Elevate Podcast

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).

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!

This episode is full of big life decisions as Lee Matos of Gitlab joins us for an important conversation about his future: Bicycle or car? Or Car-cyle????

We also get into talking about being a support manager, and growing a team of leaders, what skills you need to gather to become a successful manager, and what makes a good one-on-one review. Plus, we get a peek into the world of Gitlab, where every decision is made public (woah!) and collaboration between departments is taken to a whole new level. Plus, lots and lots of Beyonce.

This week we're hanging with Suneet from Help Scout, one of our favorite support companies (and favorite people!). We jump right into talking about the bliss of remote working, choosing the right company to work for, our worst jobs ever, and why Mike didn't make it as a Bennigan's host. We also chat about creating awesome content for support pros, and what it's been like for Suneet as he's jumped into the world of customer support.

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!

This episode, we're joined by Ben McCormack from FullStory! As support pros, are you *addicted* to the queue? Ben says you just might be.

The same way you can get addicted to other things, your brain responds to the queue and you get a dopamine hit for completing that queue, but this can lead you to focus on the wrong things.

Listen to hear Ben's suggestions for breaking that addiction and how to re-focus your efforts in the right place!

A quick chat about some of the great talks at our recent Philadelphia event. Hosted by Mike from Trello, Colin from Pingboard, and Sarah from CoSupport.