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How should customer support teams use AI without losing the human touch? 

Priscilla Brooke sits down with customer success expert Conor Pendergrast to explore the evolving role of AI in support workflows. From using AI as a smart assistant to drive efficiency, to building better customer relationships through intentional automation, Connor offers real-world examples, clear do’s and don’ts, and practical tips for teams of all sizes. 

Learn how to strike the balance between AI tools and authentic human service, and hear why empathy, intentionality, and trust remain at the heart of excellent support even in an AI-powered world.

Learn more about Conor at CustomerSuccess.cx and subscribe to Conor's daily tips for CS!

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

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Customer support is just one step on a much larger path. So how do you make sure every step along your customer’s journey is intentional, seamless, and delightful?

In this episode, Priscilla welcomes Doing CX Right host and customer experience expert Stacy Sherman to demystify the practice of customer journey mapping. With 25+ years of experience building connections between people and brands, Stacy breaks down how to go beyond support tickets and start crafting every phase of the customer experience with purpose.

Check out Stacy's book, "Transformative Experience Journey Management", her podcast "Doing CX Right," and free templates at doingcxright.com.

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

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We’re exploring how to balance inbox work with long-term projects on a support team! Chase Clemons from 37signals returns to share how his team uses six-week cycles to manage support coverage, build new initiatives, and avoid burnout while still delivering exceptional customer service.

In this episode, you’ll learn how 37signals structures their support team to thrive in both reactive and proactive work. Discover how they balance daily inbox demands with meaningful project work, the benefits of hiring “managers of one,” and why project days are key to team longevity. Chase also shares how cycles promote clarity, protect focus time, and allow support pros to contribute far beyond the queue

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

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A great knowledge base can make life easier for your customers and your support team—but where do you start? In this episode, we're joined by Mat Patterson from Help Scout to talk about building helpful, well-maintained articles that can actually eliminate repetitive support questions. Whether you’re a support team of one or leading a larger team, this episode is packed with practical advice you can put to work today!

Mentioned in this episode:

• The Supportive Podcast & Blog
• Help Scout - Creating a Customer Knowledge Base
• Help Scout - Best Customer Service Software in 2025

Support in Real Life: Tech Recommendations

• Help Scout
• Cleanshot
• Obsidian

Get in touch with Mat:

• Help Scout Newsletter
• LinkedIn
• Bluesky

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

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We're diving into the complex dynamics between customer support teams and developers. Buzzsprout Co-Founder, Tom Rossi, joins us to explain how strong communication between these groups significantly impacts product quality and customer experience.

In this episode, you’ll learn how strong communication between customer support and product development fosters better teamwork, ensuring support teams stay informed and confident when changes roll out. Discover strategies for improving collaboration, from setting clear expectations and sharing positive feedback to involving support in feature planning and aligning release schedules.

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

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Want to take your customer service to the next level in 2025? 

In this episode of Happy to Help, we’re breaking down five simple yet powerful strategies you can start using today to improve your customer service—no expensive tools or complex workflows required!

Tips for leveling up your customer service:

1. Humanize Your Emails – Treat customers like real people, not ticket numbers. A little personalization goes a long way!

2. Shift Your Mindset on Problem-Solving – See customer issues as exciting challenges to tackle, not just tasks to complete.

3. Optimize Your Time Out of the Queue – Use slow periods to sharpen your skills and expand your product knowledge.

4. Empower Customers with Self-Service – Proactively provide resources so customers can solve issues faster on their own.

5. Celebrate Remarkable Service – Recognize great customer interactions to build a culture of support excellence.

Whether you’re answering emails, leading a team, or building customer relationships, these five strategies will instantly improve your approach to support—making customers (and your team) happier along the way!

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

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As we bid farewell to season one, we recall the invaluable lessons learned over 20 amazing episodes!

Thanks to our incredible guests: Sarah Caminiti, Chase Clemons, Sarah Hatter, Kristi Ernst Thompson, and Suneet Bhatt. These experts shared their wisdom on leading with kindness, addressing feedback constructively, and fostering a sense of community and team support.

We'll be returning in February 2025 for season two!

Your suggestions for future topics or guests are welcome! We plan to continue providing you with actionable strategies to enhance your customer service, so if there is something you want us to discuss, let us know! 

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

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In this episode of Happy to Help, we dive into the essentials of building a thriving customer support team that’s both happy and productive! We sit down with special guest Suneet Bhatt, a leadership expert dedicated to helping people and organizations reach their full potential. 

Suneet shares actionable insights from his “Happy, Proud, Not Yet Satisfied” workshop, offering powerful strategies for preventing burnout, encouraging personal growth, and empowering customer support teams to be their best. Learn why fostering empathy, promoting healthy work-life boundaries, and supporting personal well-being are crucial to long-term success for any support specialist. 

Whether you’re a manager seeking ways to uplift your team or a customer support professional looking to create sustainable work habits, this episode will provide you with practical tips to build resilience, boost morale, and ensure your team feels truly supported.

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

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In this episode of Happy to Help, we dive into the transformative power of whole company support and its impact on product development and team processes!

Special guest Kristi Ernst Thompson, Senior Technical Support Specialist at Help Scout, joins us to share how involving every department in customer support—from developers to leadership—fosters innovation, strengthens cross-team collaboration, and enhances customer satisfaction. 

Whether you’re part of a small startup or a large organization, this episode offers insights to help you connect with your customers and build better products!

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

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In this episode, special guest Megan Nelson joins us to dive into customer support during a crisis! Whether it’s a sudden server outage or an unexpected system issue, handling customer needs under pressure is a challenge every support team faces. Join us as we share real-life lessons from Buzzsprout’s 2021 DDoS attack, where our team went into overdrive to keep customers informed and reassured. 

We’ll cover essential strategies for crisis management, including how to communicate effectively with customers, coordinate with internal teams, and stay resilient as a support team.

Tune in to learn how a solid crisis plan can transform a potentially negative situation into an opportunity for building trust and customer loyalty!

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

Thanks for listening!