The Supportive

Season 2 Episode 02: ZSA
The Supportive
Season 2 Episode 02: ZSA
Season 2 Episode 01: Help Scout
The Supportive
Season 2 Episode 01: Help Scout
Support Pros Recommend...
The Supportive
Support Pros Recommend...
Reframing AI Chatbots as Self-Service Tools
The Supportive
Reframing AI Chatbots as Self-Service Tools
The Not-Particularly-Weird Science of Support
The Supportive
The Not-Particularly-Weird Science of Support
The 4 Bucket System for Support
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The 4 Bucket System for Support
Noticing the Small Wins
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Noticing the Small Wins
Air Canada’s Chatbot Walked So Cursor’s Chatbot Could Ruin
The Supportive
Air Canada’s Chatbot Walked So Cursor’s Chatbot Could Ruin
The Supportive Podcast Wraps-Up Season 1
The Supportive
The Supportive Podcast Wraps-Up Season 1
Live Event
Conversation Corner Live: Teacher Appreciation
The Supportive
Conversation Corner Live: Teacher Appreciation
Criticism in Customer Support
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Criticism in Customer Support
Companion Planting for Diversity in Support
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Companion Planting for Diversity in Support
Episode 10: Inside Buzzsprout Support
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Episode 10: Inside Buzzsprout Support
Inside Learn Something Days: The Help Scout Support Team
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Inside Learn Something Days: The Help Scout Support Team
1:02:43
Support Pros React!
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Support Pros React!
Episode 9: On Community
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Episode 9: On Community
Help Scout Classes: Learning to Educate at Scale
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Help Scout Classes: Learning to Educate at Scale
Episode 8: On the Origin of Support with Sarah Hatter
The Supportive
Episode 8: On the Origin of Support with Sarah Hatter
Leveraging Transferable Skills for a Career Change
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Leveraging Transferable Skills for a Career Change
Episode 7: Getting Started in Support
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Episode 7: Getting Started in Support
How Do You Manage Support During Federal Holidays?
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How Do You Manage Support During Federal Holidays?
It's Groundhog Day in the Queue, Again
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It's Groundhog Day in the Queue, Again
Episode 6: Support Teams of 2028
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Episode 6: Support Teams of 2028
Data Quality: Why It’s Key To AI Support
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Data Quality: Why It’s Key To AI Support
AI and the Race for the Light
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AI and the Race for the Light
57:35
Conversation Corner: Making Support a Whole Company Sport
The Supportive
Conversation Corner: Making Support a Whole Company Sport
Improving CX by Overcoming the Challenges of AI Support
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Improving CX by Overcoming the Challenges of AI Support
Building a Future in Support: The Demand for AI Skills
The Supportive
Building a Future in Support: The Demand for AI Skills
Episode 5: Escape the Queue
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Episode 5: Escape the Queue
Episode 4: Greatest Mistakes in Customer Service History
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Episode 4: Greatest Mistakes in Customer Service History
Smile, You’re in an AI Photo
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Smile, You’re in an AI Photo
Episode 3: Secrets of a Product Manager
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Episode 3: Secrets of a Product Manager
Episode 2: Self-service is the future of online support
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Episode 2: Self-service is the future of online support
59:24
Conversation Corner: Real Support Talk
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Conversation Corner: Real Support Talk
Between Two Borgs
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Between Two Borgs
Beyond the Biscoff: Thoughts on Building Customer Loyalty
The Supportive
Beyond the Biscoff: Thoughts on Building Customer Loyalty
Episode 1: The Future of AI-Enhanced Support Teams
The Supportive
Episode 1: The Future of AI-Enhanced Support Teams
The Supportive Podcast
The Supportive
The Supportive Podcast
Building Skills for the Sport of Support
The Supportive
Building Skills for the Sport of Support
Catch Me if You Can
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Catch Me if You Can
First Impressions Last
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First Impressions Last
The Name of the Rose
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The Name of the Rose
When Support Teams are Blamed for Product Problems
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When Support Teams are Blamed for Product Problems
53:01
Fears, Careers, Robot Peers: Help Scout Support Pros Talk AI
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Fears, Careers, Robot Peers: Help Scout Support Pros Talk AI
A Very Help Scout Thanksgiving
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A Very Help Scout Thanksgiving
Four Customer Service Lessons Leaders Learned Early — and Still Call on Today
The Supportive
Four Customer Service Lessons Leaders Learned Early — and Still Call on Today
Live Event
How to Enhance Customer Service with AI Tools: Featuring Close, JustCall, & Make
The Supportive
How to Enhance Customer Service with AI Tools: Featuring Close, JustCall, & Make
Inside Support: Q&A with Support Leader Brittany Ferguson
The Supportive
Inside Support: Q&A with Support Leader Brittany Ferguson
Navigating Product Changes in SaaS Support
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Navigating Product Changes in SaaS Support
First Impressions Are Fast Impressions
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First Impressions Are Fast Impressions
How To Be Heard By Your Product Team
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How To Be Heard By Your Product Team
Building Stronger Customer Relationships
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Building Stronger Customer Relationships
Going Off Script
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Going Off Script
Comparing SaaS and Ecommerce Support
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Comparing SaaS and Ecommerce Support
44:18
Beyond Tickets: How Support Teams Impact Revenue (Featuring Litmus and Close)
The Supportive
Beyond Tickets: How Support Teams Impact Revenue (Featuring Litmus and Close)
Artificial Integrity: Trust, AI, and Customer Service
The Supportive
Artificial Integrity: Trust, AI, and Customer Service
How Distributed Customer Service Teams Improve Each Other’s Skills
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How Distributed Customer Service Teams Improve Each Other’s Skills
How To Tell if a Company Is Really Customer-Centric
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How To Tell if a Company Is Really Customer-Centric
Removing customer service accents via AI: The wrong solution to a real problem
The Supportive
Removing customer service accents via AI: The wrong solution to a real problem
A Love Letter to Social Media Customer Service Pros
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A Love Letter to Social Media Customer Service Pros
Changing a Company Culture
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Changing a Company Culture
If Customer Service Were Really Superheroes
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If Customer Service Were Really Superheroes
Work For Customers, Not Personas
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Work For Customers, Not Personas
Guiding clients to email support instead of their account managers
The Supportive
Guiding clients to email support instead of their account managers
Is Google's LaMDA sentient, and if so would it like a job?
