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.
Here’s a few of our favorite episodes to get you started.
You’re a brand new manager, which means your priorities are going to shift. As Carolyn put it on episode #99, “Your customers are now the ones taking care of the customers”. In this series, you’ll learn the ins and outs of being a new manager.
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?
We look at hiring and training a new support pro remotely. The best part of this is that we’ve got both sides here. Carolyn and the Buffer team are remote while Jeff and the Wistia team all work from the Wistia office. It makes for a fun discussion.
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.
Clicking or tapping any of those links will automatically subscribe you to that channel. It’s super easy from any device.
We also send out a weekly newsletter with that week’s episode, shout outs, and other fun things. Sign up for it here.
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!