Rank #1: 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!
Rank #2: 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!
Rank #3: 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).
Rank #4: 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.
Rank #5: 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.