The Supportive Podcast

Help Scout
  • 5.0 (3)
  • MANAGEMENT
  • UPDATED MONTHLY
The Supportive Podcast

Brought to you by Help Scout's Mat Patterson, The Supportive is a new 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).

Episodes

  1. Patto Presents - Epochal Growth - Customer Centricity Through Journey Mapping

    OCT 24 · BONUS

    Patto Presents - Epochal Growth - Customer Centricity Through Journey Mapping

    Mat shares a special crossover: Episode 6 of Epochal Growth with host Sarah Caminiti interviewing Ben McCormack, a customer experience expert, who discusses the importance of customer journey mapping in fostering customer-centricity within organizations. Huge thanks to Sarah for sharing her interview with us. To hear more from Sarah on Epochal Growth, visit https://www.epochaloperations.com/epochal-growth

    55 min

  2. OCT 9 · BONUS

    Supportive Shorts — My First Customer Service Job

    Mat describes his first customer service experience working as a paper boy. What was yours? Email thesupportive@helpscout.com to let us know.

    3 min
  3. Episode 5 - Escape the Queue

    SEP 23

    Episode 5 - Escape the Queue

    Mat chats with Elyse Mankin, experienced support leader and former headband girl to talk about her experiences moving from frontline support into a leadership role. See https://www.helpscout.com/resources/supportive-podcast/S1E5/ for more.

    33 min
  4. Episode 4 - Greatest Mistakes in Customer Service History

    AUG 29

    Episode 4 - Greatest Mistakes in Customer Service History

    In this episode, Mat shares stories and lessons from six examples of customer service fails throughout history — from poor quality trade goods in ancient Mesopotamia to spectacularly bad motel service in present-day Australia. For more information on all of these incidents, a full transcript, and further reading, visit https://www.helpscout.com/resources/supportive-podcast/S1E4/

    19 min

  5. AUG 15 · BONUS

    Supportive Shorts - Time is Money

    Mat explores the recent Biden/Harris announcement of a "Time is Money" crackdown on customer hostile business practices.

    4 min
  6. Episode 3 - Secrets of A Product Manager

    JUL 25

    Episode 3 - Secrets of A Product Manager

    Ben Henderson — product manager, former DJ, and boot Tetris expert — chats with Mat about his role and how customer support leaders can most effectively make their case for product changes and fixes. Plus, an Aussie slang challenge! For show notes, relevant links, further reading, and a full transcript visit: https://helpscout.com/resources/supportive-podcast/S1E3/

    25 min

  7. JUN 27 · BONUS VIDEO

    Supportive Shorts - We (May) Need Another Hero

    Mat reveals that Aussies love Tina Turner, but thinks customer support teams may soon need another hero.

    5 min
  8. Episode 2: Self-Service is the Future of Online Support

    JUN 18

    Episode 2: Self-Service is the Future of Online Support

    Self-service technology, through AI, is the future of online support.

    17 min

  9. JUN 11 · BONUS

    Supportive Shorts - The AI-First Bandwagon

    In this in-between non-episode, Mat talks about why Help Scout is not an AI-first company.

    4 min
  10. Episode 1: AI and the Future of Support Teams

    MAY 2

    Episode 1: AI and the Future of Support Teams

    AI and the future of support teams, 3 truly terrible predictions, several action items for support leaders, and Shawna explains the Rule of 40. For notes, links, and a full transcript: https://www.helpscout.com/resources/supportive-podcast/S1E1/ Please send feedback to yourfriends@helpscout.com

    17 min
  11. Welcome to The Supportive!

    EPISODE 1 TRAILER

    Welcome to The Supportive!

    To deliver consistently great customer experiences takes good leaders making customer-centric decisions all the way down. There just aren’t enough of those leaders out there. We need more of them, a lot more. The good news is, we can make more, and that's what this podcast is for. In this trailer, meet your host, Help Scout's Mat Patterson, and learn a little more about what is coming up. For more information visit: https://helpscout.com/resources/supportive-podcast

    1 min

Trailer

Ratings & Reviews

5
out of 5
3 Ratings

About

Brought to you by Help Scout's Mat Patterson, The Supportive is a new 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).

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