Archives for February 2015

This week, we’re tackling the fun world of live chat. Customers opt for live chat over other choices. 42% used the company’s live chat tool over other channels. Email support came in a distant second at 23%, a 19 point difference.

Live chat is the closest most people will get to instant communication with most teams. It’s a happy middle ground between email and phone support. Turns out customers are okay with that middle ground.

Listen / Watch the Episode

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

This week’s shownotes

• 3 Questions to Ask Before Launching Live Chat for Customer Service
• Live Chat Means Happier Customers
• Doxie, Close.io, and many more great companies are hiring.
• Intro Music – “Happy Rock” from Bensound

This week’s shoutouts

• Chase L. –How To Establish a Culture of “Everyone Does Support”
• Chase C. – Support Hiring Guide

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!

Ask us a question

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.

With this episode, we’re looking at how a person would get hired for a customer support role. If a person is looking to get a job on your support team, what can they do to stand out from other applicants?

Listen / Watch the Episode

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

This week’s shownotes

• Effort in the Application
• #66 – Hiring Done Right
• #58 – New Hire Trials
• Doxie, Close.io, and many more great companies are hiring.
• Intro Music – “Happy Rock” from Bensound

This week’s shoutouts

• Chase L. – The Shape of Things to Come
• Jeff – Groove Blog
• Chase C. – Help Scout

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!

Ask us a question

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.

Maybe you had a frustrating customer. Or maybe nothing’s going right with a new feature your team just deployed. Everyone has bad days but not everyone handles them the same way.

Here’s a few ways we cope with lousy days.

Listen / Watch the Episode

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

This week’s shownotes

• Diana Potter
• Customer.io
• That song… (We’re not responsible if it gets stuck in your head).
• 13 Tips for Dealing with a Really Lousy day
• Wanelo, Olark, and many more great companies are hiring.

This week’s shoutouts

• Chase L. – Matt Mullenweg on Polyphasic Sleep, Tequila, and Building Billion-Dollar Companies
• Diana – Headspace
• Chase C. – The Distance Podcast

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!

Ask us a question

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.

We all know that talking to customers helps with design/development. But how do we actually talk to them (in person, email, etc)? And how do we weed through the conversation to find ideas that will make the product better?

Listen / Watch the Episode

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

This week’s shownotes

• Sabrina Gordon
• Intercom
• Start With a Cupcake
• P2 Theme
• Redgate, CourtSolutions, and many more great companies are hiring.

This week’s shoutouts

• Chase L. – People Will Read 
• Jeff – Popforms
• Sabrina – Bebo
• Chase C. – Helix

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!

Ask us a question

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.