Support Ops

Learn to be a customer support pro.

Archives for June 2015

#85 – Success vs Support Teams

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On this episode, we’re looking at the difference between customer support and customer success. We’ve seen more and more companies set up support as a reactive, first line of defence. Meanwhile, success teams don’t handle cases like that and focus instead on helping the customer achieve their goals by using your product. Is that a smart way to split up your team?

Listen / Watch the Episode

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

This week’s shownotes

This week’s shoutouts

  • Chase L. – Cortex
  • Jeff – Bars that support drinking a single beer and board games.
  • Chase C. – Planet Money

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.

#84 – Outsourcing Customer Support

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When a product is growing rapidly and a team needs more help for the support side of things, people often look to outsourcing that area to a dedicated support company. You get all the advantages of a bigger support team without having to go through the hiring and scaling pain. But is that the right choice for your team?

Listen / Watch the Episode

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

This week’s shownotes

This week’s shoutouts

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.

#83 – To Fix or Not to Fix

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On this episode, we’re looking at how to decide which things get flagged for a fix. Every app has bugs. But how does the team decide which ones to fix and which ones to leave alone?

Listen / Watch the Episode

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

This week’s shownotes

This week’s shoutouts

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.

#82 – Scheduling for Multi-Channel Support

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Let’s take a look at team scheduling. As your team grows and you start to cover more support channels, it can be tough to know who’s covering what when. How do you keep up with it all?

Listen / Watch the Episode

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

This week’s shownotes

This week’s shoutouts

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.

#81 – Customer Surveys

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You see them all over the place. At the end of emails, the back of a magazine, and even in airport kiosks. Companies ask for your thoughts and feedback all the time. But are customer surveys the best way to gauge customer happiness? And which survey format works best?

Listen / Watch the Episode

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

This week’s shownotes

This week’s shoutouts

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.