Welcome to Support Ops! This is a weekly podcast that helps you deliver a better support experience to your customers.
Customer support is a feature of your product. When done right, it can set you apart from your competition. An app can be recreated easily. A solid support experience is much harder to copy. When customers know they’re going to get great support, they’ll choose you over the competitor.
The Support Ops Hangout is our effort to help you create a support experience where customers choose you over the other company every time. This is where you’ll learn to be a customer support pro.
Since you’re new to the show, here’s a brief guide to the basics.
Here’s a few of our favorite episodes to get you started.
Automattic has a great idea in their creed – “I will communicate as much as possible, because it’s the oxygen of a distributed company.” We’d go as far as to say communication is the oxygen of any team – both local and remote. But how does an effective team communicate with each other?
We’re always talking about keeping customers happy. From easy refunds to pro-active support, we go out of our way to make sure they stay customers. But what about our fellow employees? How do we keep our teams just as happy as our customers?
Buffer calls their support pros “happiness heroes”. Wistia calls them “champions”. Does it matter?
Then there’s your internal lingo. Some of us refer to support issues as tickets and other teams call them cases. Do you call the people that pay for your product – customers, clients, or users?
All that to lead to the main question – Does language matter or is it just semantics?
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And happy listening!