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From The Archives: Support’s Relationship to Product

Andrea Saez joins me for the first time, where we talk about capturing all customer conversations and using that feedback to validate the product roadmap.

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From The Archives: Freelancing in Support

Andrei Kamarouski joins me from Belarus, to talk about freelancing as a Zendesk consultant, primarily using Upwork.

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From The Archives: CSAT

Mo and I spend quite a significant amount of time talking about the value of those smiley faces. And we take an unexpected hypothetical trip to the airport.

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From The Archives: Support Scope

Mike Redbord believes you can build the scope of Support by saying “Yes” as much as possible!

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Week 87 Topic: “In Support, I Believe…”

Simone Secci shares his Support Belief: It’s not always about giving the customer exactly what they expect.

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Week 86 Topic: “In Support, I Believe…”

Matt Dale shares his Support Belief: It’s all about making a human connection.

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Week 85 Topic: “In Support, I Believe…”

Craig Stoss shares his foremost Support Belief: The Customer Experience is the most import consideration

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Week 84 Topic: “In Support, I Believe…”

Ryan Klausner returns, this time from a new role, to share his most fundamental Support Belief: Agent Experience is as important as Customer Experience.

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Week 83 Topic: “In Support, I Believe…”

Your very host, Charlotte Ward, tells of her most fundamental Support Belief: Metrics should measure, not rule.

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Announcing a new format, based on “This, I Believe…”

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