By Buzzsprout
If you work in customer support, if you lead a support team, or if you are looking to better the customer experience for your company, then this podcast is for you!
Happy to Help is a
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The podcast currently has 14 episodes available.
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We are diving deep into the tricky topic of customer feedback with special guest, Chase Clemons! Chase is the Head of Customer Support at 37signals and has over 15 years of experience in customer support!
In this episode, Chase shares tips on effectively understanding and translating customer feedback and feature requests. You'll discover how 37signals approaches customer-driven product development, the best ways to identify the real needs behind feature requests, and the importance of open, honest communication with customers—even when the answer is “no.”
Chase also offers insights into the importance of balancing customer desires with company vision, and the role of support teams in relaying valuable feedback to product teams.
Whether you’re leading a small support team or working at the front lines, this episode is packed with actionable advice on improving customer interactions, turning feedback into actionable insights, and building a stronger relationship with your customers!
Check out 37signals' products: Basecamp, HEY, and ONCE!
Links mentioned in this episode:
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 thrilled to have Sarah Hatter, the brilliant mind behind ElevateCX, on today's episode to discuss the importance of community in customer support and give us a sneak peek into ElevateCX's upcoming events!
We discuss all things community, from the importance of finding your people to ways to get connected virtually! Sarah shares why she decided to start ElevateCX over a decade ago, and how it has evolved over the years. Plus, she gives us a glimpse into the upcoming Denver and London ElevateCX events.
As a support professional, finding a community, especially when working remotely, is vital to a healthy work life. This episode will give you a jump-start on finding the community that is right for you!
To learn more about Sarah, find her on LinkedIn and at ElevateCX.co!
Join the ElevateCX Slack Channel to get connected right now! Then get your tickets for the ElevateCX Denver and London events!
Books Mentioned:
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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Balancing inbox coverage with important outbox tasks can be challenging, but it's the key to improving your customer experience!
In this episode, we give tips for the best ways to schedule support coverage while allowing margin for other projects and development. We highlight the significance of allowing for deep work, taking intentional breaks from the inbox, and setting clear expectations to foster a productive, yet flexible, support environment. These dynamic approaches will create a more efficient and enjoyable support experience for both your team and your customers!
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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Brian Johnson joins Happy to Help for the second time! In this episode, we discuss training new hires! Brian and Priscilla dive into prioritizing new hire training, a recent training project, and tips for developing your own training program!
They touch on training in small teams, the importance of flexibility and adaptability in training, hands-on inbox training, personalized self-study topics, and fostering an environment where questions are celebrated!
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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What if leading with kindness could transform not only your team but also your customer relationships? Join us for our 10th episode, featuring Sarah Caminiti!
With over two decades in customer support, Sarah reveals the secrets behind compassionate leadership and how it fosters remarkable customer experiences and builds brand loyalty.
This episode is packed with practical insights for proactive leadership, the impacts of toxic work environments, and how intentional acts of kindness with your team can create a ripple effect of empathy for your customers.
Listen to Sarah's podcast, Epochal Growth, subscribe to her YouTube channel, and find more info about The Kindness Initiative at Epochal Operations!
Links mentioned in this episode:
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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Cara Pacetti from Buzzsprout's success team joins us to discuss how to seamlessly integrate after-hours customer support into your business without hiring more employees or burning out your team!
From expanding support hours to include weekends and evenings, managing the unique challenges of small teams, and how rotating responsibilities can prevent burnout and foster teamwork, this episode breaks down everything you need to know about extending customer support! Check it out, and let us know what you think!
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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Megan Nelson from the Buzzsprout Podcaster Success Team joins us to discuss the art of working with angry customers without losing your cool. In this episode, we give you actionable strategies that will not only help you handle tough situations with grace, but also elevate your customer support experience to new heights!
Learn how to maintain calm, set boundaries, and resolve issues with empathy and professionalism!
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 have Buzzsprout co-founder, Kevin Finn, on to walk us through the evolution of Buzzsprout support.
From the humble beginnings of a shared Gmail inbox where customer feedback directly impacted the platform's future, to the present-day well-oiled machine of a dedicated team, this episode uncovers what happened behind the scenes.
As we discuss the early challenges, Kevin highlights the fine balance between nurturing a startup and the burgeoning demands of customer care. Through the years, Buzzsprout support has transformed into a Podcaster Success team, and Kevin and Priscilla talk about what that looks like and how to navigate those changes within a growing team.
Mentioned in this episode:
Happy to Help - Episode 5: The Right Tone for Remarkable Support
Buzzcast - Episode 46: The Day Podcasts Stopped
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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Ever wondered what secret sauce goes into crafting an exceptional customer support team? Buzzsprout Co-Founder, Marshall Brown, joins us to peel back the curtain on the traits and talents that make or break the art of support.
We're sharing our hiring playbook at Buzzsprout, revealing creative interview techniques, and the importance of soft skills like patience, empathy, and effective communication. We'll share insights and stories that might have you rethinking the way you approach hiring, training, and nurturing your customer support staff!
To cap it off, we tackle a listener's tech support gripe and turn it into a teachable moment on validating customers' concerns with respect and diligence.
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
Text the show!
In this episode of "Happy to Help," we delve into setting the right tone for your support communications.
Drawing from real-world experiences and insights, we take a deep dive into the importance of defining tone for your support team, especially in written communication where every word matters. Get an exclusive behind-the-scenes look at Buzzsprout Support's tone strategies and discover practical tips for harmonizing your team's approach to tone.
Whether you're a seasoned support professional or just starting this episode offers valuable guidance on fine-tuning your support tone and knowing when adjustments are necessary to enhance customer experiences.
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
The podcast currently has 14 episodes available.
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