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Episode #30 – The Productive Support Pro with Thanh Pham

March 24, 2014 By Chase Clemons

This week I talk with Thanh Pham from Asian Efficiency. We look at  how to prepare for a product launch when your team is still pretty small. Thanh also shares with us how his team is scaling their support while still providing a very personable customer experience.

Listen to the show

http://media.blubrry.com/supportopshangout/p/media.blubrry.com/supportops/p/s3.amazonaws.com/supportops/podcast/supportops30.mp3
Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

  • Thanh Pham – Website | Google+
  • Asian Efficiency
  • Music heard on the show is from Dexter Britain under a Creative Commons license.
  • Sorry for the rough audio on my end. I’ve found and fixed that problem!

Episode #29 – Solo Support with Diana Potter

February 21, 2014 By Chase Clemons

This week I talk with Diana Potter from Customer.io. She’s the first and so far only support pro on the team. We talk about how she provides a solid customer support experience despite being a solo support pro.

Listen to the show

http://media.blubrry.com/supportopshangout/p/media.blubrry.com/supportops/p/s3.amazonaws.com/supportops/podcast/supportops29.mp3
Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

  • Diana Potter- Twitter
  • Customer.io
  • “Use Email for Better Onboarding”
  • Support Hangout #32 – The Solo Support Pro
  • Help Scout
  • Jekyll
  • Zappos
  • Music heard on the show is from Dexter Britain under a Creative Commons license.

Episode #28 – Investigating Customer Service with Ashley Verrill

January 27, 2014 By Chase Clemons

This week I talk with Ashley Verrill. She’s the managing Editor at Software Advice and writes some great customer experience articles at Customer Service Investigator. We talk about the trends she’s seeing from other company’s customer service teams. We also touch on self-service support and how companies can get better at it.

Listen to the show

http://media.blubrry.com/supportopshangout/p/media.blubrry.com/supportops/p/s3.amazonaws.com/supportops/podcast/supportops28a.mp3
Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

  • Ashley Verill-  Twitter | Website
  • Customers Service Investigator
  • Software Advice
  • “Is Amazon’s Mayday Support Model Right for Your Organization?“
  • “How can we provide better customer service? Create software that lets customers serve each other“
  • Music heard on the show is from Dexter Britain under a Creative Commons license.

Episode #27 – Keeping the Complex Simple with Micah Bennett

November 26, 2013 By Chase Clemons Leave a Comment

This week I interview Micah Bennett from Zapier. We talk about how they keep a complex idea like Zapier super easy to use for customers. We also touch on how he does support as the sole support pro along with what his team thought of live chat.

[Read more…]

Episode #26 – Acquisitions and Gamification with Robert Gregory

November 7, 2013 By Chase Clemons Leave a Comment

This week I interview Robert Gregory from Media Temple. We talk about the acquisition of Media Temple by GoDaddy along with how the support team fielded the flood of opinions on it. Then we move into the world of gamification with examples of how Robert successfully uses it with his support team.

 

[Read more…]

Episode #25 – Josh Pigford

October 22, 2013 By Chase Clemons Leave a Comment

This week on the show, I interview Josh Pigford from Sabotage. We talk about Temper, how teams can use it to see what the customer is thinking, and how customer surveys should work in general.
[Read more…]

Episode #24 – Rachel Andrew

October 1, 2013 By Chase Clemons Leave a Comment

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This week Rachel Andrew from Perch is on the show. We talk about designing support requests out of your product. We also take a look at the data she tracks to help plan for future customer growth and how that ties back into those support cases.  [Read more…]

Episode #23 – Joseph Rooks

September 12, 2013 By Chase Clemons 3 Comments

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Joseph Rooks is on the show this week. We talk about his experience with tech support at Virginia Tech, crafting better error messages, and how screencasts can be your best friend to help customers.

[Read more…]

Episode #22 – Bootstrapped Support

August 27, 2013 By Chase Clemons Leave a Comment

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Ian Landsman and Andrey Butvo are on the show this week. It’s a special joint podcast with the very awesome Bootstrapped.fm. We talk customer support from the bootstrapper’s perspective along with what works, what doesn’t, and more.

[Read more…]

Episode #21 – Designing for Support with Justin Jackson

August 2, 2013 By Chase Clemons 4 Comments

Justin Jackson is on the show this week. We talk about designing for support while building out your product. You can’t have a great product without a great support experience.

[Read more…]

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