Support Ops Podcast

Support Ops
  • 5.0 (7)
  • TECHNOLOGY

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.

  1. 03/24/2014

    Episode #30 – The Productive Support Pro with Thanh Pham

    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.

  2. 02/21/2014

    Episode #29 – Solo Support with Diana Potter

    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.

  3. 01/27/2014

    Episode #28 – Investigating Customer Service with Ashley Verrill

    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.

  4. 11/26/2013

    Episode #27 – Keeping the Complex Simple with Micah Bennett

    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.

  5. 11/07/2013

    Episode #26 – Acquisitions and Gamification with Robert Gregory

    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.

  6. 10/22/2013

    Episode #25 – Josh Pigford

    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.

  7. 10/01/2013

    Episode #24 – Rachel Andrew

    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.

  8. 09/12/2013

    Episode #23 – Joseph Rooks

    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.

See All (30)

5
out of 5
7 Ratings

About

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.

Information

  • Creator
    Support Ops
  • Years Active
    2012 - 2014
  • Episodes
    30
  • Rating
    Clean
  • Copyright
    © Copyright Support Ops
  • Show Website
    Support Ops Podcast