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Unlock the secrets to mastering technical support as we, Robert Cabral and I, guide you through the art of enlisting engineering support for complex inquiries. You'll discover how data-driven strategies can transform your support processes, leading to a drastic reduction in ticket escalations. Robert shares his expertise on creating a robust taxonomy for categorizing issues, ensuring clarity and efficiency in resolving them. We promise you'll leave with actionable insights into improving collaboration between support and engineering—essential knowledge for anyone navigating the SaaS landscape of platforms like DataCamp.

Robert and I also delve into the power of empathy and continuous improvement in fostering a proactive support environment. By embedding support team members within engineering, we’ve not only improved communication but also decreased escalations from 40% to under 10%. Our conversation sheds light on the importance of strategic conversations, empathy-building, and securing engineering buy-in. Join us as we unravel the gradual journey of transforming support teams with small wins and iterative progress—your roadmap to a more efficient, less reactive customer service experience.

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Unlock the secrets to building a standout customer support team by tuning into our captivating conversation with Alyssa Purcell, a seasoned manager from New York City. Alyssa brings her expertise to the table, offering strategies for crafting precise job descriptions that attract the right candidates. She shares the nuanced art of balancing skills assessment with cultural fit, and the importance of having a diverse interview panel featuring both leadership and peers for a comprehensive evaluation process. You'll leave understanding how to identify the strengths and qualities necessary for each role, paving the way for effective hiring.

Alyssa also unveils her unique approach to interviews, providing real-time feedback to candidates as a means of gauging their potential for growth. Her insights on coaching peers for interviews, maintaining consistency, and reducing unconscious bias with quality feedback are invaluable for anyone in a hiring position. Whether you're bringing in newcomers for entry-level roles or seeking seasoned professionals, Alyssa's proven strategies will equip you with the knowledge to enhance your hiring process and improve candidate outcomes. Listen and transform your approach to hiring in customer support.

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Unlock the secrets to mastering incident management with our latest episode featuring the insightful Kat Gaines. Discover how to transform your customer support strategy by crafting effective incident communications and building strong interdepartmental relationships. Learn from Kat as she delves into the complexities of maintaining a unified communication strategy amidst a sea of different tools and remote work challenges. We'll walk you through the importance of clearly defined roles and well-documented processes, ensuring that your team's internal coordination translates into seamless external updates that keep your customers informed and confident.

Join us as we unravel the roles of incident commanders and customer liaisons, and explore how small businesses can evolve from an all-hands approach to more streamlined responses using tools like PagerDuty. We'll highlight the delicate art of balancing technical details with brand perception in customer communications, and how your customer-facing teams can lead the charge in crafting messages that resonate. With practical advice, such as utilizing system maps to bridge the gap between technical jargon and customer understanding, this episode promises to equip you with the knowledge to enhance your customer experience during incident management.

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Kristina King returns to the spotlight, sharing her remarkable pivot from finance and teaching to becoming a technical support engineer, all without a formal CS degree. Kristina's narrative underscores the power of varied backgrounds in tech, illustrating her philosophy of hiring for culture "add" rather than culture "fit." She emphasizes the need to extend opportunities to those who might not traditionally find their way into tech, particularly through her role on hiring committees. Kristina's hiring philosophy is about finding those "weirdos" who bring a distinct passion and personality to the team, making the workplace not only diverse but vibrant.

This episode also highlights Kristina's innovative approach with a business support specialist internship aimed at non-traditional candidates, facilitated through a collaboration with WorkSource Oregon. Notable successes include interns like Dana, an Army vet and former bricklayer, who transitioned into valuable technical roles. This initiative highlights how skills like customer experience from the service sector can be effectively channeled into tech support positions. Join us as Kristina unpacks these transformative hiring strategies that are broadening the talent pool and reshaping tech support teams for the future.

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Ever wondered how startups can access top-tier leadership without bringing on full-time executives? Brian Levine, joins me to share his journey and unpacks the innovative concept of fractional leadership in customer support. 

Brian has been in tech support, in one capacity or another, for 15 years. He's been VP of Support at GitHub and Head of Support at Plaid, among others. These days he's the co-founder of Yetto, a help desk for modern support teams. Brian lives in Rome and drinks far too much coffee.

From his experiences at those industry giants like GitHub and Plaid to founding his own help desk company, Brian reveals how part-time expert guidance can be a game-changer for startups. Discover how companies can skillfully manage transitions and foster a robust support culture with the expertise of seasoned leaders even when they're not ready for a full-time role.
 
 Curious about the impact of fractional leadership on early-stage companies? We tackle strategies for startups lacking a dedicated support head, where initial consulting can highlight system gaps and pave the way for longer-term partnerships. Brian discusses how identifying potential failures in support processes can compel businesses to seek further expert involvement, ultimately helping them scale successfully. Whether you're exploring support leadership careers or intrigued by the challenges and triumphs of being a founder in this space, this episode is packed with insights that promise both inspiration and actionable advice for navigating the dynamic world of customer support.

