

Justin is responsible for creating content and generating leads for ReadyTalk’s Webcast and Webinar solutions. Focusing specifically on the marketing buyer, his work includes email nurture and cross-sell programs, sales enablement, collateral development, and hosting webinars for customers and prospects. He has held a wide range of marketing and communications roles in retail, event promotion, and the news media. Justin began his career as a TV meteorologist where he grew a storm chasing fan base and improved market position for the CBS affiliate in Denver.

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