Chase Livingston is back for this episode. We’re trying something a little different with this episode. From phone support to Twitter hacks, we look at different articles and news from the customer support world. It’s a different kind of episode but I think you’ll like it. So hit that play button already!
Episode #9 – Sweating the Commas Interview with Jason Rehmus
Jason Rehmus is on the show this week. We talk about his new business Sweating Commas along with the importance of editing your writing in general. While his business focuses on writers more than customer reps, he still has lots of great advice for editing all those customer emails you send every day.
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Episode #8 – From the Designer View with Ian Landsman
Ian Landsman from UserScape is our guest on this episode. He gives us an inside look at designing a customer support tool a little different from others out there today. Instead of a straight SAAS model, his HelpSpot app is managed by the company itself. Enjoy!
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Episode #7 – The Badass Unicorn
We’re back from winter break with Sarah Stealey on this episode. She talks about consulting with companies to train their customer contact teams. It’s not just about keeping customers happy, it’s about keeping teams happy too.
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Show Notes and Links
- Sarah Stealey – Twitter // Website
- International Customer Management Institute
- iContact
- Customer experience shout out to Gymdoll
What did you think?
If you have an idea for an episode you would like to see or a question, e-mail me.
Oh, and if you enjoyed the show, please rate it on iTunes. That’d go a long ways in getting the word out. Plus, you’d get cool points.
Episode #6 – The Media Temple Way
Since it’s the holidays, I’m throwing in an extra surprise with this one. We have not one but two great guests on this show with TJ Stein and Sara Carter from Media Temple.
My favorite part? I learn that web hosting signups is a lot like gym membership signups. Oh, and people are using Google Plus.
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Show Notes and Links
- Guests – Sara Carter and TJ Stein
- Media Temple Support
- Google Plus Communities
- Customer experience shout outs to JetBlue and ZocDoc.
- In show news, Chase Livingston is our new podcast producer. You can never have enough Chases around.
Episode #5 – Seeing it the Squarespace Way
Christa Collins from Squarespace is on the show this week. We talk about her early days at Nordstrom and Gap then move into the fun part with her team at Squarespace. She’s leading a pretty big team there so she’s full of advice on what does work and doesn’t work.
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Show Notes and Links
- Christa on Twitter and her website
- LivingSocial layoffs
- Nordstrom Handbook
- There really is a science to fitting shoes.
- Squarespace’s help site
- In show news, Chase Livingston is our new podcast producer. You can never have enough Chases around.
What did you think?
If you have an idea for an episode you would like to see or a question, e-mail me.
Oh, and if you enjoyed the show, please rate it on iTunes. That’d go a long ways in getting the word out. Plus, you’d get cool points.
Episode #4 – When It All Goes Wrong
Your app is going to go down at some point. In this episode, we talk about what to do when that happens. And believe me, it’ll happen. No matter how good your team is, it’s inevitable.
I cover ideas for a solid response, the importance of practicing your plan, and ways to learn from those times your app does crash.
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Show Notes and Links
- Great presentation from Mathew Patterson from Campaign Monitor on downtime.
- Nice explanation to customers after a downtime event from Ben Congleton at Olark.
- Solid response from 37signals after a week of troubles with Campfire.
- GitHub’s status page is clear and concise.
What did you think?
If you have an idea for an episode you would like to see or a question, e-mail me.
Oh, and if you enjoyed the show, please rate it on iTunes. That’d go a long ways in getting the word out. Plus, you’d get cool points.
Episode #3 – Hiring a New Person
Let’s talk hiring. If your product does well, you’re going to get more customers. More customers mean more support emails, tweets, and general requests for help. More of those means you need to hire some more support reps.
But what do you look for when you go to hire someone? In this episode, I talk about five things that you need to be watching for.
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Show Notes and Links
What did you think?
If you have an idea for an episode you would like to see or a question, e-mail me.
Oh, and if you enjoyed the show, please rate it on iTunes. That’d go a long ways in getting the word out. Plus, you’d get cool points.
Episode #2 – Interview with Chase Livingston
In this episode of Support Ops, Chase and Chase, coolest named duo ever, look at how support is run over at Ubuntu One. He gives us the ins and outs of supporting everyone from people new to Ubuntu to battle hardened Linux users.
Make sure to sign up for the newsletter to get more time with Chase as he answers a few more questions that I threw at him.
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Show Notes and Links:
Episode #1 – New Podcast Show
The core of my UserConf talk was on trying new things so here goes. This is the very first episode of the Support Ops podcast. It’s short and sweet because I wanted for us both to test the waters here. I know you trust me enough to read through an article or check out a link.
I didn’t want to tie up more of your time until you know I can provide a good quality show each time with the podcast. Simple show up first focused on why customer support matters. After this one, I’ve got more practical ideas, special guests, and some great stories of support heros out there coming up.
So stop waiting around and go check out episode one. Then let me know what you think!
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