Support Ops

Learn to be a customer support pro.

Archives for April 2014

#41 – CEO’s on Support

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This week, we’re talking about CEOs on support. Freshdesk kicked off their CEOonSupport campaign last week. The idea is that it gives CEOs an opportunity to discover great ways to improve their product or business by talking to their customers.

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#CEOonSupport

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Nice campaign from Freshdesk:

When CEOs actively spend time supporting customers, it gives them a reality check. We want to show executives around the world how much of a difference they could make in improving their business if they spent just one day or an hour doing support.

As a fan of the everyone on support idea, I love seeing that idea extend all the way up to the CEO. It’ll be great to see the posts from CEOs that participate.

Lame Do Not Reply Emails

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My Internet provider just sent this email:

With the data security breach experienced by Target over the holidays, we know many people have been issued new credit cards in recent months. This is just a friendly reminder that if you’ve had your credit card replaced for any reason (security, expiration, etc.), you need to update your Exede account with the new information.

While I admire them looking out for me, I’m left confused. Do I need to update my card? It wasn’t involved in the Target mess but from this email, it feels like I should. Maybe?

So I go to email them and find this gem at the bottom of the email.

DNR EmailNow I have to go fill out this long support form just to get an answer. It would’ve been a lot easier if I could’ve just hit reply on that email.

#40 – Quick and Easy Support Wins

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This week, we talk about a few easy and quick wins to make your customer experience better right away. There’s always low hanging branches that you can work on to make things better.

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Ways to listen or watch: iTunes | MP3 | YouTube | RSS 

This week’s shownotes

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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.

Mayday Marriage Proposals

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Jeff Bezos on Amazon’s Mayday tool:

A few of the Maydays have been amusing. Mayday Tech Advisors have received 35 marriage proposals from customers. 475 customers have asked to talk to Amy, our Mayday television personality. 109 Maydays have been customers asking for assistance with ordering a pizza. By a slim margin, Pizza Hut wins customer preference over Domino’s. There are 44 instances where the Mayday Tech Advisor has sung Happy Birthday to the customer. Mayday Tech Advisors have been serenaded by customers 648 times. And 3 customers have asked for a bedtime story. Pretty cool.

It’s cool to see that the Mayday reps are having fun with these kinds of questions. And their 9 second response time on Christmas day is pretty amazing.

Hangout #39 – Email Tips and Tricks

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This week, we’re talking about your best tips and tricks for email support. You know, the little things you do that makes you such a kickass at it. We’ve all got a few in our back pocket and now you can add a few more.

Listen / Watch the Episode

Ways to listen or watch: iTunes | MP3 | YouTube | RSS 

This week’s shownotes

This week’s shoutouts

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.