Rank #1: S2E4: People leave bad managers
Being a manager takes skills, but managing a customer support or experience team requires a whole other world of skills that it's very hard to find training on. Lindsay Konsko of Nerdwallet is the expert at managing people-focused teams, and she joined us to share some of that elusive wisdom about building a great management structure that we're all so eager to hear. You can check out more of her writing on support management (and even hire her to consult!) over at http://lindsaycanhelp.com.
May 29 2018
Rank #2: S2E3: Tones is making all the effort here
Today we're hanging out with Antonio King, a superstar in the world of e-commerce customer experience. He agrees with our long-standing belief that CSAT is dead, but what's going to replace it? What should we be measuring instead? Let's find out, together.
May 18 2018
Rank #3: S2E1: Jon McCartie is not a spider-person!
First things first - Skype updated and everything is ruined. Colin and Sarah riff a bit on why you shouldn't sneak up on your customers with goofy child-like updates, then they're joined by Heroku's Senior Manager of Technical Support, the one and only Jon McCartie. Jon has a lot of experience building sustainable remote teams and he'll be speaking more about what makes teams grow, thrive, or fail at our spring support summit in Philadelphia!
Jan 16 2018
Rank #4: Episode 8: Too Many Cooks Make Benception
This week we're joined by one of our past (and future!) Elevate Summit speakers, Ben MacAskill of SmugMug. Ben tells his story of going from researching cancer cures in a bio lab to handling support for a growing, bootstrapped startup. We also talk a lot about hiring, and how company culture influences team dynamics, and the pros and cons of running an entirely remote support team. We were so excited to catch up with Ben that you'll hear four voices this episode (Ben, Mike from Trello, Colin from Pingboard, and Sarah from CoSupport), and high fives to our editor Jonathan for splicing out all the overtalk!
PS, the episodes of Reply All that Ben references are Episodes 71 & 77!
Jul 09 2017
Rank #5: Episode 7: Eric Broulette gets too many emails
Today Colin and Sarah are chatting with the awesome Eric Broulette of Hudl fame! We're obsessed with Hudl's story of massive bootstrapped growth, and Eric shared a lot of behind the scenes of their bustling Lincoln, Nebraska operation. Keep listening to the end to hear the astonishing support volume Hudl support handles daily - you might need a Zantac (or a sheet cake).
Jul 06 2017
Rank #6: Episode 6: Derek Homann loves support people
Sarah sits down with Derek Homann to talk about his career in support, growing teams at massive scale, and what made him decide to start his own support-focused product, Median! Check out the newly launched Median at HelloMedian.com, and come see Derek speak about building a new chat tool at Elevate Denver, October 6 & 7!
Jun 16 2017
Rank #7: Episode 3: Nora West has all the hands.
This episode, Sarah and Mike are joined by Nora West from Guru!
Support teams are often the group best informed about customers' opinions and desires for your product, but many support teams struggle with how to effectively convey that information to other teams in the company.
If you don't have a form of All Hands Support going, how can you make sure your engineering team knows how annoying that latest bug is? How can you make sure the design team knows just how distracting the font change was?
Nora's got lots to share about how Guru tackled this and how they represent their customers to the entire team!
Jun 08 2017
Rank #8: Ryan Klausner Will Send You TP
Apr 21 2020
Rank #9: Let's all work from home!
Apr 21 2020
Rank #10: Episode 2: Ben McCormack is Addicted
This episode, we're joined by Ben McCormack from FullStory! As support pros, are you addicted to the queue? Ben says you just might be.
The same way you can get addicted to other things, your brain responds to the queue and you get a dopamine hit for completing that queue, but this can lead you to focus on the wrong things.
Listen to hear Ben's suggestions for breaking that addiction and how to re-focus your efforts in the right place!
Jun 08 2017