Happy to Help | A Customer Support Podcast

Buzzsprout
Buzzsprout
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If you work in customer support, if you lead a support team, or if you are looking to better the customer experience for your company, then this podcast is for you! Happy to Help is a podcast about all things customer support brought to you by the people at Buzzsprout. Join us, on the second Tuesday of every month as Buzzsprout's Head of Podcaster Success, Priscilla Brooke dives into the world of customer support to make remarkable support the standard, not the exception! 

  1. 4 天前

    The Future of Customer Support: 6 Takeaways from Support Driven Expo

    Send us Fan Mail Priscilla and Buzzsprout support specialist Serena return from the Support Driven Expo in Chicago to share their biggest takeaways. From new opportunities for support professionals to the importance of slowing down, we’re exploring what it looks like to grow with our industry while keeping human connection at the heart of our work. We unpack six takeaways to help you: Explore how your customer support role can grow beyond answering ticketsFind your voice in technical conversations and share your team’s perspectiveSupport your teammates through challenges you can’t solveManage urgency so you can make better decisions and avoid burnoutCreate a team culture where it feels safe to share ideas, experiment, and failFind new ways to connect with customers as AI takes on more of the inboxPlus, we share a few memorable customer service experiences from our trip and talk about why finding your support community can remind you just how valuable your work really is. 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!

  2. 8月11日

    Podcasting As Proactive Customer Support

    Send us Fan Mail What if your support team could answer customers’ questions before they ever submitted a ticket? In this episode, we’re joined by Cara Pacetti, host of Podcasting Q&A and a member of Buzzsprout’s Podcaster Success team, along with Happy to Help producer and longtime podcaster Jordan Blair. Together, we explore how businesses can use podcasting as a proactive customer support strategy for educating customers, answering recurring questions, and building trust at scale. We look at how Buzzsprout transformed Podcasting Q&A from a marketing initiative into a customer education resource, why support inboxes are full of potential episode ideas, and how a branded podcast can give customers more than step-by-step instructions. It can also teach the strategies behind a product, service, or feature. We also discuss the unique ability of podcasting to create authentic relationships and brand loyalty. When customers regularly hear the voices of the people behind a company, support begins to feel more personal, familiar, and approachable. Over time, listeners can even become super fans who help educate and encourage other customers. In this episode, we cover: How podcasting creates proactive and scalable customer supportTurning frequently asked questions into evergreen contentUsing educational content to prevent customer frustrationBuilding customer trust and brand loyalty through audioAdding support elements to an existing branded podcastGiving support professionals creative opportunities beyond the inboxChoosing topics, hosts, equipment, and production rolesUsing AI to identify recurring questions and brainstorm episodesStarting a podcast without overthinking the technologyWhy even a limited 10-episode series can become a valuable customer resourceResources mentioned: Listen to Podcasting Q&AFollow BuzzcastListen to Buzzsprout’s How to Start a Podcast seriesLearn more about Buzzsprout Fan MailIf this episode inspires your support team to experiment with podcasting, send us Fan Mail and tell us about it!  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!

  3. 7月14日

    What You Should Actually Measure in Support with Meghan Gallagher

    Send us Fan Mail Metrics shape the way support teams work, but not every metric tells the full story. In this episode, we’re joined by Meghan Gallagher, Support Operations Consultant and Founder of MG Consulting, to talk about how support teams can measure what actually matters. We discuss why common metrics like CSAT, first response time, and average handle time can be misleading when they’re used on their own, how speed-focused goals can create bad habits, and why support leaders should use data as a starting point for better conversations. We also dig into better ways to measure support’s impact, including recontact rate, replies to resolve, customer sentiment, retention, product feedback, and team bandwidth.  Plus, Meghan shares practical advice for telling a clearer story to leadership, motivating your team without burning them out, and revisiting your metrics as your support team grows and changes. 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!

    What You Should Actually Measure in Support with Meghan Gallagher

  4. 6月9日

    Help Articles and Writing Strategies in the Age of AI with Leslie O'Flahavan

    Send us Fan Mail We’re talking with Leslie O’Flahavan, owner of E-WRITE and writing expert, about how customer support teams can write better help docs in the AI era! AI is changing the way customers find answers, but that does not mean we should forget about the humans reading those answers. Leslie explains why great knowledge base content still comes down to plain language, clear structure, and accurate information, whether the reader is a person or an AI tool pulling from your help center. We discuss: How AI uses help articlesWhy outdated or vague documentation can create bigger problems fasterWays support teams can improve their knowledge basesLeslie also shares practical writing tips you can use right away! These tips include how to write clearer article titles, when to use summaries, why “notes” and “read more” links can cause confusion, and how to revise your most-used articles without overwhelming your team. So, if you write help docs, edit AI-generated support content, or manage a knowledge base, this episode will help you make your writing more useful for customers and more reliable for AI to pull from! Links mentioned in this episode:  Leslie's LinkedIn ProfileE-WRITEHelp Scout article/webinar: Why Analytical Reading Is a Must-Have SkillLinkedIn LearningWe 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!

