Happy to Help | A Customer Support Podcast
- Folgen
- 43
- Erscheint
- monatlich
- Letzte Folge
- 10. Nov. 2026
Über den Podcast
If you work in customer support, if you lead a support team, or if you are looking to better the customer experience for your company, then this podcast is for you!
Happy to Help is a podcast about all things customer support brought to you by the people at Buzzsprout. Join us, on the second Tuesday of every month as Buzzsprout's Head of Podcaster Success, Priscilla Brooke dives into the world of customer support to make remarkable support the standard, not the exception!
Mitwirkende
- Priscilla BrookeModeration
- Jordan BlairProduktion
Folgen 43
Customer Support Is Changing, Here's What's Next
Send us Fan MailWhat does remarkable customer support look like when the work keeps changing? As we wrap up 2026, Priscilla and Jordan revisit the conversations that challenged our assumptions, shifted our …
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What does remarkable customer support look like when the work keeps changing? As we wrap up 2026, Priscilla and Jordan revisit the conversations that challenged our assumptions, shifted our thinking about AI, and reminded us why taking care of people is still at the heart of good support.
From setting boundaries to showing your company what your team is worth, we’re sharing the lessons we’re carrying into the new year and why we’re excited to think outside the queue.
Our biggest takeaways from this year:
The changing landscape of customer support. Thoughtful AI use can give us more time for customer conversations, relationship building, and proactive support.
- Practical Uses of AI in Customer Support with Craig Stoss
- Help Articles and Writing Strategies in the Age of AI with Leslie O'Flahavan
- How Support Teams Can Prove Their Value Across the Company with Andrew "Coach" Rios
Take care of the people taking care of your customers. Faster responses mean little if the team behind them is burned out. Healthy boundaries help make remarkable support sustainable.
- Creating a Healthy Mindset in Customer Support with Sarah Caminiti
- Using Psychology to Thrive in Customer Support with Melody Wilding
Tell the story behind your support metrics. Use your team’s insights and results to communicate its value and advocate for a voice in company decisions.
Think beyond the inbox. Podcasts, in-person events, and other creative ways to connect can be part of your support offering, too.
- Podcasting As Proactive Customer Support
- Creating Meaningful Experiences Through Customer-Centered Events and Meetups
We’re taking a holiday break and will return with new episodes in early 2027! In the meantime, send us Fan Mail with the topics you’d like us to explore, the skills you want to build, or the questions you have about your future in customer support.
Thanks for spending this year with us. Now go and make someone’s day!
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
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Creating Meaningful Experiences Through Customer-Centered Events and Meetups
Send us Fan MailAs AI takes on more of the traditional work of customer support, finding meaningful ways to connect with customers is becoming even more important!In this episode, we’re joined by Buzzsprout …
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As AI takes on more of the traditional work of customer support, finding meaningful ways to connect with customers is becoming even more important!
In this episode, we’re joined by Buzzsprout Content Marketing Specialist Megan Nelson to talk about how customer events can build community, strengthen brand loyalty, and create relationships that last long after the event ends.
We look back at how Buzzsprout’s podcaster meetups have evolved from casual drinks at a conference hotel to large events and why some of our simplest meetups have been just as valuable. We also share what we’ve learned from talking with customers face-to-face, how those conversations can uncover product feedback and education gaps, and how support and marketing teams can work together to create better customer experiences.
Plus, Megan shares practical advice for planning your first customer event without turning it into a massive production.
Mentioned in this episode:
- Two Guys on a Plane: Flight Attendant Appreciation: Treats, Gifts, and What Really Matters
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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The Future of Customer Support: 6 Takeaways from Support Driven Expo
Send us Fan MailPriscilla and Buzzsprout support specialist Serena return from the Support Driven Expo in Chicago to share their biggest takeaways. From new opportunities for support professionals to the …
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Priscilla and Buzzsprout support specialist Serena return from the Support Driven Expo in Chicago to share their biggest takeaways. From new opportunities for support professionals to the importance of slowing down, we’re exploring what it looks like to grow with our industry while keeping human connection at the heart of our work.
We unpack six takeaways to help you:
- Explore how your customer support role can grow beyond answering tickets
- Find your voice in technical conversations and share your team’s perspective
- Support your teammates through challenges you can’t solve
- Manage urgency so you can make better decisions and avoid burnout
- Create a team culture where it feels safe to share ideas, experiment, and fail
- Find new ways to connect with customers as AI takes on more of the inbox
Plus, we share a few memorable customer service experiences from our trip and talk about why finding your support community can remind you just how valuable your work really is.
