Support Ops Podcast https://supportops.co Customer support is not a hard concept. Someone has a problem and it’s your job to fix it and make them happy. Not just satisfied but happy. Here's how. Fri, 06 Feb 2015 19:31:44 +0000 en-US hourly 1 38564645 noCopyright Support Opscustomer,support,customer,service,tech,support,supportCustomer support with humanity. Discussions and more with today's top heroes on support, customer experience, and much more. Hosted by Chase Clemons.Bringing Humanity to Customer SupportSupport Opsnews@supportops.coSupport Ops Episode #30 – The Productive Support Pro with Thanh Pham https://supportops.co/episode-30-the-productive-support-pro/ Mon, 24 Mar 2014 19:48:45 +0000 http://supportops.co/?p=5415 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 support while still providing a very personable customer experience.

Listen to the show

Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

]]> 5415 news@supportops.co (Support Ops)noThis 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 support while still providing a very personable customer experience.Support OpsThis 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 support while still providing a very personable customer experience.customer,support,customer,service,tech,support,support Episode #29 – Solo Support with Diana Potter https://supportops.co/episode-29-solo-support-with-diana-potter/ Fri, 21 Feb 2014 14:13:13 +0000 http://supportops.co/?p=5349 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.

Listen to the show

Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

]]> 5349 news@supportops.co (Support Ops)noThis 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.Support OpsThis 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.customer,support,customer,service,tech,support,support Episode #28 – Investigating Customer Service with Ashley Verrill https://supportops.co/episode-28-investigating-customer-service-with-ashley-verrill/ Mon, 27 Jan 2014 15:57:30 +0000 http://supportops.co/?p=5267 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.

Listen to the show

Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

]]> 5267 news@supportops.co (Support Ops)noThis week I talk with Ashley Verrill from 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.Support OpsThis week I talk with Ashley Verrill from 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.customer,support,customer,service,tech,support,support Episode #27 – Keeping the Complex Simple with Micah Bennett https://supportops.co/episode-27-keeping-the-complex-simple-with-micah-bennett/ https://supportops.co/episode-27-keeping-the-complex-simple-with-micah-bennett/#respond Tue, 26 Nov 2013 15:13:50 +0000 https://supportops.mystagingwebsite.com/?p=5123 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.

Listen to the show

Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

Our Awesome Partner – Snappy

If your support inbox is out of control, Snappy will fix it. A great support app from our friends at UserScape, Snappy allows you to help your customers without any inbox chaos. If you’re in the market for a support app, this is the one you want to try out. It’s really easy to use and just plain awesome to work with.

They’ve got a great 30 day entirely free trial so go check them out here.

]]> https://supportops.co/episode-27-keeping-the-complex-simple-with-micah-bennett/feed/ 0 5123 news@supportops.co (Support Ops)noThis 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.Support OpsThis 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.customer,support,customer,service,tech,support,support Episode #26 – Acquisitions and Gamification with Robert Gregory https://supportops.co/episode-26-acquisitions-and-gamification-with-robert-gregory/ https://supportops.co/episode-26-acquisitions-and-gamification-with-robert-gregory/#respond Thu, 07 Nov 2013 16:47:28 +0000 https://supportops.mystagingwebsite.com/?p=5062 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.

 

Listen to the show

Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

Our Awesome Partner – Snappy

If your support inbox is out of control, Snappy will fix it. A great support app from our friends at UserScape, Snappy allows you to help your customers without any inbox chaos. If you’re in the market for a support app, this is the one you want to try out. It’s really easy to use and just plain awesome to work with.

They’ve got a great 30 day entirely free trial so go check them out here.

]]> https://supportops.co/episode-26-acquisitions-and-gamification-with-robert-gregory/feed/ 0 5062 news@supportops.co (Support Ops)noThis 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.Support OpsThis 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.customer,support,customer,service,tech,support,support Episode #25 – Josh Pigford https://supportops.co/episode-25-josh-pigford/ https://supportops.co/episode-25-josh-pigford/#respond Tue, 22 Oct 2013 15:51:35 +0000 https://supportops.mystagingwebsite.com/?p=5017 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.