The Supportive
Is Google's LaMDA sentient, and if so would it like a job?
Turning support requests into customer insights
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Turning support requests into customer insights
03:48
Museum of Customer Support: Ancient Fast Food
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Museum of Customer Support: Ancient Fast Food
Teaching Analytical Reading
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Teaching Analytical Reading
How to Change Your Team’s Behavior
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How to Change Your Team’s Behavior
03:51
Museum of Customer Support: The First Shopping Cart
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Museum of Customer Support: The First Shopping Cart
Measuring Customer Service Success More Broadly
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Measuring Customer Service Success More Broadly
Encouraging Support Teams To Write Help Docs
The Supportive
Encouraging Support Teams To Write Help Docs
Fast Food vs. Fine Dining in Customer Service
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Fast Food vs. Fine Dining in Customer Service
Reducing and Handling Ecommerce Shipping Cost Complaints
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Reducing and Handling Ecommerce Shipping Cost Complaints
Dealing With Abusive Customers
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Dealing With Abusive Customers
How Support Teams Can Improve Customer Retention
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How Support Teams Can Improve Customer Retention
06:27
Museum of Customer Support: The World's Oldest Complaint Letter
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Museum of Customer Support: The World's Oldest Complaint Letter
Writing Your Own Customer Service Recipe Book
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Writing Your Own Customer Service Recipe Book
Terrifying Tales of Spooky Support
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Terrifying Tales of Spooky Support
Annual Planning as a New Customer Support Leader
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Annual Planning as a New Customer Support Leader
Visit Sea Sat, the Customer Service Restaurant
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Visit Sea Sat, the Customer Service Restaurant
Why Customers Ask Vague Questions (and What To Do About It)
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Why Customers Ask Vague Questions (and What To Do About It)
5 Steps Support Teams Can Take To Get Product Bugs Fixed
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5 Steps Support Teams Can Take To Get Product Bugs Fixed
The Book That Changed My Customer Service Career
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The Book That Changed My Customer Service Career
The Supportive: A Series for Service Professionals
The Supportive
The Supportive: A Series for Service Professionals
Small Business Customer Service Outsourcing: 4 Pitfalls to Avoid
The Supportive
Small Business Customer Service Outsourcing: 4 Pitfalls to Avoid
What Should I Include in My Cover Letter?
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What Should I Include in My Cover Letter?
Telling My Boss About My True Career Goals
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Telling My Boss About My True Career Goals
Being Pushed to Offer Service Level Agreements Too Soon
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Being Pushed to Offer Service Level Agreements Too Soon
Balancing Soft-Skills With Technical Ability
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Balancing Soft-Skills With Technical Ability
Breaking Into SaaS Support
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Breaking Into SaaS Support
The Best Role for a Second Customer Service Hire
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The Best Role for a Second Customer Service Hire
Avoiding Cherry-Picking in the Support Queue
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Avoiding Cherry-Picking in the Support Queue
Holiday Customer Service: 6 Tips for Scaling Support Spikes
The Supportive
Holiday Customer Service: 6 Tips for Scaling Support Spikes
7 Tips for Becoming a SaaS Support Professional
The Supportive
7 Tips for Becoming a SaaS Support Professional
COVID-19's Impact on Customer Service Volumes
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COVID-19's Impact on Customer Service Volumes
Crisis Communication Tips for Customer Service Teams
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Crisis Communication Tips for Customer Service Teams
How to Handle Customer Support During Company-Wide Events
The Supportive
How to Handle Customer Support During Company-Wide Events
Should I Let My Staff Complain About Customers?
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Should I Let My Staff Complain About Customers?
