#80 – Ticket Queue Management

This week’s show topic comes from Pedro and it’s all about ticket queue management. We’re looking at tips and tricks for keeping the queue under control. We’re also talking about ways to minimize the amount of time customers have to wait on your team.

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#79 – Lowering the Barrier

This week, we’re looking at how to lower the barrier to customer interactions. Sarah Chambers had a great line in a recent article:

“Lowering the barrier to interaction means that you can elevate your customer’s experience one tweet at a time. At the end of the day, customer support is only about making the road to success as easy as possible for the customer.”

Offering Twitter support is just one way to do that. What’s other ways we can help lower that barrier?

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#78 – Leaving Gracefully

This week’s show topic is a great question from John. “In the sense most of us in the community are most likely in Support teams of 1 – 3. How do you handle moving on to a new opportunity while not causing your coworkers to go into a spiral of chaos because of your departure? ”

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#77 – Tiered vs Collaborative

For this show, we’re looking at collaborative vs tiered approaches to a support structure. Eban Schachter brought this one up and we knew we had to tackle it. Should everyone on your team answer every question? Or should specialized teams tackle tickets in just their area of expertise?

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Our favorite part of these episodes is being part of the conversations they provoke. Grab your invite to the customer support community chat and join us in the conversation!

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#76 – Too Much Work?

With this episode, we’re taking a look at your work life. It’s not uncommon to see tech companies, especially startups, working crazy hours. 12 hours days. 6 day weeks. Then it gets even worse when there’s a big deadline looming. How do you balance your time spent at work with everything that happens outside of it?

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Join the conversation

Our favorite part of these episodes is being part of the conversations they provoke. Grab your invite to the customer support community chat and join us in the conversation!

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If you’ve got a question for us or an idea for a future episode, send us a message here. And if you enjoyed the show, show us some love by giving us a review in iTunes.