Listen to the show

Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

Our Awesome Partner – Snappy

If your support inbox is out of control, Snappy will fix it. A great support app from our friends at UserScape, Snappy allows you to help your customers without any inbox chaos. It’s simple to use, easy to get started with, and makes sending emails to customers a breeze. They’ve got a great 30 day entirely free trial so go check them out here.

]]> https://supportops.co/episode-25-josh-pigford/feed/ 0 5017 news@supportops.co (Support Ops)noThis 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.Support OpsThis 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.customer,support,customer,service,tech,support,support Episode #24 – Rachel Andrew https://supportops.co/episode-24-rachel-andrew/ https://supportops.co/episode-24-rachel-andrew/#respond Tue, 01 Oct 2013 14:35:41 +0000 https://supportops.mystagingwebsite.com/?p=4949 podcast-banner-24n

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 and how that ties back into those support cases. 

Listen to the show

Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

Our Awesome Partner – Snappy

If your support inbox is out of control, Snappy will fix it. A great support app from our friends at UserScape, Snappy allows you to help your customers without any inbox chaos. It’s simple to use, easy to get started with, and makes sending emails to customers a breeze. They’ve got a great 30 day entirely free trial so go check them out here.

]]> https://supportops.co/episode-24-rachel-andrew/feed/ 0 4949 news@supportops.co (Support Ops)noThis 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 and how that ties back into those support cases.Support OpsThis 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 and how that ties back into those support cases.customer,support,customer,service,tech,support,support Episode #23 – Joseph Rooks https://supportops.co/episode-23-joseph-rooks/ https://supportops.co/episode-23-joseph-rooks/#comments Thu, 12 Sep 2013 16:18:27 +0000 https://supportops.mystagingwebsite.com/?p=4838 podcast-banner-joe

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.

Listen to the show

Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

Our Awesome Partner – Snappy

If your support inbox is out of control, Snappy will fix it. A great support app from our friends at UserScape, Snappy allows you to help your customers without any inbox chaos. It’s simple to use, easy to get started with, and makes sending emails to customers a breeze.

They’ve got a great 30 day entirely free trial so go check them out here.

]]> https://supportops.co/episode-23-joseph-rooks/feed/ 3 4838 news@supportops.co (Support Ops)noJoseph 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.Support OpsJoseph 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.customer,support,customer,service,tech,support,support Episode #22 – Bootstrapped Support https://supportops.co/episode-22-bootstrapped-support/ https://supportops.co/episode-22-bootstrapped-support/#respond Tue, 27 Aug 2013 13:23:52 +0000 https://supportops.mystagingwebsite.com/?p=4723 podcast-banner-new

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.

Listen to the show

Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

Our Awesome Partner – Snappy

If your support inbox is out of control, Snappy will fix it. A great support app from our friends at UserScape, Snappy allows you to help your customers without any inbox chaos. It’s simple to use, easy to get started with, and makes sending emails to customers a breeze.

They’ve got a great 30 day entirely free trial so go check them out here.

]]> https://supportops.co/episode-22-bootstrapped-support/feed/ 0 4723 news@supportops.co (Support Ops)noIan Landsman and Andrey Butvo are on the show this week. It's a special join podcast with the very awesome Bootsrapped.fm. We talk customer support from the bootstrapper's perspective along with what works, what doesn't, and more.Support OpsIan Landsman and Andrey Butvo are on the show this week. It's a special join podcast with the very awesome Bootsrapped.fm. We talk customer support from the bootstrapper's perspective along with what works, what doesn't, and more.customer,support,customer,service,tech,support,support Episode #21 – Designing for Support with Justin Jackson https://supportops.co/episode-21-designing-for-support-with-justin-jackson/ https://supportops.co/episode-21-designing-for-support-with-justin-jackson/#comments Fri, 02 Aug 2013 15:08:08 +0000 http://supportops.co/?p=4466 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.