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From The Archives: Careers in Support

Discover the secrets of building a thriving career in the customer support industry as Matt Dale joins me to unravel the multitude of paths available for support team members. From nurturing the journey of an individual contributor to embracing leadership roles or exploring new arenas like QA and customer satisfaction, this episode promises to equip you with the insights to chart your career course. Matt shares an inspiring story of a team member's dream of becoming a developer and how the support culture facilitated their transition to QA, highlighting the importance of fostering a supportive environment for growth and transformation.
 
 Join us as we tackle the challenges of retaining skilled individuals and nurturing talent, viewing support teams as a valuable "farm team" for the organization. Matt emphasizes the significance of open communication and personalized development plans during one-on-one sessions, providing listeners with actionable strategies to manage career trajectories effectively. Whether you're a leader seeking to retain talent or a professional aiming to grow within your support role, this episode offers a treasure trove of insights that you won't want to miss.

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What happens when the adrenaline rush of an incident meets the need for effective communication? Join us as we chat with Kat Gaines, the leader of PagerDuty’s developer advocacy and community team, who brings her expertise to the table. You’ll walk away with a clear understanding of how maintaining transparent communication not only soothes nerves during crises but also keeps customer expectations in check. Gain insights into how developing empathy between engineering teams and customers transforms the user experience, all while fulfilling our innate craving for solutions through timely updates.

Imagine engineers and customer support colliding in a world where Pokémon and bunnies serve as perfect analogies. Kat helps us explore this fascinating intersection, revealing the challenges engineers face in making their technical know-how understandable to the average person. Learn how empathetic customer support representatives become the unsung heroes, bridging this gap and ensuring that customer anxieties are kept at bay through consistent terminology and clear definitions. It’s a lesson in how collaboration between engineers and support teams ensures that even the most complex technical concepts can be translated into relatable terms, easing the often tense atmosphere of an incident.

We also unravel the intricacies of internal communication, stressing the importance of proactive practices that go beyond routine operations. From the use of codified channels and platforms to striking the right balance between internal transparency and external caution, we cover it all. Gain tips on fostering trust during incidents, creating templates for updates, and ensuring your team is equipped to handle external inquiries with confidence. Whether you're managing incidents or fine-tuning communication strategies, this episode promises to arm you with the tools you need for success.

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Mike Redbord, a seasoned veteran from HubSpot with over a decade of experience, joins us to unravel the mysteries of managing customer support beyond mere numbers. Discover why Michael believes that looking past the spreadsheets can uncover stories of exceptional customer service, and how these anecdotes can act as guiding beacons for your team. He shares valuable insights on balancing data-driven management with the art of storytelling, ensuring that as teams grow, the human element isn't lost amidst the metrics. Prepare to learn how maintaining simplicity in data allows room for the stories that truly highlight world-class customer service.

Join us for a thought-provoking conversation exploring the delicate dance between numbers and narratives in the realm of customer support. Michael dives into the significance of anecdotes in celebrating moments of outstanding customer interaction and how these stories can inspire and instruct within your teams. He passionately argues for keeping metrics simple, allowing the truly impactful stories to shine. Listen in as we discuss how to foster a culture that cherishes these narratives, providing the perfect blend of quantitative and qualitative insights to elevate your customer support strategy.

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Discover how to master the delicate art of balancing automation with human interaction in customer support, as Corey Brown and Elliot Fox share their expert insights. Facing the pressure to adopt AI while keeping a personal touch can be challenging for businesses. This episode uncovers the potential pitfalls of over-relying on AI, such as generic responses, and emphasizes the importance of human intervention to ensure customer satisfaction. Listen as we explore how AI can serve as a co-pilot, boosting efficiency and enhancing customer experiences without sacrificing the essential human connection.

Join us as we dive into the practical application of AI in customer service, especially for high-volume, low-complexity tasks and round-the-clock availability. Corey and Elliot discuss the challenges AI faces in nuanced environments and highlight the benefits of data-driven insights like sentiment analysis. By examining both the strengths and limitations of AI, this episode offers a thoughtful approach to integrating technology in a way that elevates both customer satisfaction and team morale. Tune in to learn strategies that create win-win scenarios in the ever-evolving landscape of customer support.

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Unlock the secrets behind the spreadsheets and discover the hidden complexities of customer support with me and my special guest Ash Rhodes. Ash brings his seasoned perspective on the pitfalls of reducing support staff to mere numbers, reminding us of the importance of understanding the real-time dedication required to resolve customer issues. Together, we explore the nuances of ticket handling and the dangers of setting unrealistic performance goals. Ash sheds light on the often-undocumented tasks like research and troubleshooting that contribute to the intricate web of support functions. This episode promises to transform how you view your support team and their invaluable human contributions.

Ash also introduces us to the intriguing concept of "social complexity" in the world of remote work. We discuss the critical role of team dynamics and the challenges of maintaining authentic, empathic communication in virtual environments. Learn why allowing time for social bonds to form can lead to a cohesive and productive team, and how unstructured moments of chatter are not just fluff but fundamental to effective collaboration. Whether you're a support leader or part of a remote team, these insights offer a fresh perspective on fostering a more human-centric and effective work environment.

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