The Supportive
Insights, advice, support, and entertainment for people who know that customer support is about so much more than answering questions.
- Customer Service
How Kristi Created Her Own Customer Success Job
- Customer Service
5 Lessons Learned on The Supportive Season 2
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Stop Wasting Happy Customer Reviews
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Season 2 Episode 07: MacSparky
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Season 2 Episode 06: NapLab
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The Dutch Supermarket Selling Slower Service on Purpose
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Season 2 Episode 05: Young Henrys
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26 Support Tips For 2026
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How to avoid fragile knowledge in support
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Season 2 Episode 04: YNAB
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Let's call a bot a bot
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Emergency Response Tips for Support Pros
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Season 2 Episode 03: Wistia
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Sales Tips for Support Pros
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Season 2 Episode 02: ZSA
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Season 2 Episode 01: Help Scout
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Support Pros Recommend...
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Reframing AI Chatbots as Self-Service Tools
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The Not-Particularly-Weird Science of Support
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The 4 Bucket System for Support
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Noticing the Small Wins
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Air Canada’s Chatbot Walked So Cursor’s Chatbot Could Ruin
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The Supportive Podcast Wraps-Up Season 1
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Conversation Corner Live: Teacher Appreciation
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Criticism in Customer Support
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Companion Planting for Diversity in Support
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Episode 10: Inside Buzzsprout Support
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Inside Learn Something Days: The Help Scout Support Team
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Support Pros React!
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Episode 9: On Community
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Help Scout Classes: Learning to Educate at Scale
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Episode 8: On the Origin of Support with Sarah Hatter
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Leveraging Transferable Skills for a Career Change
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Episode 7: Getting Started in Support
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How Do You Manage Support During Federal Holidays?
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It's Groundhog Day in the Queue, Again
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Episode 6: Support Teams of 2028
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Data Quality: Why It’s Key To AI Support
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AI and the Race for the Light
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Conversation Corner: Making Support a Whole Company Sport
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Improving CX by Overcoming the Challenges of AI Support
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Building a Future in Support: The Demand for AI Skills
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Episode 5: Escape the Queue
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Episode 4: Greatest Mistakes in Customer Service History
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Smile, You’re in an AI Photo
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Episode 3: Secrets of a Product Manager
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Episode 2: Self-service is the future of online support
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Conversation Corner: Real Support Talk
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Between Two Borgs
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Beyond the Biscoff: Thoughts on Building Customer Loyalty
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Episode 1: The Future of AI-Enhanced Support Teams
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The Supportive Podcast
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Building Skills for the Sport of Support
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Catch Me if You Can
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First Impressions Last
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The Name of the Rose
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When Support Teams are Blamed for Product Problems
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Fears, Careers, Robot Peers: Help Scout Support Pros Talk AI
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A Very Help Scout Thanksgiving
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Four Customer Service Lessons Leaders Learned Early — and Still Call on Today
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How to Enhance Customer Service with AI Tools: Featuring Close, JustCall, & Make
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Inside Support: Q&A with Support Leader Brittany Ferguson
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Navigating Product Changes in SaaS Support
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First Impressions Are Fast Impressions
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How To Be Heard By Your Product Team
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Building Stronger Customer Relationships
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Going Off Script
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Comparing SaaS and Ecommerce Support
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Beyond Tickets: How Support Teams Impact Revenue (Featuring Litmus and Close)
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Artificial Integrity: Trust, AI, and Customer Service
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How Distributed Customer Service Teams Improve Each Other’s Skills
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How To Tell if a Company Is Really Customer-Centric
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Removing customer service accents via AI: The wrong solution to a real problem
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A Love Letter to Social Media Customer Service Pros
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Changing a Company Culture
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If Customer Service Were Really Superheroes
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Work For Customers, Not Personas
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Guiding clients to email support instead of their account managers
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Is Google's LaMDA sentient, and if so would it like a job?
