Support Breakfast

Support Breakfast episodes:

• 04.26.2018

  Season 2 | Episode 2 | I'm Worth It

  We're back with a new season of Support Breakfast and we’re shaking things up! This season we hope to explore a wide range of Support-centric topics, share the experiences, ask difficult questions and hopefully answer them! We’re still on our...

  
• 04.12.2018

  S2 - Ep 1 | Demonstrating the value of Support

  We're back with a new season of Support Breakfast and we’re shaking things up! This season we hope to explore a wide range of Support-centric topics, share the experiences, ask difficult questions and hopefully answer them! We’re still on our...

  
• 03.22.2018

  Special Announcement

  The Support Breakfast podcast is: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) London Support Labs is happening on the 16th of May - sign up for more info, here: http://bit.ly/2GexpUK

  
• 03.01.2018

  Episode 56 | TWIL (This Week I Learned)

  Episode 56 of the Support Breakfast podcast with: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) This week we chatted about a lesson we learned, or something that we realised about ourselves, this week. [email protected] supportbreakfast.com ko-fi.com/supportbrekkie @supportbrekkie @sarahleyh @gentlethorns @davechapman @conorp

  
• 02.22.2018

  Episode 55 | Customer Personas?

  Episode 55 of the Support Breakfast podcast with: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) This week, we’re chatting about customer personas. Making decisions based on a customers behaviour, skill level or goals are often used...

  
• 02.15.2018

  Episode 54 | Self care in Support (Yaasss)

  Episode 54 of the Support Breakfast podcast with: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) You get support, you get support, everybody gets support! This week we're talking about how to support your self, because self-care is...

  
• 02.08.2018

  Episode 53 - Everybody Gets Support!

  Episode 53 of the Support Breakfast podcast with: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) You get support, you get support, everybody gets support! This week we're talking about how to handle free or "low value" customers;...

  
• 02.01.2018

  Episode 52 - Don't Fall In The Pit Of Despair

  Episode 52 of the Support Breakfast podcast with: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) This week we're talking about change management, how to help customers navigate a new feature or "improvement" and (hopefully) avoiding the...

  
• 01.25.2018

  Episode 51 - Tools of the Trade

  Episode 51 of the Support Breakfast podcast with: - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) - Lisa Hunt (Geckoboard) This week we're talking about the tools we use to support customers and the pros and cons of each. Links mentioned: * Huel: *...

  
• 01.18.2018

  Episode 50 - Reflecting And Projecting

  Episode 50 of the Support Breakfast podcast with: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) - Sarah Chambers (Supported Content) This week we're reflecting on 2017 as a year and what we’re going to do differently in...

  
• 01.16.2018

  Episode 51 - What A Tool

  Episode 51 of the Support Breakfast podcast with: - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) - Lisa Hunt (Geckoboard) This week we're talking about the tools we use to support customers and the pros and cons of each. Links mentioned: * Huel: *...

  
• 01.11.2018

  Episode 49 - Building A Community

  Episode 48 of the Support Breakfast podcast with: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) - Sarah Chambers (Supported Content) This week we're chatting about building and managing customer/partner/developer communities. Links mentioned: * Geckoboard Developer Community: https://community.geckoboard.com *...

  
• 01.04.2018

  Episode 48 - Get Out Of That Rut!

  Episode 48 of the Support Breakfast podcast with: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) - Sarah Chambers (Supported Content) This week we chatted to Abby Armada from Clubhouse about preventing yourself from getting in a rut...

  
• 11.30.2017

  Episode 47 - All By Myself

  Episode 47 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Conor Pendergrast (Expensify)and Sarah Chambers (Supported Content). This week we chatted to Ilemi Arrindell from Akkroo about life as a solo Customer Support Unicorn.

  
• 11.16.2017

  Episode 46 - All hands on deck

  Episode 46 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Conor Pendergrast (Expensify)and Sarah Chambers (Supported Content). This week we were joined by James from GoSquared to chat about "all hands" support, why it's...

