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.

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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.

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.

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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.

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.

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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.

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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.
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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.

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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.

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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.

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