Learn to be a customer support pro.
This is our final show of the year! We’ll be on a holiday hiatus for the next two weeks to give us some time to relax and refresh.
For the last show of the season, we look at how to keep the support role from getting boring. If you do the same thing over and over every day, it’s easy to get bored and burnt out. We talk about ways to recognize and prevent that.
This week, we’re talking goals. With the end of the year approaching, you’re probably thinking about next year and the goals you want to set for yourself and your team. But what are some good goals for support pros? What kind of areas should you be looking into for improvement? Lucky for us, we’ve got two gents ready to tackle the topic.
On this episode, we’re talking about the ways you can say thanks to your customers.
The holidays are here, which means it’s a great time to show your customers how much you love them for using your product. It’s something that’s easy to do with you have a few dozen customers. But when you’re at the millions of customers scale and still running a small team, it can be a challenge. But thankfully our panel is up for the challenge!
Today we’re talking about those unique areas of support team scheduling – holidays and weekends. Scheduling a growing team can be tough in even the normal parts of a year.
With the holidays are rapidly approaching, we want you to start thinking about how to handle them if you’re not already. While there is some overlap between the two, we’ll take them one at a time with weekend support first and then holiday support for the latter part of our show today.
All that and more from the best team in customer support on this episode of the live Support Hangout!
This week we’re talking about what role a community champion/manager should play with your team. Carolyn and the Buffer team are looking for their first person in this role, which is why I wanted to put it on the docket to talk about. We’ll cover who the community actually is, what this role looks like, and what separates it from the customer support role.
All that and more from the best team in customer support on this episode of the live Support Hangout!
This show we’re talking about remote teams. This is part two of the topic so make sure to check out part one here. We’ll talk about how remote working plays into working effectively. Our panel’s also going to touch on keeping the company culture both with a remote team and a local team.
The best part of this is that we’ve got both sides here. Carolyn and the Buffer team along with Chase and the Automattic team are remote. Jeff and the Wistia team all work from the Wistia office. It makes for a great show!
This show we’re talking about remote teams. Since it’s a bigger topic, we’re going to split it into two shows. This episode, we’ll 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.
All that and more from the best team in customer support on this episode of the live Support Hangout!
This week we’re talking about instant customer review apps. Think Smiley, Hively, Temper.io, etc. They let your customers review your support pros. Lots of teams are using them to gauge what customers are thinking and feeling on each support ticket.. On the last podcast with Josh from Temper, we saw how teams were even using them to see what customers thought of specific pages in their website.
All that and more from the best team in customer support on this episode of the live Support Hangout!
This week we’re talking about on-boarding new customers, especially from the support perspective. New customers generally have the most questions about a new app or product. So if you want to cut down on those support cases from new customers, you’ve got to do a better job with getting them up and running.
All that and more from the best team in customer support on this episode of the live Support Hangout!
This week we’re talking about help sites again. We started this topic last week so make sure to watch that episode if you haven’t. It was just such a good conversation we wanted to carry it over into this week.
All that and more from the best team in customer support on this episode of the live Support Hangout!