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Support Ops Hangoutsinactive

Publisher |: Support Ops

Media Type |: audio

Podknife tags |: Technology

Categories Via RSS |: Technology

Description
iTunes Summary

This is our weekly talk show focused on all things customer support.

A weekly podcast that helps you deliver a better support experience to your customers. This is where you'll learn to be a customer support pro.

People |: Chase Clemons (@chaseclemons),; Carolyn Kopprasch (@carokopp),; Chase Livingston (@chaselivingston),; Jeff Vincent (@jeffvincent)
Country Of Origin |: USA
Produced In |: Boston, MA /; Greenville, SC /; Nashville, TN
Frequency |: Weekly
Explicit |: No

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30 Available Episodes (30 Total) / Average duration: 00:35:56

Date Duration Most Reviewed Highest Rated

30 Available Episodes (30 Total)Average duration: 00:35:56

Dec 19, 2017

00:31:15

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 very important questions like “Is it better to be a dragon or have a pet dragon?”.

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Notes and Links

Machine Learning: New and Collected Stories
I Am Pilgrim
The Martian
An Unfinished Life
Sapiens: A Brief History of Humankind
The Five Dysfunctions of a Team
Support Driven
HelpU
Support Breakfast
support.us11.list-manage.com/subscribe?u=48fa014a63d129af8d82451e9&id=44cc859562">We Support
Elevate Summit
The Helpful Newsletter
Carolyn from Buffer – Twitter | Website
Chase L. from Automattic – Twitter | Website
Jeff from Wistia – Twitter | Website
Chase C. from Basecamp – Twitter | Website
Intro Music – “Happy Rock” from Bensound

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Dec 12, 2017

00:35:43

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 through something big outside of work, especially if you’re a newer manager. From happy moments like a new baby or a more sorrowful moment like a death in their family, it’s your job to support the team member as well as the rest of the team.

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Notes and Links

If you enjoyed this episode, Tweet about it or share some love with a review.

Dec 05, 2017

00:43:59

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 that crystal ball and talk through what we expect to happen.

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Notes and Links

intelligence-revolution-1.html">The AI Revolution: The Road to Superintelligence
That Time 2 Bots Were Talking, and Bank of America Butted In
Intro Music – “Happy Rock” from Bensound

If you enjoyed this episode, Tweet about it or share some love with a review.

Nov 28, 2017

00:40:31

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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Notes and Links

If you enjoyed this episode, Tweet about it or share some love with a review.

Nov 14, 2017

00:46:06

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 goals by using your product. Is that a smart way to split up your team when it comes to onboarding new customers?

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Notes and Links

If you enjoyed this episode, Tweet about it or share some love with a review.

Oct 24, 2017

00:32:02

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 customer in hopes of convincing them to buy.

On this episode, we’ll look at how successful the white glove approach really is.

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Notes and Links

Chelsea Stroh – Twitter | Medium
SUPCONF Fall 2017
Intro Music – “Happy Rock” from Bensound

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Oct 17, 2017

00:45:21

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 everyone.

With today’s episode, we’ll take a look at how effective those classes are and if your team should be offering them.

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Notes and Links

Alison Groves – Twitter | Instagram
Highrise
Soapbox by Wistia
Badass: Making Users Awesome
Intro Music – “Happy Rock” from Bensound

If you enjoyed this episode, Tweet about it or share some love with a review.

Oct 10, 2017

00:32:21

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 that need to both try your product and decide if they’re going to buy. How does that shift from a person to a group change your onboarding process?

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Notes and Links

Chelsea Stroh – Twitter | Medium
Mercer Smith-Looper – Twitter | Website
Intro Music – “Happy Rock” from Bensound

If you enjoyed this episode, Tweet about it or share some love with a review.

Sep 26, 2017

00:51:50

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 companies use to make sure new customers are set up for success. But how effective are those guided setup tools?

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Notes and Links

If you enjoyed this episode, Tweet about it or share some love with a review.

Sep 12, 2017

00:40:20

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 you to reach out to them?

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Notes and Links

Mo McKibbin – Twitter
Help Scout
Support Driven
Bank of America Advertisement “Portraits”
Intro Music – “Happy Rock” from Bensound

If you enjoyed this episode, Tweet about it or share some love with a review.

Dec 19 | 00:31:15

#159 – The Final (Ultimate) Episode

Dec 12 | 00:35:43

#158 – Support in both Work and Life

Dec 05 | 00:43:59

#157 – The Future of Customer Support

Nov 28 | 00:40:31

#156 – A Career in Support

Nov 14 | 00:46:06

#155 – Customer Success – Don’t Slap It On

Oct 24 | 00:32:02

#154 – White Glove Onboarding

Oct 17 | 00:45:21

# 153 – Back to School with Classes

Oct 10 | 00:32:21

#152 – I’ve Got to Onboard a Company?

Sep 26 | 00:51:50

#151 – You’re an Onboarding Wizard

Sep 12 | 00:40:20

#150 – Did You See Who Just Signed Up?

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