  
• 11.09.2017

  Episode 45 - Scaling Support Teams

  Episode 44 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Conor Pendergrast (Expensify)and Sarah Chambers (Supported Content). This week, we talked to Andra from Zapier about scaling in support teams and retaining knowledge in...

  
• 11.02.2017

  Epsiode 44 - A Window Into Your Soul

  Episode 44 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Conor Pendergrast (Expensify)and Sarah Chambers (Supported Content). This week, we talked to Derek Honmann from Median about everything live chat. We hear a little...

  
• 10.26.2017

  Episode 43 - Everybody's gotta learn sometime

  Episode 43 of the Support Breakfast Podcast with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) and Conor Pendergrast (Expensify). This week we're joined by guest Patrick East from GitHub to discuss the skills necessary for...

  
• 10.19.2017

  Episode 42 | What's in a name?

  Episode 041 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) and Conor Pendergrast (Expensify). This week, we talked about what's in a name? Is there a difference between Customer Support...

  
• 10.12.2017

  Episode 41 | The Robots are coming!

  Episode 041 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) and Conor Pendergrast (Expensify). This week, we talked about Chatbots, and AI (Artificial Intelligence) and what all that automation means...

  
• 10.05.2017

  Episode 40 - Tag, you're it!

  Episode 040 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) and Conor Pendergrast (Expensify). This week, Kiwi Sarah and Lisa talk about tagging. How do we classify our tickets...

  
• 09.28.2017

  Episode 39 - Building a bridge

  Episode 039 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) and Conor Pendergrast (Expensify). This week, Lisa is joined by Guest star Chelsea Stroh (Recruiterbox)to talk about how we...

  
• 09.07.2017

  Episode 38 - In at the Deep End

  Episode 038 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) and Conor Pendergrast (Expensify). This week we’re talking about how we bring new team members into our respective companies....

  
• 08.31.2017

  Episode 37 - Getting it write

  Episode 037 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) and Conor Pendergrast (Expensify). This week featuring guest star Kelly O'Brien from Kayako. This week we’re talking about writing for...

  
• 08.24.2017

  Episode 36 - Support as a... career?

  Episode 036 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) and Conor Pendergrast (Expensify). This week featuring guest star Mat Patterson from Helpscout. This week we’re talking about support as...

  
• 08.17.2017

  Episode 35 - It's a process...

  Episode 035 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content)and Conor Pendergrast (Expensify). This week featuring guest star Brittany Ferguson from Fracture. This week we're talking about the processes we...

  
• 08.10.2017

  Episode 34 - All Aboard!

  Episode 034 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content)and Conor Pendergrast (Expensify). This week featuring guest star Alison Groves from Highrise. This week we're talking about user onboarding. How...

  
• 08.03.2017

  Episode 33 - Assign here please

  Episode 032 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content)and Conor Pendergrast (Expensify). This week featuring guest star Dan Feeney from Buffer. How do we assign our tickets and who...

  
• 07.27.2017

  Episode 32 - Just Say No

  Episode 032 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content)and Conor Pendergrast (Expensify). We all want to make our customers happy but this week we talk about those times when...

  
• 07.06.2017

  Episode 31 - It's not you, it's me... Or maybe it's you

  Episode 031 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content)and Conor Pendergrast (Expensify). This week talked about a great article from HelpScout on the six different types of burnout, how...

  
• 06.29.2017

  Episode 30 - Dogfood? And then I found $10

  Episode 030 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content)and Conor Pendergrast (Expensify). This week talked about the concept of "dog-fooding" (ew) i.e. using your own product. Do we use...

  
• 06.22.2017

  Episode 29 - Let's Get Organised, Organised!

  Episode 029 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content)and Conor Pendergrast (Expensify). This week we couldn't organise ourselves out of a paper bag, so we scraped together three of...

  
• 06.15.2017

  Episode 28 - Bonjour! Nous Sommes ÀParis

  Episode 028 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content)and Conor Pendergrast (Expensify). This week we headed abroad to see the sights in beautiful Paris! We left behind Conor and...