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Podcasting As Proactive Customer Support
Mit Cara Pacetti
Send us Fan MailWhat if your support team could answer customers’ questions before they ever submitted a ticket?In this episode, we’re joined by Cara Pacetti, host of Podcasting Q&A and a member of Buzzsprout’s …
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What if your support team could answer customers’ questions before they ever submitted a ticket?
In this episode, we’re joined by Cara Pacetti, host of Podcasting Q&A and a member of Buzzsprout’s Podcaster Success team, along with Happy to Help producer and longtime podcaster Jordan Blair. Together, we explore how businesses can use podcasting as a proactive customer support strategy for educating customers, answering recurring questions, and building trust at scale.
We look at how Buzzsprout transformed Podcasting Q&A from a marketing initiative into a customer education resource, why support inboxes are full of potential episode ideas, and how a branded podcast can give customers more than step-by-step instructions. It can also teach the strategies behind a product, service, or feature.
We also discuss the unique ability of podcasting to create authentic relationships and brand loyalty. When customers regularly hear the voices of the people behind a company, support begins to feel more personal, familiar, and approachable. Over time, listeners can even become super fans who help educate and encourage other customers.
In this episode, we cover:
- How podcasting creates proactive and scalable customer support
- Turning frequently asked questions into evergreen content
- Using educational content to prevent customer frustration
- Building customer trust and brand loyalty through audio
- Adding support elements to an existing branded podcast
- Giving support professionals creative opportunities beyond the inbox
- Choosing topics, hosts, equipment, and production roles
- Using AI to identify recurring questions and brainstorm episodes
- Starting a podcast without overthinking the technology
- Why even a limited 10-episode series can become a valuable customer resource
Resources mentioned:
- Listen to Podcasting Q&A
- Follow Buzzcast
- Listen to Buzzsprout’s How to Start a Podcast series
- Learn more about Buzzsprout Fan Mail
If this episode inspires your support team to experiment with podcasting, send us Fan Mail and tell us about it!
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Customer Support Metrics Beyond CSAT with Meghan Gallagher
Mit Meghan Gallagher
Send us Fan MailWhat should you measure when CSAT and response time don’t tell the whole story? Support operations consultant Meghan Gallagher joins us to discuss customer support metrics beyond satisfaction …
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What should you measure when CSAT and response time don’t tell the whole story? Support operations consultant Meghan Gallagher joins us to discuss customer support metrics beyond satisfaction scores and speed.
We explore recontact rate, replies to resolve, customer sentiment, and how support data can reveal opportunities to improve the customer experience.
Meghan’s key takeaways:
- Look beyond speed: Quick replies can still leave customers without useful answers.
- Investigate the context: Use changes in metrics to explore staffing, tools, and knowledge gaps.
- Connect support to business outcomes: Show how the team contributes to retention and product improvements.
In this episode, we’re joined by Meghan Gallagher, Support Operations Consultant and Founder of MG Consulting, to talk about how support teams can measure what actually matters. We discuss why common metrics like CSAT, first response time, and average handle time can be misleading when they’re used on their own, how speed-focused goals can create bad habits, and why support leaders should use data as a starting point for better conversations.
We also dig into better ways to measure support’s impact, including recontact rate, replies to resolve, customer sentiment, retention, product feedback, and team bandwidth.
Plus, Meghan shares practical advice for telling a clearer story to leadership, motivating your team without burning them out, and revisiting your metrics as your support team grows and changes.
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Help Articles and Writing Strategies in the Age of AI with Leslie O'Flahavan
Send us Fan MailWe’re talking with Leslie O’Flahavan, owner of E-WRITE and writing expert, about how customer support teams can write better help docs in the AI era!AI is changing the way customers find …
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We’re talking with Leslie O’Flahavan, owner of E-WRITE and writing expert, about how customer support teams can write better help docs in the AI era!
AI is changing the way customers find answers, but that does not mean we should forget about the humans reading those answers. Leslie explains why great knowledge base content still comes down to plain language, clear structure, and accurate information, whether the reader is a person or an AI tool pulling from your help center.
We discuss:
- How AI uses help articles
- Why outdated or vague documentation can create bigger problems faster
- Ways support teams can improve their knowledge bases
Leslie also shares practical writing tips you can use right away! These tips include how to write clearer article titles, when to use summaries, why “notes” and “read more” links can cause confusion, and how to revise your most-used articles without overwhelming your team.
