Podcast | Support Driven

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 […]

“I don’t think that you can call yourself a thoughtful, design focused company if there are huge chunks of the experience that you don’t put thought into.” As the designer for Q Branch, Dave talks about the product experience being more than how it looks and how it works, it also includes all of a […]

Evan shares how he sees community and how to find it. We talk about his tips for engaging the community, getting support from your bosses and hiring a community manager. We explore the overlap between community and customer support and where things are heading. Show Notes: Being part of your community as a strategic benefit […]

Getting hacked is bad news. Making all of your users reconnect to Twitter when you’re a social media company is the stuff nightmares are made of. Carolyn Kopprasch tells the story behind how Buffer learned about the hack and how transparency defined Buffer’s response to it. Where a lot of companies pay lip service to […]

With a fully distributed support team at Automattic, Andrew Spittle shares how they deliver happiness to users by focusing on personal happiness. We talk about the culture of trying lots of things, small failures and how it all works for a team of more than 60 support people. Show Notes: Automattic WordPress.com 24/7/365: How Distributed […]

Roland shares the origin story behind Olark and why they started doing all hands support and why they keep doing it today with more than 20 people. We talk about how all hands support contributes to the product at Olark and tips on how to get started with all hands support. Show Notes: Olark All […]

Chase shares stories about how he got started doing support at Basecamp, the company formerly known as 37signals, how he got better at writing and empathizing with people and what happens when all of the apps go down. We also talk about tips for everyone on support, running online classes and tips for remote working. […]

From the Wastes of Apathy to the Mountains of Chat Skeptics, Aaron Wheeler of Moz shares the stories behind his quests in building empathy within the company for the customer to quantifying the value of live chat and more. Using the power of metrics, wit and hard work, his stories will give you inspiration for […]

Micah shares his story about changing careers and joining Zapier as the first support person. We talk about working remotely and putting a personal touch on a very technical product. Show Notes: Zapier @micahbennett

Jeff shares how Wistia scaled support. We talk about how they used help sites, webinars, in app help and screencasts and what worked and didn’t work for them.. Show Notes: Lifting The Heavy Ass Weights of Support Wistia @jeffvincent

Joe talks about why Bombing Brain Interactive, an independent app developer, cares about customer support, what they did to improve the support experience and he offers tips on how to start improving support in your apps. Show Notes: Transcribed and edited version of this interview 360iDev – Customer Support – Building Apps for the Long […]