Episode #28 – Investigating Customer Service with Ashley Verrill

Episode #30 – The Productive Support Pro with Thanh Pham

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 [http://feeds.feedburner.com/supportops-podcast] | iTunes [https://itunes.apple.com/us/podcast/support-ops-podcast/id573331970] | Download  [http://media.blubrry.com/supportops/s3.amazonaws.com/supportops/podcast/supportops30.mp3] SHOW NOTES AND LINKS * Thanh Pham – Website [http://www.asianefficiency.com/author/thanh/] | Google+ [https://plus.google.com/+ThanhPham7/posts] * Asian Efficiency [http://www.asianefficiency.com/] * Music heard on the show is from Dexter Britain [http://freemusicarchive.org/music/Dexter_Britain/] under a Creative Commons license. * Sorry for the rough audio on my end. I’ve found and fixed that problem!

Episode #29 – Solo Support with Diana Potter

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 [http://feeds.feedburner.com/supportops-podcast] | iTunes [https://itunes.apple.com/us/podcast/support-ops-podcast/id573331970] | Download  [http://media.blubrry.com/supportops/s3.amazonaws.com/supportops/podcast/supportops29.mp3] SHOW NOTES AND LINKS * Diana Potter- Twitter [https://twitter.com/drpotter] * Customer.io [http://customer.io/] * “Use Email for Better Onboarding” [http://customer.io/blog/use-email-for-better-onboarding.html] * Support Hangout #32 – The Solo Support Pro [http://supportops.co/hangout-32-the-solo-support-pro/] * Help Scout [https://www.helpscout.net/] * Jekyll [http://jekyllrb.com/] * Zappos [http://www.zappos.com/] * Music heard on the show is from Dexter Britain [http://freemusicarchive.org/music/Dexter_Britain/] under a Creative Commons license.

Episode #28 – Investigating Customer Service with Ashley Verrill

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 [http://feeds.feedburner.com/supportops-podcast] | iTunes [https://itunes.apple.com/us/podcast/support-ops-podcast/id573331970] | Download  [http://media.blubrry.com/supportops/s3.amazonaws.com/supportops/podcast/supportops28a.mp3] SHOW NOTES AND LINKS * Ashley Verill-  Twitter [https://twitter.com/customerservinv] | Website [http://csi.softwareadvice.com/ashley-verrill/] * Customers Service Investigator [http://csi.softwareadvice.com/] * Software Advice [http://www.softwareadvice.com/] * “Is Amazon’s Mayday Support Model Right for Your Organization? [http://csi.softwareadvice.com/is-mayday-support-right-for-your-organization-1213/]“ * “How can we provide better customer service? Create software that lets customers serve each other [http://gigaom.com/2013/05/26/how-can-we-provide-better-customer-service-create-software-that-lets-customers-serve-each-other/]“ * Music heard on the show is from Dexter Britain [http://freemusicarchive.org/music/Dexter_Britain/] under a Creative Commons license.

Episode #27 – Keeping the Complex Simple with Micah Bennett

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 [http://feeds.feedburner.com/supportops-podcast] | iTunes [https://itunes.apple.com/us/podcast/support-ops-podcast/id573331970] | Download [http://media.blubrry.com/supportops/s3.amazonaws.com/supportops/podcast/supportops27.mp3]  SHOW NOTES AND LINKS * Micah Bennett-  Twitter [https://twitter.com/micahbennett] * Zapier [https://zapier.com/] * Wade Foster [https://twitter.com/wadefoster] * Zapier Live Office Hours [https://plus.google.com/105298426206075552003/posts] * Wufoo [http://www.wufoo.com/] * Kevin Hale “How to design software users love” [http://www.youtube.com/watch?feature=player_embedded&v=tBWFfxE2658] * Sticker Mule’s “On Phone Support” [http://www.stickermule.com/blog/2013/2/2/on-phone-support] * Olark [http://www.olark.com/] * Wistia [http://wistia.com/] * Music heard on the show is from Dexter Britain [http://freemusicarchive.org/music/Dexter_Britain/] under a Creative Commons license. 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 [http://besnappy.com/?utm_source=supportops&utm_medium=banner&utm_campaign=superpower].

Episode #26 – Acquisitions and Gamification with Robert Gregory

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 [http://feeds.feedburner.com/supportops-podcast] | iTunes [https://itunes.apple.com/us/podcast/support-ops-podcast/id573331970] | Download [http://media.blubrry.com/supportops/s3.amazonaws.com/supportops/podcast/supportops26.mp3]  SHOW NOTES AND LINKS * Robert Gregory –  Twitter [https://twitter.com/robertcgregory] * Media Temple [http://mediatemple.net/] * The Media Temple Way episode [http://supportops.co/6/] * Sara Carter [https://www.facebook.com/saraatmt] – MT Chief Correspondent * GoDaddy ad “The Baker” featuring Jean-Claude Van Damme [http://www.youtube.com/watch?v=9_YneSM0ItA] * Ask MT Live episode [http://www.youtube.com/watch?v=trVlnCLIW5M] * Acquisition announcement [http://weblog.mediatemple.net/2013/10/15/momentous-news-godaddy-mt-media-temple/] * Acquisition FAQ page [http://weblog.mediatemple.net/2013/10/15/faqs-about-the-godaddy-acquisition/] * Music heard on the show is from Dexter Britain [http://freemusicarchive.org/music/Dexter_Britain/] under a Creative Commons license. 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 [http://besnappy.com/?utm_source=supportops&utm_medium=banner&utm_campaign=superpower].