So, if you write help docs, edit AI-generated support content, or manage a knowledge base, this episode will help you make your writing more useful for customers and more reliable for AI to pull from!
Links mentioned in this episode:
- Leslie's LinkedIn Profile
- E-WRITE
- Help Scout article/webinar: Why Analytical Reading Is a Must-Have Skill
- LinkedIn Learning
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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How Support Teams Can Prove Their Value Across the Company with Andrew "Coach" Rios
Mit Andrew "Coach" Rios
Send us Fan MailCustomer support is where every company decision eventually shows up.In this episode, we’re talking with Andrew “Coach” Rios, a customer experience and support operations leader with more than …
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Customer support is where every company decision eventually shows up.
In this episode, we’re talking with Andrew “Coach” Rios, a customer experience and support operations leader with more than 25 years of experience building support teams at companies like Cisco, Fitbit, and Cityside Fiber.
We dig into why support teams often feel overlooked, how support leaders can communicate their value to the rest of the company, and why customer insights need to be translated into the language other departments actually understand.
We also talk about how coaching youth sports shaped Coach Rios’s leadership style, why “winning” looks different for every support team, and how leaders can start building influence even before they officially have a seat at the table.
Plus: how to create a support report people actually read, why employee satisfaction may be the most important support metric, and why great support leaders should constantly sell, market, and advocate for their teams.
This episode is for support leaders who want their teams to be heard, respected, and integrated into the bigger picture and for support pros who know their work is about far more than answering tickets!
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Practical Uses of AI in Customer Support with Craig Stoss
Send us Fan MailIn this episode, Priscilla is joined by Craig Stoss, VP of Solutions at Kodif, to break down what AI actually looks like in a real support workflow and how teams can use it in practical …
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In this episode, Priscilla is joined by Craig Stoss, VP of Solutions at Kodif, to break down what AI actually looks like in a real support workflow and how teams can use it in practical, low-risk ways.
They dig into why AI is more than just chatbots, where it actually saves time (and where it doesn’t), and how tools like summarization, tone refinement, translations, and reporting can make day-to-day support work more efficient without sacrificing quality.
Craig also explains the biggest misconceptions about AI, including why it can’t make human judgments, what it’s genuinely bad at, and why measuring success with traditional CSAT can lead teams in the wrong direction.
Plus, they discuss:
- Common mistakes when implementing AI
- How to think about a “frustration index” instead of satisfaction scores
- The skills support professionals should start building now
This conversation is for support teams who want to use AI without losing trust with their customers, and for anyone trying to figure out where AI fits into their workflow without overcomplicating things!
Where to find Craig:
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Using Psychology to Thrive in Customer Support with Melody Wilding
Mit Melody Wilding
Send us Fan MailCustomer support comes with a real mental and emotional load.In this episode, Priscilla sits down with Melody Wilding, licensed therapist, executive coach, and host of the Psychology at Work …
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Customer support comes with a real mental and emotional load.
In this episode, Priscilla sits down with Melody Wilding, licensed therapist, executive coach, and host of the Psychology at Work podcast, to talk about how support professionals can use psychology to protect their energy, communicate with confidence, and build healthier habits without emotionally detaching from customers.
We dig into why setting boundaries often fails in the moment and why setting clear expectations works better, how to spot boundary erosion, and what the “happy to help” mindset can turn into when it becomes overfunctioning.
Melody also shares practical tools for handling frustrated customers without taking it personally and using the "broken record" technique when you need to stand your ground.
Plus: how remote work has changed rumination and workplace paranoia, why sensitivity can be a competitive advantage in support, and simple reset rituals you can use between tickets so one difficult interaction doesn’t spill into the next.
This conversation is for support pros who want to stay empathetic and protected, and for leaders who want to build a culture where sustainable support is the standard.
Where to find Melody:
Melody’s website: melodywilding.com
Podcast: Psychology at Work
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Creating a Healthy Mindset in Customer Support with Sarah Caminiti
Send us Fan MailGreat customer support starts with mindset.In this episode, we sit down with returning guest Sarah Caminiti to explore what a healthy customer support mindset actually looks like, why it matters …
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Great customer support starts with mindset.
In this episode, we sit down with returning guest Sarah Caminiti to explore what a healthy customer support mindset actually looks like, why it matters so much, and how leaders can intentionally create environments where support teams can thrive.