Listen to the show

Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

Our Awesome Partner – Snappy

If your support inbox is out of control, Snappy will fix it. A great support app from our friends at UserScape, Snappy allows you to help your customers without any inbox chaos. It’s simple to use, easy to get started with, and makes sending emails to customers a breeze.

They’ve got a great 30 day entirely free trial so go check them out here.

]]> https://supportops.co/episode-21-designing-for-support-with-justin-jackson/feed/ 4 4466 news@supportops.co (Support Ops)noJustin 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.Support OpsJustin 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.customer,support,customer,service,tech,support,support Episode #20 – Planning Ahead with Jon Lane https://supportops.co/episode-20-planning-ahead-with-jon-lane/ https://supportops.co/episode-20-planning-ahead-with-jon-lane/#respond Wed, 03 Jul 2013 19:15:35 +0000 http://supportops.co/?p=4216 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.

Listen to the show

Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

Our Awesome Partner – Snappy

If your support inbox is out of control, Snappy will fix it. A great support app from our friends at UserScape, Snappy allows you to help your customers without any inbox chaos. It’s simple to use, easy to get started with, and makes sending emails to customers a breeze.

They’ve got a great 30 day entirely free trial so go check them out here.

]]> https://supportops.co/episode-20-planning-ahead-with-jon-lane/feed/ 0 4216 news@supportops.co (Support Ops)noJon 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.Support OpsJon 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.customer,support,customer,service,tech,support,support Episode #19 – Whole Company Support with Nick Francis https://supportops.co/episode-19-whole-company-support-with-nick-francis/ https://supportops.co/episode-19-whole-company-support-with-nick-francis/#comments Wed, 19 Jun 2013 14:54:06 +0000 http://supportops.co/?p=3936 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.

Listen to the show

Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

Our Awesome Partner – Snappy

From our friends at UserScape comes a great new customer support app. Most customer support apps have some kind of learning curve as you try to figure it out. With Snappy, their new interface is drop dead easy to use and lets you focus on what matters most – your customers.

They’ve got a great 30 day entirely free trial so go check them out here.

]]> https://supportops.co/episode-19-whole-company-support-with-nick-francis/feed/ 3 3936 news@supportops.co (Support Ops)noNick 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.Support OpsNick 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.customer,support,customer,service,tech,support,support Episode #18 – Tech Support With Carl Holscher https://supportops.co/episode-18-tech-support-with-carl-holscher/ https://supportops.co/episode-18-tech-support-with-carl-holscher/#respond Thu, 30 May 2013 15:37:27 +0000 http://supportops.co/?p=3751 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!

Listen to the show

Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

This week’s sponsor – Sticker Mule

If the name didn’t give it away, Sticker Mule makes stickers and custom skins for your iPhone, iPad, laptop, and Kindle.

And just like you aim for fast response times with your emails, Sticker Mule aims for fast production and delivery for your stickers. They’ve got the entire process down to five days, which makes them the fastest sticker printer in the world.

Check it out here.

]]> https://supportops.co/episode-18-tech-support-with-carl-holscher/feed/ 0 3751 news@supportops.co (Support Ops)noCarl 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!Support OpsCarl 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!customer,support,customer,service,tech,support,support Episode #17 – The Power of Personality with Mike Wong https://supportops.co/episode-17-power-of-personality-with-mike-wong/ https://supportops.co/episode-17-power-of-personality-with-mike-wong/#respond Thu, 16 May 2013 13:12:36 +0000 http://supportops.co/?p=3695 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.

Listen to the show

Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

This week’s sponsor – Sticker Mule

If the name didn’t give it away, Sticker Mule makes stickers and custom skins for your iPhone, iPad, laptop, and Kindle.

