Support Breakfast

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 in order to get insights or a bigger picture view from them - and how do we use that information to make our support, documentation and product better or to help other teams.

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 bridging the communication gap (or chasm) between support teams and the developers who build, maintain and fix the products they support.

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. Do we have a formal process for introducing them to the company, or to the Support team, and do we just like to throw them all in at the deep end.

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 support. We're always writing - emails and chat messages to customers, internal and external documentation and even slack threads within our teams and companies. How do we find the right tone and type of language to use - especially when we don't have much to go on - and who decides which content belongs to which team?

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 a career and resources for teaching support skills. How do we become great at customer support and where can we go to learn from the experiences (and mistakes!) of others. There's also an existential crisis or two about our own levels of skill.

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 use and what happens when we review them. How frequently do we take a step back and look at our processes (both internal and customer-facing) and how do we communicate with customers when we’re making changes that will affect them?

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 do we introduce our customers to our product and convince them that we're worth their precious time and money?

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 owns the interaction - is it better for our customers to build a relationship with a single person or potentially receive a quicker answer by talking to more than one?

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 you just have to say no.

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 to recognise when you're burned out and what does it mean for your career in Support.