The Supportive Podcast

Help Scout
  • 0.0 (0)
  • ADMINISTRACIÓN
  • CADA MES

Brought to you by Help Scout's Mat Patterson, The Supportive is a monthly show for the customer-centric leaders of today and tomorrow. Tune in for tons of customer experience insights, practical tips, expert advice, and a bit of fun. (Also dad jokes).

  1. Is David Sparks too kind to be a lawyer?

    24 MAR

    Is David Sparks too kind to be a lawyer?

    Mat sits down with David Sparks — lawyer turned full-time creator — as he shares how 28 years in the courtroom shaped his approach to serving his technology audience. From playing imaginary clown music at raging opposing counsel, to personally answering emails from 93-year-old customers, David reveals what it looks like to build a business around kindness, craft, and staying close to the people you serve. https://www.helpscout.com/resources/supportive-podcast/macsparky/ for full show notes.

    35 min
  2. NapLab tells you what mattress sellers will not

    8 MAR

    NapLab tells you what mattress sellers will not

    NapLab — Our First Customers on The Supportive Mat Patterson talks with Derek Hales, founder of mattress review site NapLab, about building a customer-centric business in an industry that works hard to keep consumers in the dark. Derek shares how a frustrating mattress shopping experience led him to create one of the web's most rigorous product review platforms — and what happens when the reviews don't work for readers. For the full show notes and transcript: https://helpscout.com//resources/supportive-podcast/naplab/

    37 min
  3. Young Henrys — Our First Customers

    19 ENE

    Young Henrys — Our First Customers

    Mat sits down with Oscar McMahon, co-founder of Sydney brewery, Young Henrys, as he shares how community, values, and a ‘challenger mindset’ have helped build one of the city's most loved independent companies. From the Inner West music scene to their “Serve the People” ethos, Oscar shares how purpose shows up in hiring, customer service, and business strategy. Full show notes and links: https://www.helpscout.com/resources/supportive-podcast/younghenrys/ Listen out for: (04:16) The birth of craft beer culture and why engagement matters (06:01) Inner West Sydney: the impact of local culture (09:05) How a passion for music shaped Oscar’s leadership (11:04) Lessons from touring bands and applying them to business (14:09) Every touchpoint matters: holistic customer service (15:36) Why shared company values come first (17:16) Making values stick with a self-policing culture (19:06) Hiring for fit: values vs experience (22:26) Embracing challenge for genuine growth (28:30) Human connection beats tech in hospitality (29:16) Community partnerships and authentic marketing (33:13) What “Serve the People” really means at Young Henrys (34:11) Sustainability, B Corp and the innovative algae project (39:13) Building real customer value beyond transactions (44:23) Independence vs. challenge: what keeps brands thriving

    47 min
  4. YNAB — Our First Customers

    09/12/2025

    YNAB — Our First Customers

    Todd Curtis, CEO of YNAB, shares how customer support became the foundation for sustainable growth. Learn why they embedded support in product teams and used it as a training ground for company-wide leadership. Here's the original YNAB Support Ethics document (long since replaced with expanded versions) https://2760806.fs1.hubspotusercontent-na1.net/hubfs/2760806/YNAB%20Support%20Ethic.pdf Discover how YNAB’s “education first” approach shaped not only how they help customers, but also how they build their own business. If you’ve ever wondered how support can become a secret engine for company growth (and even leadership) this is the episode that shines a light. (01:39) The Excel spreadsheet that started it all (05:16) Early support workshops and one-to-one coaching (07:15) “Five case Monday” and whole-team support (10:31) Why YNAB sees itself as an education company (12:47) Crafting the YNAB Support Ethic (17:27) Embedding support specialists in product teams (22:36) Support as a pipeline for talent across YNAB (28:43) Navigating major product and branding changes (33:09) Moving from “budgeting” to “planning” – and why words matter (34:01) Living core values inside and outside the company (36:57) Balancing customer experience with sustainable business growth Support is about more than technical issues: YNAB’s support team isn’t just resolving sync errors and resetting passwords — they’re helping people change their mindset about money, and get their financial life back. The most impactful conversations in the queue often go beyond troubleshooting to coaching, education, and emotional support. Empathy drives long-term success: By noticing and celebrating deeper customer interactions (not just ticket volume), YNAB builds trust and loyalty. Expanding the definition of support work makes for a more satisfying role, stronger customer relationships, and helps grow the business. Support Talent Powers the Company: At YNAB, support is a launching pad for roles across product, marketing, and operations. Hiring for values, communication, and willingness to learn pays off when support pros bring customer focus and cross-functional skills company-wide.

    40 min
  5. Wistia — Our First Customers

    19/11/2025

    Wistia — Our First Customers

    Chris Savage, co-founder and CEO of Wistia, shares how staying in the support inbox for ten years, walking away from a potential major deal with HBO as customer #4, and choosing patience over growth helped their team build a video marketing platform where every product decision starts with understanding customer pain—not just counting feature requests.

    35 min
  6. ZSA — Our First Customers

    08/09/2025

    ZSA — Our First Customers

    Erez Zuckerman, CEO and co-founder of ZSA Technology Labs, shares how a focus on craftsmanship, honest communication internally and externally and deep support has helped his small keyboard company punch well above its weight.

    42 min
  7. Help Scout — Our First Customers

    11/08/2025

    Help Scout — Our First Customers

    What does it take to earn the trust and loyalty of over 12,000 customers, build a team that cares like you do, and hold onto your values for over a decade? In the first episode of season 2, go behind the scenes with the three founders of Help Scout – Nick Francis, Denny Swindle, and Jared McDaniel – and hear how they turned their frustrations with clunky support tools into a business renowned for its customer focus. For show notes, transcript, and links: https://helpscout.com/resources/supportive-podcast/S2E01/

    32 min
  8. Supportive Shorts — Reframing AI Chatbots

    18/07/2025 ·  CONTENIDO EXTRA

    Supportive Shorts — Reframing AI Chatbots

    Mat answers Ita's newsletter-follow-up question: How can we frame AI chatbots as self-service tools, not worse-than-human support? Find the original newsletter here: https://email.helpscout.com/harm-joy and visit https://helpscout.com/blog/blog/reframing-as-chatbots/ for further links. Thanks Ita for the great question!

    7 min
Ver todo (26)

Tráiler

Acerca de

Brought to you by Help Scout's Mat Patterson, The Supportive is a monthly show for the customer-centric leaders of today and tomorrow. Tune in for tons of customer experience insights, practical tips, expert advice, and a bit of fun. (Also dad jokes).

Información

  • Creador
    Help Scout
  • Años de actividad
    2024 - 2026
  • Episodios
    26
  • Clasificación
    Apto
  • Copyright
    © 2024
  • Mostrar sitio web
    The Supportive Podcast

También te podría interesar