This week, we’re talking about how to work with frustrating customers. It’s easy to get frustrated with a customer. I’ve been there, done that, and got the t-shirt.

These are the customers that aren’t answering your questions. They’re not trying what you ask. They just keep complaining about the problem while expecting you to magically fix it.

But at the end of the day, you’re on their team just like your mom was on yours even though you sucked it up at junior pro basketball. So let’s talk about how to work with them in those situations.

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This week’s shownotes

• Join.me
• Firefly
• Temper
• Appear.in
• GoToMeeting
• Olark
• Ask the Duck
• Chase C.’s UserConf talk
• Mathew’s UserConf talk
• Proof Captain America had an “A” on his head.
• Email us! Jeff / Carolyn / Chase L. / Chase C.

This week’s shoutouts

• Chase L. – Slack
• Jeff – Carolyn and her awesome UserConf talk
• Chase C. – UserConf
  

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.

This week, we’re talking about CEOs on support. Freshdesk kicked off their CEOonSupport campaign last week. The idea is that it gives CEOs an opportunity to discover great ways to improve their product or business by talking to their customers.

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

This week’s shownotes

• #CEOonSupport
• Basecamp  – Everyone on Support
• Olark – All Hands Support
• Wistia – All Hands Support
• Ellis Lab – Whole Company Support
• Help Scout – Whole Company Support
• Email us! Jeff / Carolyn / Chase L. / Chase C.

This week’s shoutouts

• Chase L. – Carousel
• Jeff – “The Hard Thing About Hard Things” by Ben Horowitz
• Chase C. – Kentucky Bourbon Barrel Ale
  

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.

This week, we talk about a few easy and quick wins to make your customer experience better right away. There’s always low hanging branches that you can work on to make things better.

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

This week’s shownotes

• Aaron Wheeler – Twitter / Website
• Email us! Jeff / Carolyn / Chase L. / Chase C.

This week’s shoutouts

• Jeff – Teresa Torres – Product Talk
• Aaron – Doodle and Piktochart
• Chase C. – Ask Me Another
  

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.

This week, it’s rapid fire! We’re taking listener questions and answering them as quick and concise as we can. These are questions that don’t really need a whole show for them. So sit back and listen to our first ever rapid fire!

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

This week’s shownotes

• Jeff Gets Engaged
• Alfred
• Temper.io
• TextExpander
• Spark Central
• Remote Customer Support Jobs
• Tweet a Coffee
• Amazon Wishlist Search
• “Delivering Happiness“
• “The Customer Support Handbook“
• “The Everything Store“
• “Remote“
• “Rework“
• “The Thank You Economy“
• Songza
• Your Favorite Coffeehouse
• Email us! Jeff / Carolyn / Chase L. / Chase C.

This week’s shoutouts

• Carolyn – LICEcap
• Chase L. – Twelve South Backpack
• Jeff – “User Onboarding“
• Chase C. – #SupportSquared IRC room

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.

This week we’re talking about how larger companies like Automattic handle support. We’ve covered small 1-2 person support teams so now it’s time to look at some bigger support teams.

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

This week’s shownotes

• The first ever rapid fire episode
• Live Chat Support at Automattic
• Email us! Jeff / Carolyn / Chase L. / Chase C.

This week’s shoutouts

• Andrew – OmniOutliner / Simplenote
• From Chase L. – Treehouse
  
• From Chase C. – Hackpad

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.

This week we’re talking about being open and transparent with your customers. Openness and transparency are big topics these days with companies. And it’s for a good reason – customers love knowing the ins and outs of the company they’re buying a product from.

But how much openness and transparency is the right amount? We’ll look at the right balance between sharing everything your company does and sharing nothing.

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

This week’s shownotes

• The first ever rapid fire episode
• Wish Jeff a happy birthday on Twitter! He’s @jeffvincent.
• Email us! Jeff / Carolyn / Chase L. / Chase C.

This week’s shoutouts

• Carolyn – Hackpad
• Jeff – Atom.io
  
• From Chase L. – Evernote
  
• From Chase C. – The Customer Support Handbook

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.

This week we’re talking about that dreaded downtime event. Every app is going to go down at some point. No matter how good your team is, it’s inevitable so it’s best to be prepared. We’ll look at the best practices for preparing for a downtime event along with what to do after it’s all over.

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

This week’s shownotes

• Pingdom
• PagerDuty
• StatusPage.io
• Groove Downtime
• “When It All Goes Wrong (Cause It Will)“
• “How to Turn Disaster Into Gold“
• “Dealing With a Crisis”
• “Strike Actually“
• Email us! Jeff / Carolyn / Chase L. / Chase C.

This week’s shoutouts

• Carolyn – TED iPhone App
• Jeff – Runscope
• From Chase L. – Fujitsu ScanSnap
  
• From Chase C. – Threes!

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.

This week we’re talking about team reviews. You know, those potentially awkward moments where you evaluate the other people on your team. We’ll look at good questions to ask, ways to handle delicate situations, and what it’s like to be on both sides of the review.

Listen / Watch the Episode

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

This week’s shownotes

• “Coaching and feedback within startups“
• “Make progress faster by cooperating“
• Hired.fm 
• Email us! Jeff / Carolyn / Chase L. / Chase C.

This week’s shoutouts

• Carolyn – Headspace
• Jeff – “This Explains Everything“
• From Chase L. – Xbox Support
  
• From Chase C. – “The Giver“

This week we’re looking at metrics, stats, data – whatever you want to call it. The best way to see if you’re doing the right things or the wrong things is to look at the facts you’re given. And to get those facts, you need to be measuring the results of the things you try.

We’ll talk about the important metrics to track, the not-so-important ones, and the best way to gather that data.

Listen / Watch the Episode

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

This week’s shownotes

• Net Promoter Score
• Hively
• Help Scout
• Olark
• Temper
• Zapier’s “Data Drives Customer Support”
• Email us! Jeff / Carolyn / Chase L. / Chase C.

This week’s shoutouts

• Carolyn – How Stripe Hires
• Jeff – Dark Igloo Contact Page
• From Chase L. – Feed Wrangler
  
• From Chase C. – Rode Podcaster