Buzzsprout

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Kanal • Broj emisija: 6

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Ažurirano 06. 11. 2023.

14. 10. 2025.

The High Cost of Urgency: Mistakes, Burnout, and Bad Customer Experiences

Text the show! In this episode of Happy to Help, we dive into the pressure-filled world of customer support and why it’s time to shift from frantic reaction to intentional response. Learn how operating from a place of calm not only reduces mistakes but leads to better customer experiences, stronger team morale, and reduced burnout. With real-world examples of how urgency can derail even the best support intentions, this episode is packed with strategies to help you: Recognize the hidden costs of urgency in the inboxBuild a calm support culture even when customers are in crisisTrain your team to slow down without sacrificing serviceModel healthy leadership that prioritizes quality over speedRecommended reading: It Doesn't Have to Be Crazy at Work Whether you’re leading a support team or answering tickets yourself, this is your permission slip to breathe, slow down, and serve better! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com. Thanks for listening!

14. 10. 2025.

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43 min
06. 08. 2024.

The Art of Training New Hires Efficiently

Text the show! Brian Johnson joins Happy to Help for the second time! In this episode, we discuss training new hires! Brian and Priscilla dive into prioritizing new hire training, a recent training project, and tips for developing your own training program! They touch on training in small teams, the importance of flexibility and adaptability in training, hands-on inbox training, personalized self-study topics, and fostering an environment where questions are celebrated! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com. Thanks for listening!

06. 08. 2024.

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55 min
09. 09. 2025.

Remote Support Team Management with Erica Clayton

Text the show! We're sitting down with Erica Clayton, CX expert and founder of Sunshine CX, to explore the strategies behind successfully managing remote customer support teams. Whether you’re leading a global CX department or onboarding your very first remote hire, this episode is packed with practical insights on: Building team culture across time zones (Erica recommends The Culture Map by Erin Meyer)Creating effective onboarding processesPreventing remote burnoutFostering social connection without micromanagingDeveloping communication routines that actually workErica shares lessons from leading distributed support teams at companies like TuneCore and offers real-world advice on tools, processes, and leadership mindset shifts that help remote teams succeed. We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com. Thanks for listening!

09. 09. 2025.

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56 min
11. 03. 2025.

Communicating Effectively with Developers and Tech Support

Text the show! We're diving into the complex dynamics between customer support teams and developers. Buzzsprout Co-Founder, Tom Rossi, joins us to explain how strong communication between these groups significantly impacts product quality and customer experience. In this episode, you’ll learn how strong communication between customer support and product development fosters better teamwork, ensuring support teams stay informed and confident when changes roll out. Discover strategies for improving collaboration, from setting clear expectations and sharing positive feedback to involving support in feature planning and aligning release schedules. We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com. Thanks for listening!

11. 03. 2025.

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1 h 5 min
20. 08. 2024.

Customer Support Scheduling: How to Balance Inbox Coverage & Deep-Work Time

Text the show! Balancing real-time customer support with deeper, project-based work can feel like an impossible scheduling puzzle, but it doesn’t have to be. In this episode, we break down practical, real-world strategies for optimizing your customer support workflows and scheduling process. We explore how customer support teams can streamline inbox coverage using tools like employee scheduling software and online scheduling tools, allowing team members to self-schedule time for outbox projects and deep work. You’ll hear how Buzzsprout’s support team uses internal calendars and transparent expectations to improve response times, enhance the customer experience, and protect long-term customer success. We also discuss how service scheduling impacts customer satisfaction, team functionality, and retention, and why setting boundaries is a key feature of a thriving support culture. Whether you’re managing a call center, leading a remote team, or just looking to improve your support scheduling process, this episode is full of actionable ideas you can start implementing right away. We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com. Thanks for listening!

20. 08. 2024.

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48 min
29. 10. 2024.

Customer Support Strategies for a Stress-Free Holiday Season

Text the show! As the holiday season approaches, we are sharing practical tips on how to ensure customers receive timely assistance while giving your support team the chance to rest and celebrate! From flexible scheduling to balancing half-day shifts and planning early, we discuss Buzzsprout’s approach to managing customer support over the holidays and how you can apply similar strategies to your team. We hope these insights help you navigate holiday coverage without sacrificing your team’s well-being or customer satisfaction! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com. Thanks for listening!

