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Archives for July 2014

How Important Are Job Titles?

July 31, 2014 By Chase Clemons

Fantastic points from Mathew Patterson on the last episode:

Where would you rank the importance of a job title on that list? Job titles and team names matter, undoubtedly. It can be that extra little recognition of value and culture. They just matter so much less than everything else. If you’re in support and your company is doing all those other things up there, then you won’t care what your title is. You will know deeply how important you are and how important your work is.

I think job titles get too much attention. When you start seeing parodies like this one from Vooza, you know you’ve gone overboard with them.

Are they important? They can be.

Are they at the top of the list of what matters in your support experience? No.

Don’t get wrapped up in what title to give your team members. Instead, focus on making your customer experience the best that you can. With a solid customer experience, you can afford to put the final touches on it like unique titles.

#49 – Does Language Matter?

July 29, 2014 By Chase Clemons

This week’s show is all about language. Chris Gallo sent in a great question last week – one that we’re devoting a full episode to.

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?

Listen / Watch the Episode

http://media.blubrry.com/supportopshangout/p/s3.amazonaws.com/supportops/hangout/hangout49.mp3

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

This week’s shownotes

  • Heroes…end
  • Voice and Tone
  • Jeff Reads Things and Stuff
  • Send us your questions!

This week’s shoutouts

  • Carolyn – Twitter bringing back translations for Tweets. // One Time Secret
  • Jeff – “Nicely Said” by Nicole Fenton and Kate Kiefer Lee
  • Chase C. – “A Brief History of Houses Built Out of Spite”

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.

#48 – Is Email Still the Best Support Channel?

July 22, 2014 By Chase Clemons

This week’s show is all about support channels. With companies like Automattic, Buffer, and even GoDaddy moving towards live chat over email, it’s a good time to take a look at that good old email channel.

GoDaddy rep Nick Fuller explained that email consistently finished last as far as their customers’ preferred method of help.

“After reviewing customer behavior and satisfaction scores we decided we could better serve people in ways they were telling us work better for them.

Customers love the ‘real time’ support experience. Email is not instantaneous and in fact many in the industry are putting an end to their email service as well because fewer than half of tech customers believe their problem can be solved by email – it’s sort of going the way of the cassette tape.”

So is email support going the way of the dinosaur?

Listen / Watch the Episode

http://media.blubrry.com/supportopshangout/p/s3.amazonaws.com/supportops/hangout/hangout48.mp3

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

This week’s shownotes

  • How to Deliver Amazing Support at Scale
  • Jeff Reads Things and Stuff
  • Send us your questions!

This week’s shoutouts

  • Carolyn – Holstee
  • Jeff – Relax with Andrew Johnson Lite
  • Chase L. – Helpful
  • Chase C. – Sunset Beach, NC

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.

#47 – Scaling Support at Buffer

July 8, 2014 By Chase Clemons

This week, we’re talking about Carolyn’s fantastic article on why Buffer doesn’t scale support. We also talk about support utopias and how to get your product lead to listen.

Listen / Watch the Episode

http://media.blubrry.com/supportopshangout/p/s3.amazonaws.com/supportops/hangout/hangout47.mp3

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

This week’s shownotes

  • The Next 500 Customers: Why we don’t scale support at Buffer
  • Jeff Reads Things and Stuff
  • Email us! Jeff / Carolyn / Chase L. / Chase C.

This week’s shoutouts

  • Carolyn – Dave from Wistia // Send to Kindle
  • Jeff – Goodbits // “The Philosophy of Great Customer Service”
  • Chase L. – Olark
  • Chase C. – Tentative shoutout for Yahoo for saving Community.

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.

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