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.
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Show Notes and Links
- Jeff Vincent – Website // Twitter
- Wistia
- The Industry
- Alyssa’s Twitter Question
- HelpScout
- Code School
- Wistia’s Customer Champion job
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Great episode Chase and Jeff! So much helpful stuff: especially interesting to get the inside look on hiring, and phone support.
Thanks!
Thank you! It was super fun to record too 🙂
Love the “Everyone can develop” idea! Nothing beats the experience of a user asking “It would be great if…” and you’re able to roll out a change 15 minutes later to include it. Small things, but something that leaves a huge impression. Finding the right person is really huge for that though, and I imagine REALLY hard if you’re limited to the talent pool that’s only 20km away from the office. Good Luck Jeff! Hope you find someone awesome.
I really loved that idea too. As soon as he said it, I found myself writing it down to come back to later.
Hey Jim, thanks for the kind words. Rolling out changes has been awesome, but also the other side – support folks knowing how tough a new feature would be to implement, and then being able to explain that to a customer. Gives the customer real insight, instead of us just “stowing” their idea away in some black hole. The *right* customers appreciate a real answer too, not just a fluffy answer.
To your point about the talent pool – you are TOTALLY right. That being said, I’m not afraid to limit the talent pool, and be really exacting about the right person. It means the whole team can get excited about them, and it moves the company forward in the right way 🙂 Hard, but worth it.