And just like you aim for fast response times with your emails, Sticker Mule aims for fast production and delivery for your stickers. They’ve got the entire process down to five days, which makes them the fastest sticker printer in the world.

Check it out here here.

]]> https://supportops.co/episode-17-power-of-personality-with-mike-wong/feed/ 0 3695 news@supportops.co (Support Ops)noMike 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.Support OpsMike 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.customer,support,customer,service,tech,support,support Episode #16 – Customer Community with Evan Hamilton https://supportops.co/episode-16-customer-community-with-evan-hamilton/ https://supportops.co/episode-16-customer-community-with-evan-hamilton/#respond Wed, 01 May 2013 13:25:08 +0000 https://supportops.mystagingwebsite.com/?p=3577 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”.

Listen to the show

Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

This week’s sponsor – Papertrail

Papertrail is a system administrator’s dream come true. Papertrail helps detect, resolve, and avoid infrastructure problems using log messages. All your logs are in one place that’s instantly searchable. Papertrail even provides alerts to let you know when something goes wrong.

Check it out with an easy signup here.

]]> https://supportops.co/episode-16-customer-community-with-evan-hamilton/feed/ 0 3577 news@supportops.co (Support Ops)noI'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.Support OpsI'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.customer,support,customer,service,tech,support,support Episode #15 – The First Support Hire with Adam Stacoviak Part 2 https://supportops.co/episode-15-the-first-support-hire-with-adam-stacoviak-part-2/ https://supportops.co/episode-15-the-first-support-hire-with-adam-stacoviak-part-2/#respond Wed, 17 Apr 2013 15:45:51 +0000 https://supportops.mystagingwebsite.com/?p=3457 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.

Listen to the show

Subscribe to the podcast: RSS | iTunes | Download 

Show Notes and Links

This week’s sponsor – HelpSpot

With HelpSpot, you actually own your support app rather than just renting it from some company. It’s a free 45 day trial with absolutely no strings attached. Save $100 when you check it out at helpspot.com/supportops.

]]> https://supportops.co/episode-15-the-first-support-hire-with-adam-stacoviak-part-2/feed/ 0 3457 news@supportops.co (Support Ops)noPart two of the interview with Adam Stacoviak from Pure Charity. 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.Support OpsPart two of the interview with Adam Stacoviak from Pure Charity. 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.customer,support,customer,service,tech,support,support Episode #14 – The First Support Hire with Adam Stacoviak Part 1 https://supportops.co/episode-14-the-first-support-hire-with-adam-stacoviak-part-1/ https://supportops.co/episode-14-the-first-support-hire-with-adam-stacoviak-part-1/#respond Fri, 12 Apr 2013 14:04:22 +0000 https://supportops.mystagingwebsite.com/?p=3436 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.

Listen to the show

Subscribe to the podcast: RSS |  Instacast | iTunes | Download

Show Notes and Links

This week’s sponsor – HelpSpot

With HelpSpot, you actually own your support app rather than just renting it from some company. It’s a free 45 day trial with absolutely no strings attached. Save $100 when you check it out at helpspot.com/supportops.

]]> https://supportops.co/episode-14-the-first-support-hire-with-adam-stacoviak-part-1/feed/ 0 3436 news@supportops.co (Support Ops)noAdam 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.Support OpsAdam 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.customer,support,customer,service,tech,support,support Episode #13 – The Customer Champion with Jeff Vincent https://supportops.co/the-customer-champion-with-jeff-vincent/ https://supportops.co/the-customer-champion-with-jeff-vincent/#comments Thu, 04 Apr 2013 14:32:35 +0000 https://supportops.mystagingwebsite.com/?p=3389 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.

Listen to the show

Subscribe to the podcast: RSS |  Instacast | iTunes | Download

Show Notes and Links

Share what you think!

Brand new option that you’re gonna love. Did you ever want to be on the next show? Ask a question or leave a message here. You could end up being part of the next episode.