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Turning support requests into customer insights
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Museum of Customer Support: Ancient Fast Food
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Teaching Analytical Reading
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How to Change Your Team’s Behavior
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Museum of Customer Support: The First Shopping Cart
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Measuring Customer Service Success More Broadly
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Encouraging Support Teams To Write Help Docs
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Fast Food vs. Fine Dining in Customer Service
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Reducing and Handling Ecommerce Shipping Cost Complaints
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Dealing With Abusive Customers
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How Support Teams Can Improve Customer Retention
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Museum of Customer Support: The World's Oldest Complaint Letter
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Writing Your Own Customer Service Recipe Book
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Terrifying Tales of Spooky Support
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Annual Planning as a New Customer Support Leader
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Visit Sea Sat, the Customer Service Restaurant
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Why Customers Ask Vague Questions (and What To Do About It)
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5 Steps Support Teams Can Take To Get Product Bugs Fixed
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The Book That Changed My Customer Service Career
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The Supportive: A Series for Service Professionals
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Small Business Customer Service Outsourcing: 4 Pitfalls to Avoid
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What Should I Include in My Cover Letter?
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Telling My Boss About My True Career Goals
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Being Pushed to Offer Service Level Agreements Too Soon
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Balancing Soft-Skills With Technical Ability
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Breaking Into SaaS Support
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The Best Role for a Second Customer Service Hire
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Avoiding Cherry-Picking in the Support Queue
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Holiday Customer Service: 6 Tips for Scaling Support Spikes
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7 Tips for Becoming a SaaS Support Professional
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COVID-19's Impact on Customer Service Volumes
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Crisis Communication Tips for Customer Service Teams
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How to Handle Customer Support During Company-Wide Events
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Should I Let My Staff Complain About Customers?
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Inside Help Scout: How We Triage Our Support Queue
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Rolling Out Weekend Support
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5 Boring Customer Service Stories
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Humanize Your Support With Data
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How to Turn Off a Support Channel Gracefully
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Why Analytical Reading Is a Must-Have Skill
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Communicating Support Successes to the Wider Company
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Support Teams and Technical Writers: A Powerful Partnership
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3 Strategies for Scaling Up to 24-Hour Customer Service
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Help Your New Hires Rock: 30/60/90-Day Reviews for Support
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How to Hire for Chat and Email Writing Skills
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The Right Way to Consolidate Your Customer Support Tools
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AI, Curiosity, and the Future of Human Customer Service
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4 Ways to Determine What Your Customer Really Needs
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Reduce Your Support Load Through Better Product Writing
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Turn Support Hunches into Usable Data for Product Teams
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Inbox Zero: The Fast, Empathetic Way to Get Your Team There
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Working Successfully in a Collaborative Support Model
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How Mailchimp Bridges the Gap Between Support and Product
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Taking Customer Service Beyond Satisfaction
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Customer Service + Marketing = Improved Customer Experience
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8 Tips for How to Approach Cross-Cultural Customer Support
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Why Your Customer Service Sucks
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What I Learned About Customer Service While Working at A Bookstore
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How Customer Support Teams Can Maximize Seasonal Downtime
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Take It or Leave It: What Help Desk Data Should You Migrate?
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How to Master Difficult Customer Service Conversations
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What My Mechanic Taught Me About Customer Service
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Taking the Right Tone With Customers
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5 People You Need On Your Customer Support Team
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How to Build and Optimize Your Customer Support Funnel
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Aligning Sales and Support for Long-Term Growth
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4 Ways to Find Meaningful Opportunities in Customer Support
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Improving Employee Retention in Customer Support
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9 Tips to Improve Your Customer Support Game
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Support, Sales, and Marketing Need to Work in Harmony
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Boost Customer Happiness with Exclamations and Emoticons
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How We Transitioned to 24-Hour Support
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Solving Problems Outside Your Domain
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5 Big Lessons Support Managers Wish They’d Learned Sooner
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Giving Great GIFs for Better Support
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Why All Hands Support Didn’t Work for Our Company
