Support Ops Hangouts
By Support Ops
To listen to an audio podcast, mouse over the title and click Play. Open iTunes to download and subscribe to podcasts.
A weekly podcast that helps you deliver a better support experience to your customers. This is where you'll learn to be a customer support pro.
||Clean#155 – Customer Success – Don’t Slap It On||We’ve seen more and more companies set up support as a reactive, first line of defence. Meanwhile, success teams don’t handle cases like that and focus instead on helping the customer achieve their goals by using your product.||11/14/2017||Free||View in iTunes|
||Clean#154 – White Glove Onboarding||When it comes to customer onboarding, we've seen a growing trend of the white glove approach. Dedicated account managers, personalized training, and anything else that you can tailor to that one customer in hopes of convincing them to buy. -||10/24/2017||Free||View in iTunes|
||Clean# 153 – Back to School with Classes||Customers love online classes and demos that help get them up-to-speed on a new product. From the team side, it's often easier to host weekly trainings like this rather than individual ones for everyone. With today's episode,||10/17/2017||Free||View in iTunes|
||Clean#152 – I’ve Got to Onboard a Company?||Up to this point in the series, we've talked about how onboarding works when it's a single person signing up to try your product. If you're in the B2B business though, it's often a group of people that need to both try your product and decide if they'r.||10/10/2017||Free||View in iTunes|
||Clean#151 – You’re an Onboarding Wizard||Remember Clippy - the fun yet kinda irritating assistant from Microsoft? Onboarding tools have come a long way since then. There are all sorts of guided setups, wizards, tours, and more that companies use to make sure new customers are set up for succe.||9/26/2017||Free||View in iTunes|
||Clean#150 – Did You See Who Just Signed Up?||We touched on a few manual options for contacting customers in the earlier episodes of this series. That made us wonder - if you notice a certain company signs up for your product, does that prompt you to reach out to them?||9/12/2017||Free||View in iTunes|
||Clean#149 – Custom Onboarding Flows||Most new customer onboarding flows tend to be one size fits all. Everyone who signs up goes through the same steps, receives the same emails, and gets the same advice. But is that the right approach to take?||8/29/2017||Free||View in iTunes|
||Clean#148 – Personalized Messages to New Customers||It's a new series from your favorite support crew! When a customer signs up for your product, you want to give them the best onboarding experience possible. With this series, we'll take a look at best practices and ideas for helping every customer lear.||8/22/2017||Free||View in iTunes|
||Clean#147 – A Good Manager Gives Feedback Upward||On the last episode, we looked at how to actively seek out feedback from your team for yourself. But what happens when it's you and your boss? With this episode, we tackle how you can give feedback to your own manager and C-suite team. -||8/15/2017||Free||View in iTunes|
||Clean#146 – A Good Manager Actively Seeks Out Feedback||With support teams, our empathy often creates a culture of nice where it can be tough to have candid discussions. We hold our opinions back rather than risk being confrontational. But a good manager will create a culture that encourages candor and ope||8/1/2017||Free||View in iTunes|
||Clean#145 – A Good Manager Trains Their Replacement||It's rarely a good idea to bottle up all the knowledge you have that makes you a great manager. But how do we make sure others on our team are ready to step into our shoes? - On this episode, we’ll talk about the idea that “Regardless of seniority,||7/25/2017||Free||View in iTunes|
||Clean#144 – A Good Manager Admits Their Mistakes||Everyone makes mistakes, even super managers and team leads. It's how we handle those mistakes that set good managers apart from the not-so-good ones. - On this episode, we’ll look at the idea that “Regardless of seniority,||7/18/2017||Free||View in iTunes|
||Clean#143 – A Good Manager Helps Balance the Team’s Work/Life Schedule||One of the things we've been talking about at Basecamp is the idea that 40 hours is plenty of time for work. Is that enough time for your team though? And how do you make sure they stick to 40 hours, especially when you're a remote team and can work an.||6/27/2017||Free||View in iTunes|
||Clean#142 – A Good Manager Creates Growth Paths||Jeff started a great conversation on the last episode around the idea of growth paths and grow-outs. We'll continue that conversation this week and look at the idea - "Regardless of seniority, every good manager creates growth paths for their team."||5/23/2017||Free||View in iTunes|
||Clean#141- A Good Manager Knows the Team’s Strengths||Leading a team is all about knowing the strengths and weaknesses of others on the team. It helps you to put the right people in the right roles for the project. But how do you find out the strengths/weaknesses of individual team members?||5/9/2017||Free||View in iTunes|
||Clean#140 – A Good Manager Will Keep Regular 1:1s||Everyone talks about the power with regular 1:1s between you and your team. But are they really worth it? And how important is it go have them regularly scheduled? - On this episode, we'll talk about the idea that “Regardless of seniority,||5/2/2017||Free||View in iTunes|