Oh, and if you enjoyed the show, please rate it on iTunes. That’d go a long ways in getting the word out.

This week’s sponsor – HelpSpot

With HelpSpot, you actually own your support app rather than just renting it from some company. It’s a free 45 day trial with absolutely no strings attached. Save $100 when you check it out at helpspot.com/supportops.

]]> https://supportops.co/the-customer-champion-with-jeff-vincent/feed/ 6 3389 news@supportops.co (Support Ops)noJeff 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.Support OpsJeff 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.customer,support,customer,service,tech,support,support Episode #12 – Beastmode with Carolyn Kopprasch https://supportops.co/beastmode-with-carolyn-kopprasch/ https://supportops.co/beastmode-with-carolyn-kopprasch/#comments Thu, 21 Mar 2013 13:23:41 +0000 https://supportops.mystagingwebsite.com/?p=3200 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.

Listen to the show

Subscribe to the podcast: RSS |  Instacast | iTunes | Download

Show Notes and Links

Share what you think!

Brand new option that you’re gonna love. Did you ever want to be on the next show? Ask a question or leave a message here. You could end up being part of the next episode.

Oh, and if you enjoyed the show, please rate it on iTunes. That’d go a long ways in getting the word out.

]]> https://supportops.co/beastmode-with-carolyn-kopprasch/feed/ 5 3200 news@supportops.co (Support Ops)noCarolyn 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.Support OpsCarolyn 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.customer,support,customer,service,tech,support,support Episode #11 – Tip of the Hat and Wag of the Finger https://supportops.co/tip-of-the-hat-and-wag-of-the-finger/ https://supportops.co/tip-of-the-hat-and-wag-of-the-finger/#comments Wed, 13 Mar 2013 15:29:06 +0000 https://supportops.mystagingwebsite.com/?p=3129 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.

Listen to the show

Subscribe to the podcast: RSS |  Instacast | iTunes | Download

Show Notes and Links

Share what you think!

Brand new option that you’re gonna love. Did you ever want to be on the next show? Ask a question or leave a message here. You could end up being part of the next episode.

Oh, and if you enjoyed the show, please rate it on iTunes. That’d go a long ways in getting the word out.

]]> https://supportops.co/tip-of-the-hat-and-wag-of-the-finger/feed/ 2 3129 news@supportops.co (Support Ops)noThis 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.Support OpsThis 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.customer,support,customer,service,tech,support,support Episode #10 – Plan, Plan, Plan https://supportops.co/plan-plan-plan/ https://supportops.co/plan-plan-plan/#respond Tue, 26 Feb 2013 15:54:32 +0000 https://supportops.mystagingwebsite.com/?p=3003 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!

Listen to the show

Subscribe to the podcast: RSS |  Instacast | iTunes | Download

Show Notes and Links

Share what you think!

Want to be on the next show? Ask a question or leave a message here.

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.

]]> https://supportops.co/plan-plan-plan/feed/ 0 3003 news@supportops.co (Support Ops)noChase 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!Support OpsChase 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!customer,support,customer,service,tech,support,support Episode #9 – Sweating the Commas Interview with Jason Rehmus https://supportops.co/sweating-the-commas/ https://supportops.co/sweating-the-commas/#respond Fri, 15 Feb 2013 15:23:22 +0000 https://supportops.mystagingwebsite.com/?p=2904 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.

Listen to the show

Subscribe to the podcast: RSS |  Instacast | iTunes | Download

Show Notes and Links

What did you think?

If you have an idea for an episode you would like to see or just some comments about the show, e-mail me.

]]> https://supportops.co/sweating-the-commas/feed/ 0 2904 news@supportops.co (Support Ops)noJason 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.Support OpsJason 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.customer,support,customer,service,tech,support,support Episode #8 – From the Designer View with Ian Landsman https://supportops.co/from-the-designer-view/ https://supportops.co/from-the-designer-view/#respond Wed, 06 Feb 2013 16:27:14 +0000 https://supportops.mystagingwebsite.com/?p=2843 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!