  
• 06.08.2017

  Episode 27 - Churn, Baby Churn!

  Episode 027 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content)and Conor Pendergrast (Expensify). This week we're a couple of members down, so Dave and Sarah deep dive into a popular...

  
• 06.01.2017

  Episode 26 - How do we even...?

  Episode 024 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content)and Conor Pendergrast (Expensify). This week Lisa and Dave are on their own because we've all been too busy...

  
• 05.25.2017

  Episode 25 - Squash the bugs!

  Episode 024 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). Ft. special guest star Ethan Walfish (Salsify). This week we're talking about crushing bugs and how...

  
• 05.18.2017

  Episode 24 - How To Be Remote(ly) Happy

  Episode 024 of the Support Breakfast podcast, with Lisa Hunt (Moz), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). This week we're talking about being part of a distributed team doing customer support. Interesting, eh? See...

  
• 05.11.2017

  Episode 23 - Embarking On A Career In Support

  Episode 023 of the Support Breakfast podcast, with Lisa Hunt (Moz), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). This week we're talking about how to start, or take your next step, in your support...

  
• 05.04.2017

  Episode 22 - One Skill To Rule Them All

  Episode 022 of the Support Breakfast podcast, with Lisa Hunt (Moz), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). This week we're talking about what skills we think are required for a career in Customer...

  
• 04.27.2017

  Episode 21 - Don't Feed The Trolls

  Episode 021 of the Support Breakfast podcast, with Lisa Hunt (Moz), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). This week we're talking about situations in which we may have failed our customers. We discuss...

  
• 04.20.2017

  Episode 20 - Nothing to see here

  Episode 020 of the Support Breakfast podcast, with Lisa Hunt (Moz), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). This week we sat down to record our podcast and couldn't bring ourselves to discuss the...

  
• 04.13.2017

  Episode 19 - The Breakfast (Book)Club

  Episode 019 of the Support Breakfast podcast, with Lisa Hunt (Moz), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). This week we talk about books, baby! We each select 2 books that have helped shape...

  
• 04.06.2017

  Episode 18 - Whats up, Docs?

  Episode 018 of the Support Breakfast podcast, with Lisa Hunt (Moz), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). This week we talk about everything documentation, internal, external and extraterrestrial(?!). What should you do? How...

  
• 04.06.2017

  Support Breakfast Supconf Seattle Special

  A bonus episode of the Support Breakfast podcast, with Lisa Hunt (Moz), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). Lisa reports back from her time at Supconf Seattle and talks to members of the...

  
• 03.30.2017

  Episode 17 - The WOW Factor

  Episode 017 of the Support Breakfast podcast, with Lisa Hunt (Moz), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). This week we talk about delivering happiness, or the WOW factor. How to set expectations with...

  
• 03.23.2017

  Episiode 16 - Kill Your Darlings

  Episode 016 of the Support Breakfast podcast, with Lisa Hunt (Moz), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). This week we talk about sunsetting features, killing your darlings or the euphemism of your choice...

  
• 03.16.2017

  Episode 15 - Yoghurt is Culture

  Episode 014 of the Support Breakfast podcast, with Lisa Hunt (Moz), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). This week we talk about company culture - the good, bad and the ugly! We recorded...

  
• 03.09.2017

  Episode 14 - Be Constructive With Your Feedback

  Episode 014 of the Support Breakfast podcast, with Lisa Hunt (Moz), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). This week we talk about our how to be more constructive with our feedback, as well...

  
• 03.02.2017

  Episode 13 - Metrics That Matter

  Episode 013 of the Support Breakfast podcast, with Lisa Hunt (Moz), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). This week we talk about our what metrics we use to measure our progress and which...

  
• 02.23.2017

  Episode 012 - #squadgoals

  Episode 012 of the Support Breakfast podcast, with Lisa Hunt (Moz), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). This week we talk about our personal and professional #goals and how we got into our...