Inside Help Scout: How We Triage Our Support Queue
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Inside Help Scout: How We Triage Our Support Queue
Rolling Out Weekend Support
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Rolling Out Weekend Support
5 Boring Customer Service Stories
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5 Boring Customer Service Stories
Humanize Your Support With Data
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Humanize Your Support With Data
How to Turn Off a Support Channel Gracefully
The Supportive
How to Turn Off a Support Channel Gracefully
Why Analytical Reading Is a Must-Have Skill
The Supportive
Why Analytical Reading Is a Must-Have Skill
Communicating Support Successes to the Wider Company
The Supportive
Communicating Support Successes to the Wider Company
Support Teams and Technical Writers: A Powerful Partnership
The Supportive
Support Teams and Technical Writers: A Powerful Partnership
3 Strategies for Scaling Up to 24-Hour Customer Service
The Supportive
3 Strategies for Scaling Up to 24-Hour Customer Service
Help Your New Hires Rock: 30/60/90-Day Reviews for Support
The Supportive
Help Your New Hires Rock: 30/60/90-Day Reviews for Support
How to Hire for Chat and Email Writing Skills
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How to Hire for Chat and Email Writing Skills
The Right Way to Consolidate Your Customer Support Tools
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The Right Way to Consolidate Your Customer Support Tools
AI, Curiosity, and the Future of Human Customer Service
The Supportive
AI, Curiosity, and the Future of Human Customer Service
4 Ways to Determine What Your Customer Really Needs
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4 Ways to Determine What Your Customer Really Needs
57:01
Reduce Your Support Load Through Better Product Writing
The Supportive
Reduce Your Support Load Through Better Product Writing
Turn Support Hunches into Usable Data for Product Teams
The Supportive
Turn Support Hunches into Usable Data for Product Teams
Inbox Zero: The Fast, Empathetic Way to Get Your Team There
The Supportive
Inbox Zero: The Fast, Empathetic Way to Get Your Team There
Live Event
Working Successfully in a Collaborative Support Model
The Supportive
Working Successfully in a Collaborative Support Model
How Mailchimp Bridges the Gap Between Support and Product
The Supportive
How Mailchimp Bridges the Gap Between Support and Product
55:48
Taking Customer Service Beyond Satisfaction
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Taking Customer Service Beyond Satisfaction
Customer Service + Marketing = Improved Customer Experience
The Supportive
Customer Service + Marketing = Improved Customer Experience
Why Support Teams Must Stake a Claim to Revenue
The Supportive
Why Support Teams Must Stake a Claim to Revenue
8 Tips for How to Approach Cross-Cultural Customer Support
The Supportive
8 Tips for How to Approach Cross-Cultural Customer Support
Why Your Customer Service Sucks
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Why Your Customer Service Sucks
What I Learned About Customer Service While Working at A Bookstore
The Supportive
What I Learned About Customer Service While Working at A Bookstore
How Customer Support Teams Can Maximize Seasonal Downtime
The Supportive
How Customer Support Teams Can Maximize Seasonal Downtime
Take It or Leave It: What Help Desk Data Should You Migrate?
The Supportive
Take It or Leave It: What Help Desk Data Should You Migrate?
How to Master Difficult Customer Service Conversations
The Supportive
How to Master Difficult Customer Service Conversations
What My Mechanic Taught Me About Customer Service
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What My Mechanic Taught Me About Customer Service
Taking the Right Tone With Customers
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Taking the Right Tone With Customers
5 People You Need On Your Customer Support Team
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5 People You Need On Your Customer Support Team
How to Build and Optimize Your Customer Support Funnel
The Supportive
How to Build and Optimize Your Customer Support Funnel
Aligning Sales and Support for Long-Term Growth
The Supportive
Aligning Sales and Support for Long-Term Growth
4 Ways to Find Meaningful Opportunities in Customer Support
The Supportive
4 Ways to Find Meaningful Opportunities in Customer Support
Improving Employee Retention in Customer Support
The Supportive
Improving Employee Retention in Customer Support
Support Teams Should Have a Seat at the ‘Adult' Table
The Supportive
Support Teams Should Have a Seat at the ‘Adult' Table
9 Tips to Improve Your Customer Support Game
The Supportive
9 Tips to Improve Your Customer Support Game
Support, Sales, and Marketing Need to Work in Harmony
The Supportive
Support, Sales, and Marketing Need to Work in Harmony
Boost Customer Happiness with Exclamations and Emoticons
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Boost Customer Happiness with Exclamations and Emoticons
How We Transitioned to 24-Hour Support
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How We Transitioned to 24-Hour Support
Track Requests to Keep Customers Coming Back
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Track Requests to Keep Customers Coming Back
Solving Problems Outside Your Domain
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Solving Problems Outside Your Domain
5 Big Lessons Support Managers Wish They’d Learned Sooner
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5 Big Lessons Support Managers Wish They’d Learned Sooner
Giving Great GIFs for Better Support
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Giving Great GIFs for Better Support
Why All Hands Support Didn’t Work for Our Company
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Why All Hands Support Didn’t Work for Our Company

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