Podcast | Support Driven

Our final episode of the season delves into the world of support engineering. What the heck is it, exactly? How can you make your first steps into support engineering? How can you sharpen your troubleshooting skills? All this and more, including highlights from Support Driven and a bubbly chat about seltzer. Hosts: Abby Armada (Slack: […]

This episode answers the question, “How the heck does support work with product?” You’ll get insight from our guest, Andrea Saez from ProdPad. As always, we start with some highlights from the Support Driven Slack, and then end with a discussion about our favorite summer desserts. Hosts: Abby Armada (Slack: @abby, Twitter: @mygiantrobot) Diana Potter […]

Our hosts are joined by Ethan Walfish from Salsify to talk the ins-and-outs of customer onboarding: where to begin, some major pit-falls and lessons learned. You’ll also hear some great highlights from the Support Driven Slack, as well as passionate discussions about a divisive Fall staple: pumpkin spice. Hosts: Abby Armada (Slack: @abby, Twitter: @mygiantrobot) […]

Listener Feedback Survey: https://supportdriven.typeform.com/to/nsoXqO Our hosts are joined by Kelly O’Brien and Stephen Zappia to talk about knowledge management and documentation. You’ll learn some best practices for building user documentation as well as maintaining internal documentation for your own team. Hosts: Abby Armada (Slack: @abby) Diana Potter (Slack: @dpotter) Guests: Kelly O’Brien (Slack: @kellyo) Stephen Zappia […]

Listener Feedback Survey: https://supportdriven.typeform.com/to/nsoXqO Our hosts are joined by Diego Ventura to discuss machine learning and automation. You’ll learn if robots will take your job, if you’re ready to dive into machine learning and some practical steps for getting started. Hosts: Abby Armada (Slack: @abby) Diana Potter (Slack: @dpotter) Guests: Diego Ventura (Slack: @Diego Ventura) For […]

Listener Feedback Survey: https://supportdriven.typeform.com/to/nsoXqO After covering some highlights from the last week on the Support Driven Slack, our hosts are joined by James Baldwin from Change.org and Shervin Talieh from PartnerHero to discuss outsourcing: why and when should you consider it? What does a healthy relationship with a vendor look like? How do keep your outsourced […]

Listener Feedback Survey: https://supportdriven.typeform.com/to/nsoXqO After covering some highlights from the last week on the Support Driven Slack, our hosts are joined by Cathy Childs from Rinse to discuss Ticket QA. They give some practical advice on how to begin a process for assuring quality with tickets in your organization as well as how to start that […]

After covering some highlights from the last week on the Support Driven Slack, our hosts are joined by Alison Groves and Sarah Betts to talk about self-care. They give some practical advice on how to avoid overworking and also some tips on choosing a company that values its employees’ well-being. Hosts: Abby Armada (Slack: @abby) […]

In this episode we’re discussing metrics and data with Nicholas Tang from MongoDB. And, of course, food. Links: https://www.kayako.com/blog/hiring-customer-service-representatives/ Hosts: Abby Armada (Slack: @abby) Diana Potter (Slack: @dpotter) Guests: Nicholas Tang (@Nicholas Tang) For more information on Support Driven and our Slack community, click here. Intro/Outro Music: Katsuhiko – Big Bang Jump This episode of […]

In this episode, we discuss providing B2C (business to consumer) support and how that can differ from B2B (business to business) support contexts. Also, we have a lively discussion on peanut butter and jelly sandwiches, and how to make one the correct way. We also debate whether In-N-Out has the best burgers of any chain. Hosts: […]

In this episode, we discuss hiring, culture fit, personality tests, and of course, food. Links: https://well.blogs.nytimes.com/2007/10/12/the-science-of-chicken-soup/ Hosts: Abby Armada (Slack: @abby) Diana Potter (Slack: @dpotter) Guest: Chris McCraw (Slack: @fool) For more information on Support Driven and our Slack community, click here. Intro/Outro Music: Katsuhiko – Big Bang Jump This episode of Recap is brought […]

In this episode, we discuss transitions as they relate to your career in customer support. Hosts: Abby Armada (Slack: @abby) Diana Potter (Slack: @dpotter) Andrew Spittle (Slack: @andrewspittle) Guests: Denise Twum (Slack: @awurama) Keisha Washington (Slack: @Keisha) For more information on Support Driven and our Slack community, click here. Intro/Outro Music: Katsuhiko – Big Bang […]

With 30 years in customer service, Mikael Blaisdell shares his insights into the past and on the future of the industry. Highlights: The forces driving the evolution of customer service The future of customer service Why SaaS changes everything The importance of data Show Notes: mblaisdell.com Customer Success Forum Customer Success Association

Ben shares how he got started conducting user interviews and sharing those insights with his team. Highlights: Getting started with user interviews Learning insights from talking with users Sharing results with the team Learning to do user research Show Notes: Trello @bmccormack

It’s not often we get to hear about how an online community gets started. Mercer Smith-Looper, Customer Champion and Community Moderator at Wistia, gives us the inside scoop on how the Wistia Community came to be and what it’s like to do both support and community management at the same time. Highlights: Going from idea […]

Mat Patterson, Head of Customer Support at Campaign Monitor, talks about the challenges that come with growing his team around the world and in the office. Highlights: Deciding to go remote Recruiting, interview and hiring remotely Working with remote peers Managing remotely Show Notes: Campaign Monitor Tracky Dacks @mrpatto

Mike Grafham, head of Customer Success at Yammer, shares his experiences growing his team and talking about the evolving nature of Customer Success. Highlights include: The origin of Customer Success at Yammer Deciding which customers to talk to Measuring Customer Success Building a network of customers and partners Moving from account based to activity based […]

Christa Collins, VP of Customer Care at Squarespace, shares her experiences with the challenges of growing the team from 1 to over 180 people. Highlights include: Going from Christa’s kitchen to New York City Is this a job or a career? Facing the challenges of scheduling 24/7 support Hiring and building a team in Dublin […]

Shervin Talieh, CEO of PartnerHero and formerly CEO of Drumbi, explains the problem with using post service surveys and what to do about it. Highlights include: What post service surveys are What’s the problem with them What could be done differently Getting feedback and improving the team Getting feedback from customers Show Notes: The problem […]

Heidi Craun shares how her small team supports millions of users on the mobile Expedia apps through usability testing. Highlights include: How the support team got started with usability testing Learning usability testing The different types of usability they conduct How the results of the tests influence product and support Tips on getting started with […]