The Support Helpdesk

Mercer is joined by Jenny Dempsey, a certified health coach, to talk about how to handle the challenge of taking on more responsibility at work.Host: Mercer Smith (mercenator, everywhere)Guest Expert: Jenny Dempsey (@jennysuedempsey, jennydempseywellness.com)Caller: Heather-Mae (@heather_mae_day, Buffer Podcast - The Science of Social Media buffer.com/podcast)Music by Flavio MangioneFind out more about The Support Helpdesk, ask a question, or volunteer at thesupporthelpdesk.com!Recap Notes:Personal

Bill and Mercer are joined by Jeff Vincent of Appcues to talk about everybody’s favorite topic: how to improve dialogues between support and product teams.Hosts: Bill Bounds (billbounds.com) and Mercer Smith (mercenator, everywhere)Guest Exert: Jeff Vincent (@jeffvincent) jerf.spaceMusic by Flavio MangioneRecap Notes:- Osmosis: get on the level of product, speak the same language and ask them to speak your language.- Something we’re always trying to do better at: everyone has to work in support of a

Bill and Mercer are joined by Doug Akers of Smile.io to talk about how to best show your support team’s value to the rest of the organization.Guest Expert: Doug Akers (@spiderdoodle42 on twitter and “Doug Akers” on LinkedIn)Guest Caller: Alanna Feinsod (@alannafeinsod)Music by Flavio Mangione.Recap Notes:- Harvest is a saas company, time tracking for medium to large sized businesses. Primary customers: agencies (creative), lawyers to landscapers.- Support is sole voice as a product-led company, so

Bill and Mercer are joined by Jim Coe, formerly of The Yeomen, and Conor Pendergrast from Expensify to talk about how to consider your goals and weigh your options when exploring outsourced support.Guest experts: Jim Coe (jamespcoe.com) Conor Pendergrast (conorpendergrast.com)Music by Flavio Mangione

Bill is joined by Jon McCartie from Heroku and Sarah Bellamy, an executive coach, to talk about how to make the most of meetings with your manager especially when everything is “ok”.Guest experts: Jon McCartie (@jmccartie) Sarah Bellamy (@sarahrichie)Music by Flavio Mangione

Bill and Mercer are joined by Ben McCormack from Full Story to talk about round robin queue management and other possible alternatives.Guest Expert: Ben McCormack (@benmccormack), Director of Support at Full Story.Caller: John Cason (@johncason)“Why You Should optimize Customer Support for Queue-Based Performance” by Ben McCormack

Get to know Bill and Mercer, who briefly explain what this podcast is all about: helping others with their support challenges. From there they cover vulnerability and some of the lessons learned during their careers.Music by Flavio Mangione