Happy to Help | A Customer Support Podcast

Buzzsprout

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. The Role of AI in Customer Support with Conor Pendergrast

    7월 8일

    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!

    44분
  2. Journey Mapping the Customer's Experience with Stacy Sherman

    6월 10일

    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!

    41분
  3. Balancing Inbox Coverage and Support Projects with Chase Clemons

    5월 13일

    Balancing Inbox Coverage and Support Projects with Chase Clemons

    Text the show! We’re exploring how to balance inbox work with long-term projects on a support team! Chase Clemons from 37signals returns to share how his team uses six-week cycles to manage support coverage, build new initiatives, and avoid burnout while still delivering exceptional customer service. In this episode, you’ll learn how 37signals structures their support team to thrive in both reactive and proactive work. Discover how they balance daily inbox demands with meaningful project work, the benefits of hiring “managers of one,” and why project days are key to team longevity. Chase also shares how cycles promote clarity, protect focus time, and allow support pros to contribute far beyond the queue 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!

    58분
  4. How to Build and Maintain an Effective Knowledge Base

    4월 8일

    How to Build and Maintain an Effective Knowledge Base

    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!

    46분

  5. 3월 11일

    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!

    1시간 5분

  6. 2월 11일

    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!

    41분

  7. 2024. 12. 24.

    Lessons from 20 Episodes of Happy to Help

    Text the show! As we bid farewell to season one, we recall the invaluable lessons learned over 20 amazing episodes! Thanks to our incredible guests: Sarah Caminiti, Chase Clemons, Sarah Hatter, Kristi Ernst Thompson, and Suneet Bhatt. These experts shared their wisdom on leading with kindness, addressing feedback constructively, and fostering a sense of community and team support. We'll be returning in February 2025 for season two! Your suggestions for future topics or guests are welcome! We plan to continue providing you with actionable strategies to enhance your customer service, so if there is something you want us to discuss, let us know!  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!

    14분
  8. Cultivating a Healthy Support Team with Suneet Bhatt

    2024. 12. 10.

    Cultivating a Healthy Support Team with Suneet Bhatt

    Text the show! In this episode of Happy to Help, we dive into the essentials of building a thriving customer support team that’s both happy and productive! We sit down with special guest Suneet Bhatt, a leadership expert dedicated to helping people and organizations reach their full potential.  Suneet shares actionable insights from his “Happy, Proud, Not Yet Satisfied” workshop, offering powerful strategies for preventing burnout, encouraging personal growth, and empowering customer support teams to be their best. Learn why fostering empathy, promoting healthy work-life boundaries, and supporting personal well-being are crucial to long-term success for any support specialist.  Whether you’re a manager seeking ways to uplift your team or a customer support professional looking to create sustainable work habits, this episode will provide you with practical tips to build resilience, boost morale, and ensure your team feels truly supported. 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!

    48분
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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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