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Archives for October 2014

#60 – Training Your Support Team

October 28, 2014 By Chase Clemons

This week, we’re looking at training your team. We all want our team members to get better at their jobs. But how do we make that happen? And what’s growth look like for them?

Listen / Watch the Episode

http://media.blubrry.com/supportopshangout/p/s3.amazonaws.com/supportops/hangout/hangout60.mp3

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

This week’s shownotes

Here’s a list of great resources, books, and conferences that we talked about during the show (and a few that listeners sent in afterwards).

  • Buffer’s happiness heroes tackle other areas.
  • Support Driven Podcast
  • Customer Support Tools / Resources Board
  • UserConf
  • Write the Docs
  • CX Impact
  • Digital Customer Experience
  • “Tribal Leadership”
  • “The Customer Support Handbook”
  • “The Decision Maker”
  • Tracky Dacks
  • Help Scout Resources
  • Snappy Blog
  • Zapier, Love With Food, and more great companies are hiring.

This week’s shoutouts

  • Carolyn – NomadList.io
  • Jeff – “A More Beautiful Question”
  • Chase C. – Intercom

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.

#59 – The Perfect Help Article

October 14, 2014 By Chase Clemons

This week, we’re talking about help articles, aka knowledge bases. John wrote in and asked, “I know you briefly cover a help site in your ebook. I’d love to hear your opinions on great help article examples”. We’ll cover what exactly goes into the perfect help article.

Listen / Watch the Episode

http://media.blubrry.com/supportopshangout/p/s3.amazonaws.com/supportops/hangout/hangout59.mp3

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

This week’s shownotes

  • Mathew Patterson on Twitter
  • Help Articles Part I
  • Help Articles Part II
  • MailChimp’s KB
  • Wistia Docs
  • Squarespace Guides
  • WordPress.com KB
  • Campaign Monitor Docs
  • Basecamp Help Docs
  • Zapier, Love With Food, and more great companies are hiring.

This week’s shoutouts

  • Mathew – Michael Hyatt
  • Chase L. – Tools and Toys
  • Chase C. – Two Dots

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.

#58 – New Hire Trials

October 7, 2014 By Chase Clemons

On this episode, we’re talking about new hire trials. Typically lasting from 30-60 days, these trials give both the company and the potential hire a chance to make sure they’re a good fit for each other. But are they good ways to hire new people?

Listen / Watch the Episode

http://media.blubrry.com/supportopshangout/p/s3.amazonaws.com/supportops/hangout/hangout58.mp3

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

This week’s shownotes

  • Diana Potter on Twitter
  • Trial at Automattic
  • Buffer Bootcamp
  • Hiring at Customer.io
  • Trello Support Specialist

This week’s shoutouts

  • Diana – Packing for Mars
  • Carolyn – The Decision Maker
  • Chase L. – TextExpander iOS 8 Keyboard
  • Chase C. – Serial Podcast

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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