Welcome to Support Ops! This is a weekly podcast that helps you deliver a better support experience to your customers.
Customer support is a feature of your product. When done right, it can set you apart from your competition. An app can be recreated easily. A solid support experience is much harder to copy. When customers know they’re going to get great support, they’ll choose you over the competitor.
The Support Ops Hangout is our effort to help you create a support experience where customers choose you over the other company every time. This is where you’ll learn to be a customer support pro.
Since you’re new to the show, here’s a brief guide to the basics.
The Team
Carolyn from Buffer – 
Chase L. from Automattic –
Jeff from Wistia – 
Chase C. from Basecamp –
Recommended Episodes
Here’s a few of our favorite episodes to get you started.
Automattic has a great idea in their creed – “I will communicate as much as possible, because it’s the oxygen of a distributed company.” We’d go as far as to say communication is the oxygen of any team – both local and remote. But how does an effective team communicate with each other?
We’re always talking about keeping customers happy. From easy refunds to pro-active support, we go out of our way to make sure they stay customers. But what about our fellow employees? How do we keep our teams just as happy as our customers?
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?
Check out even more of our best episodes here.
Subscribe to the Show
Now that you’ve found the show, we want to make sure you never miss an episode. When you subscribe, you’ll get a new episode automatically each time it’s published.
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Other Links
We also send out a weekly newsletter with that week’s episode, shout outs, and other fun things. Sign up for it here.
In case you’re curious on how we do all this, the show is organized with Basecamp, hosted by Media Temple, and run on WordPress.
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Need help?
If you run into any questions with anything (or just want to say hi), get in touch with our team using the message circle in the lower right corner. We’ll be more than happy to help out!
And happy listening!