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How do you build customer experience around support… not in spite of it?

In this *Greatest Hits* episode of CX Passport, Sarah Hatter shares insights from over a decade of championing support as a strategic pillar of CX. As the founder of ElevateCX and someone who’s worked across SaaS and startup landscapes, Sarah brings a grounded, honest take on what actually works when supporting customers.

Originally released as Episode 173, this conversation stood out for its real-world perspective, practical advice, and Sarah’s clear voice for treating support teams like the heart of the business.

CHAPTERS  

00:00  Asking permission in support conversations  

02:30  Support as a CX foundation  

05:10  Why fast responses aren’t always better  

08:45  The “escalation mindset” trap  

12:20  Training great support teams  

15:40  Mental health in support roles  

18:05  What leaders miss about burnout  

20:15  Why support should be a strategic asset  

22:45  First Class Lounge  

26:20  How ElevateCX was born

Episode resources:  

Connect with Sarah Hatter on LinkedIn: https://www.linkedin.com/in/sarahhatter  

Learn more about ElevateCX: https://www.elevatecx.co

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I'm Rick Denton and I believe the best meals are served outside and require a passport.