Support Ops Podcast

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 s…

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 s…

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 …

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 a…

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…

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.

Liste…

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 an…

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.

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 w…

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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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 to…

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 …

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 worl…

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 cl…

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.

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 tea…

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 tea…

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 bea…

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 game…