Podcasts by Support Ops Hangouts
This is our weekly talk show focused on all things customer support.
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#159 – The Final (Ultimate) Episode from 2017-12-19T13:44:15
We're at our final episode, the ultimate episode if you will. Over the past few weeks, we've been collecting your questions for this rapid fire episode. So grab a coffee and listen as we dive into ...
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#158 – Support in both Work and Life from 2017-12-12T14:05:50
We're down to our final two episodes! With our penultimate episode, we're chatting about supporting your team both at work and in life. As a manager, it can be tough supporting a teammate going thr...
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#157 – The Future of Customer Support from 2017-12-05T14:12:16
With only three episodes left, we wanted to take a look into the future of customer support. Are the bots coming for our jobs? Will you be doing the same job in ten years? Let's take a look into th...
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#156 – A Career in Support from 2017-11-28T13:29:48
This week, we’re talking about customer support career paths. We all agree that a career in customer support is worthwhile. But what does that look like?
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#155 – Customer Success – Don’t Slap It On from 2017-11-14T12:35:48
We’ve seen more and more companies set up support as a reactive, first line of defence. Meanwhile, success teams don’t handle cases like that and focus instead on helping the customer achieve their...
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#154 – White Glove Onboarding from 2017-10-24T13:11:07
When it comes to customer onboarding, we've seen a growing trend of the white glove approach. Dedicated account managers, personalized training, and anything else that you can tailor to that one cu...
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# 153 – Back to School with Classes from 2017-10-17T12:48:51
Customers love online classes and demos that help get them up-to-speed on a new product. From the team side, it's often easier to host weekly trainings like this rather than individual ones for eve...
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#152 – I’ve Got to Onboard a Company? from 2017-10-10T13:18:08
Up to this point in the series, we've talked about how onboarding works when it's a single person signing up to try your product. If you're in the B2B business though, it's often a group of people ...
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#151 – You’re an Onboarding Wizard from 2017-09-26T13:19:09
Remember Clippy - the fun yet kinda irritating assistant from Microsoft? Onboarding tools have come a long way since then. There are all sorts of guided setups, wizards, tours, and more that compan...
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#150 – Did You See Who Just Signed Up? from 2017-09-12T13:15:20
We touched on a few manual options for contacting customers in the earlier episodes of this series. That made us wonder - if you notice a certain company signs up for your product, does that prompt...
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#149 – Custom Onboarding Flows from 2017-08-29T12:54:36
Most new customer onboarding flows tend to be one size fits all. Everyone who signs up goes through the same steps, receives the same emails, and gets the same advice. But is that the right approac...
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#148 – Personalized Messages to New Customers from 2017-08-22T13:27:53
It's a new series from your favorite support crew! When a customer signs up for your product, you want to give them the best onboarding experience possible. With this series, we'll take a look at b...
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#147 – A Good Manager Gives Feedback Upward from 2017-08-15T13:06:56
On the last episode, we looked at how to actively seek out feedback from your team for yourself. But what happens when it's you and your boss? With this episode, we tackle how you can give feedback...
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#146 – A Good Manager Actively Seeks Out Feedback from 2017-08-01T13:56:40
With support teams, our empathy often creates a culture of nice where it can be tough to have candid discussions. We hold our opinions back rather than risk being confrontational. But a good manage...
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#145 – A Good Manager Trains Their Replacement from 2017-07-25T12:57:48
It's rarely a good idea to bottle up all the knowledge you have that makes you a great manager. But how do we make sure others on our team are ready to step into our shoes? On this episode, we’ll ...
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#144 – A Good Manager Admits Their Mistakes from 2017-07-18T13:33:27
Everyone makes mistakes, even super managers and team leads. It's how we handle those mistakes that set good managers apart from the not-so-good ones. On this episode, we’ll look at the idea that...
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#143 – A Good Manager Helps Balance the Team’s Work/Life Schedule from 2017-06-27T13:14:21
One of the things we've been talking about at Basecamp is the idea that 40 hours is plenty of time for work. Is that enough time for your team though? And how do you make sure they stick to 40 hour...
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#142 – A Good Manager Creates Growth Paths from 2017-05-23T13:13:44
Jeff started a great conversation on the last episode around the idea of growth paths and grow-outs. We'll continue that conversation this week and look at the idea - "Regardless of seniority, ever...
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#141- A Good Manager Knows the Team’s Strengths from 2017-05-09T12:23:17
Leading a team is all about knowing the strengths and weaknesses of others on the team. It helps you to put the right people in the right roles for the project. But how do you find out the strength...
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#140 – A Good Manager Will Keep Regular 1:1s from 2017-05-02T13:28:54
Everyone talks about the power with regular 1:1s between you and your team. But are they really worth it? And how important is it go have them regularly scheduled? On this episode, we'll talk abou...
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#139 – A Good Manager Will Care Personally from 2017-04-18T12:59:21
"It's not personal, it's just business". You've heard this phrase before and maybe even said it. But is it true? On this episode, fill in the good manager question with this belief - “Regardless of...
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#138 – A Good Manager Will Listen from 2017-04-11T12:55:29
Next up in our "Every Good Manager Will..." series is an important one that often gets overlooked. Managers tend to focus on action - do this, don't do that, etc. On this episode, we talk about the...
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#137 – A Good Manager Will… from 2017-03-28T13:38:46
It's new series time here around the show. There was a great Tweet that caught my eye, both because it's a great prompt and had a great conversation thread alongside it. "Regardless of seniority,...
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#136 – Preventing Burnout from 2017-03-14T12:58:42
Camille E. Acey joins the show this week as our special guest. You might remember her from SupConf NYC back in November. We look at how burnout happens and more importantly, how you can help your t...
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#135 – The Business Value of Thank You from 2017-03-07T14:19:46
With special guest Emily Triplett Lentz on the show, we take a look at one of her recent articles over on the Help Scout site. In The ROI of Thanking Your Customers, she makes a case that something...
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#134 – Your VIP Customers from 2017-02-14T15:42:30
It's the last in our boundary series so we're focusing entirely on your customer borders. When you have customers that have been with your company forever, it's tempting to set them up with perks a...
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#133 – Protect Your Time from 2017-02-07T13:51:51
This week we're talking about one of the most important boundaries to set - your time. We look at ways to control how much time you spend on your work and how much of your time people grab for them...
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#132 – Share Often from 2017-01-31T14:23:15
If you don't have clear boundaries on when to share one's work, a person can get wrapped up in it and let it become part of them. If/when the work doesn't pan out, that person can get discouraged a...
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#131 – Social Media Boundaries from 2017-01-24T16:06:34
This week, we kick off a new series focused on boundaries. We have boundaries all around. With customers. With team members. With work itself. This series it going to look at those boundaries and h...
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#130 – Live from SUPCONF NYC from 2017-01-17T14:05:01
It's our live show from SUPCONF NYC! With it's AMA style, we tackle everything from "Do you have any advice for someone who wants to get into support with no experience?" to "What you rather be a d...
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