Learn to be a customer support pro.
Jon Lane is on the show this week. He’s part of the fantastic support team at Harvest and probably the most remote worker I’ve ever talked to. Hint – he takes a boat to get from his home office to town.
We also talk about Hurricane Sandy and how it affected the Harvest team. With power outages throughout the city, the Harvest team worked around the clock to keep their app up and running.
Nick Francis is on the show this week. As one of the co-founders of Help Scout, customer support is literally his entire business. We cover Help Scout’s first online class, how to make whole company support work, and what it’s like to look for your first full time support person.
Carl Holscher is on the show this week. We talk about tech support inside a more traditional institution like the National Institute of Health. He’s supporting some of the best scientists in the world as they work to solve cancer. Pretty cool, right?
Carl shares some of the tips tricks he has for keeping a variety of computers and operating systems running their best. It’s in-person support every day of the week for everything from Mac to Windows to Linux. He’s even working with machines that need Windows 95 to run!
Mike Wong from Wufoo is on the show this week. We talk about Wufoo’s distinct personality and how that comes across in their support emails. Oh, and his fan club. You’ve got to hear about his fan club.
I’ve got Evan Hamilton on the show this week. We talk about keeping customers happy, engaging with the community around your product, and how different teams inside your company should work together.
Side note: Evan is part of the team behind UserConf that’s happening this Friday. Make sure to get your tickets if you haven’t already and use the discount code “supportops”.
Adam Stacoviak from Pure Charity is on the show this week. He’s looking to hire his first dedicated support person. We talk about what to look for in a person and how to get them started with the team. It’s a two-part interview that you don’t want to miss.
Adam Stacoviak from Pure Charity is on the show this week. He’s looking to hire his first dedicated support person. We talk about what to look for in a person and how to get them started with the team. It’s a two-part interview that you don’t want to miss.
Jeff Vincent from Wistia is on the show this week. We talk about hiring new people, how programmers can work with the support team, and what happened when they started downplaying their phone support.
Carolyn Kopprasch from Buffer is on the show this week. We talk about what makes Buffer’s customer support team rock. She gives out some great advice on apps they use and how to get work done in beastmode.
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This week’s episode ranges from the uproar over remote working to FedEx shipping marijuana to the wrong person. And then they gave out the address so the “right” person could pick it up. Being a gamer, there’s talk of SimCity’s missteps. Then United Airlines finally gets something right for a customer.
It’s another look at the world of the customer with the two Chases. Sit back and listen as they take you through this week’s news from the world of customer support.