Listen to the show

Subscribe to the podcast: RSS |  Instacast | iTunes | Download

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.

]]> https://supportops.co/from-the-designer-view/feed/ 0 2843 news@supportops.co (Support Ops)noIan 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!Support OpsIan 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!customer,support,customer,service,tech,support,support Episode #7 – The Badass Unicorn https://supportops.co/the-badass-unicorn/ https://supportops.co/the-badass-unicorn/#respond Fri, 25 Jan 2013 13:48:50 +0000 http://supportops.co/?p=2701 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.

Listen to the show

Subscribe to the podcast: RSS |  Instacast | iTunes | Download

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.

]]> https://supportops.co/the-badass-unicorn/feed/ 0 2701 news@supportops.co (Support Ops)noWe'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.Support OpsWe'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.customer,support,customer,service,tech,support,support Episode #6 – The Media Temple Way https://supportops.co/6/ https://supportops.co/6/#comments Mon, 17 Dec 2012 14:27:37 +0000 http://supportops.co/?p=2302 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.

Listen to the show

Subscribe to the podcast: RSS |  Instacast | iTunes | Download

Show Notes and Links

]]> https://supportops.co/6/feed/ 2 2302 news@supportops.co (Support Ops)noSince 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.Support OpsSince 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.customer,support,customer,service,tech,support,support Episode #5 – Seeing it the Squarespace Way https://supportops.co/5/ https://supportops.co/5/#comments Tue, 04 Dec 2012 13:58:06 +0000 http://supportops.co/?p=2140 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.

Listen to the show

Subscribe to the podcast: RSS |  Instacast | iTunes | Download

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.

]]> https://supportops.co/5/feed/ 2 2140 news@supportops.co (Support Ops)noChrista 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.Support OpsChrista 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.customer,support,customer,service,tech,support,support Episode #4 – When It All Goes Wrong https://supportops.co/4/ https://supportops.co/4/#comments Mon, 19 Nov 2012 13:32:22 +0000 http://supportops.co/?p=1838 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.

Listen to the show

Subscribe to the podcast: RSS |  Instacast | iTunes | Download

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.

]]> https://supportops.co/4/feed/ 2 1838 news@supportops.co (Support Ops)noYour 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.Support OpsYour 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.customer,support,customer,service,tech,support,support Episode #3 – Hiring a New Person https://supportops.co/3/ https://supportops.co/3/#respond Mon, 05 Nov 2012 13:21:52 +0000 http://supportops.co/?p=1668 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.

Listen to the show

Subscribe to the podcast: RSS |  Instacast | iTunes | Download

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.

]]> https://supportops.co/3/feed/ 0 1668 news@supportops.co (Support Ops)noLet'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.Support OpsLet'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.customer,support,customer,service,tech,support,support Episode #2 – Interview with Chase Livingston https://supportops.co/2/ https://supportops.co/2/#respond Mon, 29 Oct 2012 12:54:06 +0000 http://supportops.co/?p=1579 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.

Listen to the show

Subscribe to the podcast: RSS |  Instacast | iTunes | Download

Show Notes and Links:

]]> https://supportops.co/2/feed/ 0 1579 news@supportops.co (Support Ops)noIn 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.Support OpsIn 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.customer,support,customer,service,tech,support,support Episode #1 – New Podcast Show https://supportops.co/1/ https://supportops.co/1/#respond Wed, 24 Oct 2012 23:00:54 +0000 https://supportops.mystagingwebsite.com/?p=1372 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!

Listen to the show

Subscribe to the podcast: RSS |  Instacast | iTunes | Download

 

]]> https://supportops.co/1/feed/ 0 1372 news@supportops.co (Support Ops)noThis 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.Support OpsThis 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.customer,support,customer,service,tech,support,support