Support Driven Podcast

With 30 years in customer service, Mikael Blaisdell shares his insights into the past and on the future of the industry. Highlights: The forces driving the evolution of customer service The future of customer service Why SaaS changes everything The importance of data Show Notes: mblaisdell.com Customer Success Forum Customer Success Association

Ben shares how he got started conducting user interviews and sharing those insights with his team. Highlights: Getting started with user interviews Learning insights from talking with users Sharing results with the team Learning to do user research Show Notes: Trello @bmccormack

It’s not often we get to hear about how an online community gets started. Mercer Smith-Looper, Customer Champion and Community Moderator at Wistia, gives us the inside scoop on how the Wistia Community came to be and what it’s like to do both support and community management at the same time. Highlights: Going from idea […]

Mat Patterson, Head of Customer Support at Campaign Monitor, talks about the challenges that come with growing his team around the world and in the office. Highlights: Deciding to go remote Recruiting, interview and hiring remotely Working with remote peers Managing remotely Show Notes: Campaign Monitor Tracky Dacks @mrpatto

Mike Grafham, head of Customer Success at Yammer, shares his experiences growing his team and talking about the evolving nature of Customer Success. Highlights include: The origin of Customer Success at Yammer Deciding which customers to talk to Measuring Customer Success Building a network of customers and partners Moving from account based to activity based […]

Christa Collins, VP of Customer Care at Squarespace, shares her experiences with the challenges of growing the team from 1 to over 180 people. Highlights include: Going from Christa’s kitchen to New York City Is this a job or a career? Facing the challenges of scheduling 24/7 support Hiring and building a team in Dublin […]

Shervin Talieh, CEO of PartnerHero and formerly CEO of Drumbi, explains the problem with using post service surveys and what to do about it. Highlights include: What post service surveys are What’s the problem with them What could be done differently Getting feedback and improving the team Getting feedback from customers Show Notes: The problem […]

Heidi Craun shares how her small team supports millions of users on the mobile Expedia apps through usability testing. Highlights include: How the support team got started with usability testing Learning usability testing The different types of usability they conduct How the results of the tests influence product and support Tips on getting started with […]

Kathleen Rouse shares how she uses stories to help her customers reach success at Yammer and Findly. We cover how to use stories and how to get better at it. We talk about training a team on the Anecdote Storytelling Framework and the value of a common framework. Show Notes: Storytelling at Yammer Elements of […]

“What if you could use customer support proactively to create wow experiences.” Nick Francis shares stories from the early days of Help Scout. Stories about doing support, talking with early customers to guide the product and bending over backwards to create wow moments. Nick talks about reaching out to customers with proactive support to help […]