29. 10. 2024.

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49 min
11. 02. 2025.

5 Easy Ways to Instantly Improve Your Customer Service in 2025

Text the show! Want to take your customer service to the next level in 2025? In this episode of Happy to Help, we’re breaking down five simple yet powerful strategies you can start using today to improve your customer service—no expensive tools or complex workflows required! Tips for leveling up your customer service: 1. Humanize Your Emails – Treat customers like real people, not ticket numbers. A little personalization goes a long way! 2. Shift Your Mindset on Problem-Solving – See customer issues as exciting challenges to tackle, not just tasks to complete. 3. Optimize Your Time Out of the Queue – Use slow periods to sharpen your skills and expand your product knowledge. 4. Empower Customers with Self-Service – Proactively provide resources so customers can solve issues faster on their own. 5. Celebrate Remarkable Service – Recognize great customer interactions to build a culture of support excellence. Whether you’re answering emails, leading a team, or building customer relationships, these five strategies will instantly improve your approach to support—making customers (and your team) happier along the way! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com. Thanks for listening!

11. 02. 2025.

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41 min
08. 04. 2025.

How to Build and Maintain an Effective Knowledge Base with Mat Patterson

Text the show! A great knowledge base can make life easier for your customers and your support team—but where do you start? In this episode, we're joined by Mat Patterson from Help Scout to talk about building helpful, well-maintained articles that can actually eliminate repetitive support questions. Whether you’re a support team of one or leading a larger team, this episode is packed with practical advice you can put to work today! Mentioned in this episode: The Supportive Podcast & BlogHelp Scout - Creating a Customer Knowledge BaseHelp Scout - Best Customer Service Software in 2025Support in Real Life: Tech Recommendations Help ScoutCleanshotObsidianGet in touch with Mat: Help Scout NewsletterLinkedInBlueskyWe want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com. Thanks for listening!

08. 04. 2025.

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46 min
10. 06. 2025.

Journey Mapping the Customer's Experience with Stacy Sherman

Text the show! Customer support is just one step on a much larger path. So how do you make sure every step along your customer’s journey is intentional, seamless, and delightful? In this episode, Priscilla welcomes Doing CX Right host and customer experience expert Stacy Sherman to demystify the practice of customer journey mapping. With 25+ years of experience building connections between people and brands, Stacy breaks down how to go beyond support tickets and start crafting every phase of the customer experience with purpose. Check out Stacy's book, "Transformative Experience Journey Management", her podcast "Doing CX Right," and free templates at doingcxright.com. We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com. Thanks for listening!

10. 06. 2025.

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41 min
08. 07. 2025.

The Role of AI in Customer Support with Conor Pendergrast

Text the show! How should customer support teams use AI without losing the human touch? Priscilla Brooke sits down with customer success expert Conor Pendergrast to explore the evolving role of AI in support workflows. From using AI as a smart assistant to drive efficiency, to building better customer relationships through intentional automation, Connor offers real-world examples, clear do’s and don’ts, and practical tips for teams of all sizes. Learn how to strike the balance between AI tools and authentic human service, and hear why empathy, intentionality, and trust remain at the heart of excellent support even in an AI-powered world. Learn more about Conor at CustomerSuccess.cx and subscribe to Conor's daily tips for CS! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com. Thanks for listening!

08. 07. 2025.

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44 min

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Buzzsprout

Najpopularnije emisije

The High Cost of Urgency: Mistakes, Burnout, and Bad Customer Experiences

The Art of Training New Hires Efficiently

Remote Support Team Management with Erica Clayton

Communicating Effectively with Developers and Tech Support

Customer Support Scheduling: How to Balance Inbox Coverage & Deep-Work Time

Customer Support Strategies for a Stress-Free Holiday Season

5 Easy Ways to Instantly Improve Your Customer Service in 2025

How to Build and Maintain an Effective Knowledge Base with Mat Patterson

Journey Mapping the Customer's Experience with Stacy Sherman

The Role of AI in Customer Support with Conor Pendergrast

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Buzzsprout

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