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