PODCAST

Support Ops Podcast

Customer support is not a hard concept. Someone has a problem and it’s your job to fix it and make them happy. Not just satisfied but happy. Here"s how.

technology software how-to

All Episodes

Episode #30 – The Productive Support Pro with Thanh Pham

Support Ops Podcast ·

2014/03/24

This week I talk with Thanh Pham from Asian Efficiency. We look at how to prepare for a product launch when your team is still pretty small. Thanh also shares with us how his team is scaling their support while still providing a very personable customer experience.

en-US

Episode #29 – Solo Support with Diana Potter

Support Ops Podcast ·

2014/02/21

This week I talk with Diana Potter from Customer.io. She's the first and so far only support pro on the team. We talk about how she provides a solid customer support experience despite being a solo support pro.

en-US

Episode #28 – Investigating Customer Service with...

Support Ops Podcast ·

2014/01/27

This week I talk with Ashley Verrill from Customer Service Investigator. We talk about the trends she's seeing from other company's customer service teams. We also touch on self-service support and how companies can get better at it.

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Episode #27 – Keeping the Complex Simple with Micah...

Support Ops Podcast ·

2013/11/26

This week I interview Micah Bennett from Zapier. We talk about how they keep a complex idea like Zapier super easy to use for customers. We also touch on how he does support as the sole support pro along with what his team thought of live chat.

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Episode #26 – Acquisitions and Gamification with...

Support Ops Podcast ·

2013/11/07

This week I interview Robert Gregory from Media Temple. We talk about the acquisition of Media Temple by GoDaddy along with how the support team fielded the flood of opinions on it. Then we move into the world of gamification with examples of how Robert successfully uses it with his support team.

en-US

Episode #25 – Josh Pigford

Support Ops Podcast ·

2013/10/22

This week on the show, I interview Josh Pigford from Sabotage. We talk about Temper, how teams can use it to see what the customer is thinking, and how customer surveys should work in general.

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Episode #24 – Rachel Andrew

Support Ops Podcast ·

2013/10/01

This week Rachel Andrew from Perch is on the show. We talk about designing support requests out of your product. We also take a look at the data she tracks to help plan for future customer growth and how that ties back into those support cases.

en-US

Episode #23 – Joseph Rooks

Support Ops Podcast ·

2013/09/12

Joseph Rooks is on the show this week. We talk about his experience with tech support at Virginia Tech, crafting better error messages, and how screencasts can be your best friend to help customers.

en-US

Episode #22 – Bootstrapped Support

Support Ops Podcast ·

2013/08/27

Ian Landsman and Andrey Butvo are on the show this week. It's a special join podcast with the very awesome Bootsrapped.fm. We talk customer support from the bootstrapper's perspective along with what works, what doesn't, and more.

en-US

Episode #21 – Designing for Support with Justin Jackson

Support Ops Podcast ·

2013/08/02

Justin Jackson is on the show this week. We talk about designing for support while building out your product. You can’t have a great product without a great support experience.

en-US

Episode #20 – Planning Ahead with Jon Lane

Support Ops Podcast ·

2013/07/03

Jon Lane is on the show this week. He's part of the fantastic support team at Harvest and probably the most remote worker I've ever talked to. Hint - he takes a boat to get from his home office to town.We also talk about Hurricane Sandy and how it affected the Harvest team. With power outages throughout the city, the Harvest team worked around the clock to keep their app up and running.

en-US

Episode #19 – Whole Company Support with Nick Francis

Support Ops Podcast ·

2013/06/19

Nick Francis is on the show this week. As one of the co-founders of Help Scout, customer support is literally his entire business. We cover Help Scout's first online class, how to make whole company support work, and what it's like to look for your first full time support person.

en-US

Episode #18 – Tech Support With Carl Holscher

Support Ops Podcast ·

2013/05/30

Carl Holscher is on the show this week. We talk about tech support inside a more traditional institution like the National Institute of Health. He's supporting some of the best scientists in the world as they work to solve cancer. Pretty cool, right? Carl shares some of the tips tricks he has for keeping a variety of computers and operating systems running their best. It's in-person support every day of the week for everything from Mac to Windows to Linux. He's even working with machines that need

en-US

Episode #17 – The Power of Personality with Mike Wong

Support Ops Podcast ·

2013/05/16

Mike Wong from Wufoo is on the show this week. We talk about Wufoo's distinct personality and how that comes across in their support emails. Oh, and his fan club. You've got to hear about his fan club.

en-US

Episode #16 – Customer Community with Evan Hamilton

Support Ops Podcast ·

2013/05/01

I've got Evan Hamilton on the show this week. We talk about keeping customers happy, engaging with the community around your product, and how different teams inside your company should work together.

en-US

Episode #15 – The First Support Hire with Adam...

Support Ops Podcast ·

2013/04/17

Part two of the interview with Adam Stacoviak from Pure Charity. He's looking to hire his first dedicated support person. We talk about what to look for in a person and how to get them started with the team. It's a two-part interview that you don't want to miss.

en-US

Episode #14 – The First Support Hire with Adam...

Support Ops Podcast ·

2013/04/12

Adam Stacoviak from Pure Charity is on the show this week. He's looking to hire his first dedicated support person. We talk about what to look for in a person and how to get them started with the team. It's a two-part interview that you don't want to miss.

en-US

Episode #13 – The Customer Champion with Jeff Vincent

Support Ops Podcast ·

2013/04/04

Jeff Vincent from Wistia is on the show this week. We talk about hiring new people, how programmers can work with the support team, and what happened when they started downplaying their phone support.

en-US

Episode #12 – Beastmode with Carolyn Kopprasch

Support Ops Podcast ·

2013/03/21

Carolyn Kopprasch from Buffer is on the show this week. We talk about what makes Buffer's customer support team rock. She gives out some great advice on apps they use and how to get work done in beastmode.

en-US

Episode #11 – Tip of the Hat and Wag of the Finger

Support Ops Podcast ·

2013/03/13

This week's episode ranges from the uproar over remote working to FedEx shipping marijuana to the wrong person. And then they gave out the address so the "right" person could pick it up. Being a gamer, there's talk of SimCity's missteps. Then United Airlines finally gets something right for a customer.

en-US

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