Cover image of Podcast | Support Driven

Podcast | Support Driven

The community dedicated to support as a career

Ranked #1

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4: Metrics

4: Metrics

In this episode we’re discussing metrics and data with Nicholas Tang from MongoDB. And, of course, food. Links: https:/... Read more

17 Apr 2018

35mins

Ranked #2

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6: Ticket QA

6: Ticket QA

Listener Feedback Survey: https://supportdriven.typeform.com/to/nsoXqO After covering some highlights from the last week... Read more

30 May 2018

36mins

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Ranked #3

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3: B2C Support

3: B2C Support

In this episode, we discuss providing B2C (business to consumer) support and how that can differ from B2B (business to b... Read more

30 Mar 2018

42mins

Ranked #4

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5: Self-Care

5: Self-Care

After covering some highlights from the last week on the Support Driven Slack, our hosts are joined by Alison Groves and... Read more

4 May 2018

44mins

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Ranked #5

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7: Outsourcing

7: Outsourcing

Listener Feedback Survey: https://supportdriven.typeform.com/to/nsoXqO After covering some highlights from the last week... Read more

22 Jun 2018

57mins

Ranked #6

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2: Hiring

2: Hiring

In this episode, we discuss hiring, culture fit, personality tests, and of course, food. Links: https://well.blogs.nyti... Read more

19 Mar 2018

40mins

Ranked #7

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1: Transitions

1: Transitions

In this episode, we discuss transitions as they relate to your career in customer support. Hosts: Abby Armada (Slack: ... Read more

2 Mar 2018

44mins

Ranked #8

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Episode 21 – Mikael Blaisdell on where Customer Service has been and where it’s going

Episode 21 – Mikael Blaisdell on where Customer Service has been and where it’s going

With 30 years in customer service, Mikael Blaisdell shares his insights into the past and on the future of the industry.... Read more

21 Jan 2015

Ranked #9

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Episode 20 – Ben McCormack on Conducting User Interviews

Episode 20 – Ben McCormack on Conducting User Interviews

Ben shares how he got started conducting user interviews and sharing those insights with his team. Highlights: Getting ... Read more

20 Nov 2014

Ranked #10

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Episode 19 – Mercer Smith-Looper on Launching an Online Community

Episode 19 – Mercer Smith-Looper on Launching an Online Community

It’s not often we get to hear about how an online community gets started. Mercer Smith-Looper, Customer Champion and Com... Read more

14 Oct 2014

Ranked #11

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Episode 18 – Mat Patterson on Building a Remote Team

Episode 18 – Mat Patterson on Building a Remote Team

Mat Patterson, Head of Customer Support at Campaign Monitor, talks about the challenges that come with growing his team ... Read more

18 Sep 2014

Ranked #12

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Episode 17 – Mike Grafham on Evolving Customer Success

Episode 17 – Mike Grafham on Evolving Customer Success

Mike Grafham, head of Customer Success at Yammer, shares his experiences growing his team and talking about the evolving... Read more

21 Aug 2014

Ranked #13

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Episode 15 – Christa Collins on Growing from 1 to 180 – Part 1

Episode 15 – Christa Collins on Growing from 1 to 180 – Part 1

Christa Collins, VP of Customer Care at Squarespace, shares her experiences with the challenges of growing the team from... Read more

11 Jul 2014

Ranked #14

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Episode 10: Dave Wiskus on Designing the Support Experience

Episode 10: Dave Wiskus on Designing the Support Experience

“I don’t think that you can call yourself a thoughtful, design focused company if there are huge chunks of the experienc... Read more

17 Apr 2014

Ranked #15

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Episode 5: An Insider’s Look at How Basecamp Does Support with Chase Clemons

Episode 5: An Insider’s Look at How Basecamp Does Support with Chase Clemons

Chase shares stories about how he got started doing support at Basecamp, the company formerly known as 37signals, how he... Read more

6 Feb 2014

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