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.
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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.
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Episode #28 – Investigating Customer Service with Ashley Verrill
This 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.
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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.
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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.
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.
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