||Clean#139 – A Good Manager Will Care Personally||"It's not personal, it's just business". You've heard this phrase before and maybe even said it. But is it true? On this episode, fill in the good manager question with this belief - “Regardless of seniority, every good manager will care personally.||4/18/2017||Free||View in iTunes|
||Clean#138 – A Good Manager Will Listen||Next up in our "Every Good Manager Will..." series is an important one that often gets overlooked. Managers tend to focus on action - do this, don't do that, etc. On this episode, we talk about the idea that “Regardless of seniority,||4/11/2017||Free||View in iTunes|
||Clean#137 – A Good Manager Will…||It's new series time here around the show. There was a great Tweet that caught my eye, both because it's a great prompt and had a great conversation thread alongside it. - "Regardless of seniority, every good manager will" and you get to fill in the..||3/28/2017||Free||View in iTunes|
||Clean#136 – Preventing Burnout||Camille E. Acey joins the show this week as our special guest. You might remember her from SupConf NYC back in November. We look at how burnout happens and more importantly, how you can help your team both prevent and manage it.||3/14/2017||Free||View in iTunes|
||Clean#135 – The Business Value of Thank You||With special guest Emily Triplett Lentz on the show, we take a look at one of her recent articles over on the Help Scout site. In The ROI of Thanking Your Customers, she makes a case that something as simple as a thank you card can have a big impact on.||3/7/2017||Free||View in iTunes|
||Clean#134 – Your VIP Customers||It's the last in our boundary series so we're focusing entirely on your customer borders. When you have customers that have been with your company forever, it's tempting to set them up with perks and special treatment.||2/14/2017||Free||View in iTunes|
||Clean#133 – Protect Your Time||This week we're talking about one of the most important boundaries to set - your time. We look at ways to control how much time you spend on your work and how much of your time people grab for themselves. Best of all,||2/7/2017||Free||View in iTunes|
||Clean#132 – Share Often||If you don't have clear boundaries on when to share one's work, a person can get wrapped up in it and let it become part of them. If/when the work doesn't pan out, that person can get discouraged and frustrated.||1/31/2017||Free||View in iTunes|
||Clean#131 – Social Media Boundaries||This week, we kick off a new series focused on boundaries. We have boundaries all around. With customers. With team members. With work itself. This series it going to look at those boundaries and help you rough in where the lines actually are. -||1/24/2017||Free||View in iTunes|
||Clean#130 – Live from SUPCONF NYC||It's our live show from SUPCONF NYC! With it's AMA style, we tackle everything from "Do you have any advice for someone who wants to get into support with no experience?" to "What you rather be a dragon or have a pet dragon?".||1/17/2017||Free||View in iTunes|
||Clean#129 – Turn the Ship Around!||With our final Book Club episode of the series, we look at "Turn the Ship Around!" from David Marquet. We look at what a leader-leader model means for our teams, how to think out loud in both in-person and remote situations,||1/10/2017||Free||View in iTunes|
||CleanThank You!||I wanted to take a moment and say thanks to you and all of our other listeners. 2016 has been a blast and we’ve got a ton in store for 2017. But none of it would be possible without your support. Before we go back to our holiday break,||12/26/2016||Free||View in iTunes|
||Clean#128 – Hug Your Haters||This week's book club episode looks at "Hug Your Haters" by Jay Baer. We'll talk about the different kind of haters, how you should engage with them, and if you really should answer complaints on every possible contact channel out there.||12/6/2016||Free||View in iTunes|
||Clean#127 – Trust, Empower, and Clear the Path||It's part two of "Creativity, Inc. Overcoming the Unseen Forces that Stand in the Way of True Inspiration" by Ed Catmull. We talk about the Pixar Brain Trust, clearing the path for others, and empowering your team.||11/29/2016||Free||View in iTunes|
Useful, Helpful, & Awesome Podcast
As a young support human, Support Ops and this weekly hangout has been a great place for me to learn and develop new skills. This podcast features 4 support pros from innovative companies like Buffer, Wistia, Basecamp, and Automattic.
Chase and the crew share what they learn working as support pros everyday. A must listen - entertaining, helpful, and useful - for anyone that is working in customer support.
Great podcast for anyone dealing with customers
I just found this podcast and am really enjoying and learning a lot from it. I wish I had found this earlier as there is so much great information on a variety of support issues from the hosts. I listen to a lot of podcasts so very rare I go back through past episodes when I start listening but this is an exception.
Very useful podcast
These folks cover all different types of support scenarios. It is interesting to see how the different companies solve the problems differently.