    Help Articles and Writing Strategies in the Age of AI with Leslie O'Flahavan

  5. 5月12日

    How Support Teams Can Prove Their Value Across the Company with Andrew "Coach" Rios

    Send us Fan Mail Customer support is where every company decision eventually shows up. In this episode, we’re talking with Andrew “Coach” Rios, a customer experience and support operations leader with more than 25 years of experience building support teams at companies like Cisco, Fitbit, and Cityside Fiber. We dig into why support teams often feel overlooked, how support leaders can communicate their value to the rest of the company, and why customer insights need to be translated into the language other departments actually understand. We also talk about how coaching youth sports shaped Coach Rios’s leadership style, why “winning” looks different for every support team, and how leaders can start building influence even before they officially have a seat at the table. Plus: how to create a support report people actually read, why employee satisfaction may be the most important support metric, and why great support leaders should constantly sell, market, and advocate for their teams. This episode is for support leaders who want their teams to be heard, respected, and integrated into the bigger picture and for support pros who know their work is about far more than answering tickets! 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!

    How Support Teams Can Prove Their Value Across the Company with Andrew "Coach" Rios

  6. 4月14日

    Practical Uses of AI in Customer Support with Craig Stoss

    Send us Fan Mail In this episode, Priscilla is joined by Craig Stoss, VP of Solutions at Kodif, to break down what AI actually looks like in a real support workflow and how teams can use it in practical, low-risk ways. They dig into why AI is more than just chatbots, where it actually saves time (and where it doesn’t), and how tools like summarization, tone refinement, translations, and reporting can make day-to-day support work more efficient without sacrificing quality. Craig also explains the biggest misconceptions about AI, including why it can’t make human judgments, what it’s genuinely bad at, and why measuring success with traditional CSAT can lead teams in the wrong direction. Plus, they discuss: Common mistakes when implementing AI How to think about a “frustration index” instead of satisfaction scoresThe skills support professionals should start building nowThis conversation is for support teams who want to use AI without losing trust with their customers, and for anyone trying to figure out where AI fits into their workflow without overcomplicating things! Where to find Craig: LinkedIn.com/in/cstossKodif.ioWe 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!

    Practical Uses of AI in Customer Support with Craig Stoss

  7. 3月10日

    Using Psychology to Thrive in Customer Support with Melody Wilding

    Send us Fan Mail Customer support comes with a real mental and emotional load. In this episode, Priscilla sits down with Melody Wilding, licensed therapist, executive coach, and host of the Psychology at Work podcast, to talk about how support professionals can use psychology to protect their energy, communicate with confidence, and build healthier habits without emotionally detaching from customers. We dig into why setting boundaries often fails in the moment and why setting clear expectations works better, how to spot boundary erosion, and what the “happy to help” mindset can turn into when it becomes overfunctioning.  Melody also shares practical tools for handling frustrated customers without taking it personally and using the "broken record" technique when you need to stand your ground. Plus: how remote work has changed rumination and workplace paranoia, why sensitivity can be a competitive advantage in support, and simple reset rituals you can use between tickets so one difficult interaction doesn’t spill into the next. This conversation is for support pros who want to stay empathetic and protected, and for leaders who want to build a culture where sustainable support is the standard. Where to find Melody: Melody’s website: melodywilding.com Podcast: Psychology at Work 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!

    Using Psychology to Thrive in Customer Support with Melody Wilding

  8. 2月10日

    Creating a Healthy Mindset in Customer Support with Sarah Caminiti

    Send us Fan Mail Great customer support starts with mindset. In this episode, we sit down with returning guest Sarah Caminiti to explore what a healthy customer support mindset actually looks like, why it matters so much, and how leaders can intentionally create environments where support teams can thrive. We talk about the difference between clearing the queue vs. "building a cathedral", why assuming positive intent is essential for long-term success in support, and how mindset directly impacts everything from customer experience to burnout and team health. Along the way, we dig into creating space to pause, fostering curiosity, celebrating small wins, and helping support professionals take ownership of their work and their careers. This conversation is for support leaders who want stronger, healthier teams, and for frontline support pros who need a reminder that the work they do is highly skilled, deeply valuable, and worth taking pride in! 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!

    Creating a Healthy Mindset in Customer Support with Sarah Caminiti
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If you work in customer support, if you lead a support team, or if you are looking to better the customer experience for your company, then this podcast is for you! Happy to Help is a podcast about all things customer support brought to you by the people at Buzzsprout. Join us, on the second Tuesday of every month as Buzzsprout's Head of Podcaster Success, Priscilla Brooke dives into the world of customer support to make remarkable support the standard, not the exception! 

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