We talk about the difference between clearing the queue vs. "building a cathedral", why assuming positive intent is essential for long-term success in support, and how mindset directly impacts everything from customer experience to burnout and team health. Along the way, we dig into creating space to pause, fostering curiosity, celebrating small wins, and helping support professionals take ownership of their work and their careers.
This conversation is for support leaders who want stronger, healthier teams, and for frontline support pros who need a reminder that the work they do is highly skilled, deeply valuable, and worth taking pride in!
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Finding Excellent Customer Support Agents in Unlikely Places
Send us Fan MailThe best support specialists can sometimes come from the most unexpected places!We're getting into what really makes a great support team and exploring the unique, non-traditional paths …
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The best support specialists can sometimes come from the most unexpected places!
We're getting into what really makes a great support team and exploring the unique, non-traditional paths that led each member of the Buzzsprout podcaster success team to provide remarkable customer support.
You’ll hear from everyone on the Buzzsprout podcaster success team as we share the skills we developed long before we ever worked in support—skills like representation, empathy, relationship-building, communication, adaptability, and staying calm in high-pressure moments.
This episode is for anyone hiring support specialists, building a support team, or looking to transition into customer support, and wondering how their past experience fits. We talk about what to look for beyond a resume, why loving to help people matters more than years of experience, and how diverse backgrounds can create a better support team.
We’d also love to hear from you! If you’ve picked up an unexpected skill from a past job that now helps you in customer support, or if your path into support wasn’t a straight line, text us and tell us your story!
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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How Intentional Gifting Creates Loyal Customers with Sarah Betts
Mit Sarah Betts
Send us Fan MailSarah Betts, the Director of Support and Operations at Vizit, joins us to talk about one of the most joyful parts of customer experience: intentional gift giving. We dig into why humans …
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Sarah Betts, the Director of Support and Operations at Vizit, joins us to talk about one of the most joyful parts of customer experience: intentional gift giving. We dig into why humans naturally connect through gifts, how the smallest gesture can make someone feel seen, and what it looks like to build a gifting strategy that is personal, thoughtful, and realistic for your team.
Sarah shares wonderful stories from her time in the corporate gifting world, including an unforgettable moment involving an Avengers superfan CEO and a beautifully targeted gift that immediately won his attention. She walks us through what makes a gift feel genuine instead of gimmicky, when branded items can strengthen a relationship, and why timing matters just as much as the gift itself. We explore simple ways to create delightful moments even when your budget is small, from handwritten notes to quick video messages that let your sincerity shine through.
Learn how to measure the impact of gifting, what mistakes to avoid, and which tools can help you scale your efforts once you have the basics in place.
Sarah mentions some of her favorite gifting platforms, like Loop and Tie, Brilliant, Tremendous, and Sendoso. And of course, we look at Chewy, which continues to show the entire industry what beautifully executed customer delight can look like.
Where to find Sarah:
Later in the episode, Jordan and I take a moment to reflect on our second full year of Happy to Help. We look back on the incredible guests who joined us in 2025 and the big themes we explored together. It has been such a meaningful year of conversations, learning, and celebrating the craft of customer support. If you have ideas for topics or guests you want us to feature next season, tap the Text the Show link in the show notes and send them our way. We would love to hear from you.
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Turning Customers into Superfans with Brittany Hodak
Mit Brittany Hodak
Send us Fan MailHow do you turn everyday customers into passionate advocates for your brand?Brittany Hodak breaks down her SUPER Model for customer experience, shares her famous 5 A’s of an effective apology …
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How do you turn everyday customers into passionate advocates for your brand?
Brittany Hodak breaks down her SUPER Model for customer experience, shares her famous 5 A’s of an effective apology, and explains why apathy is the biggest threat to your business.
What You’ll Learn:
- Why you want customers to become superfans
- How customer apathy is the real risk to your business
- One bad touchpoint can cost years of revenue
- Brittany's SUPER Model CX playbook
- Why the Platinum Rule is much better than the Golden Rule
- How to craft a great apology
Be sure to check out Brittany's book, Creating Superfans, and her Six Weeks to Superfans Masterclass!
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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The High Cost of Urgency: Mistakes, Burnout, and Bad Customer Experiences
Send us Fan MailIn this episode of Happy to Help, we dive into the pressure-filled world of customer support and why it’s time to shift from frantic reaction to intentional response. Learn how operating from a …
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In this episode of Happy to Help, we dive into the pressure-filled world of customer support and why it’s time to shift from frantic reaction to intentional response. Learn how operating from a place of calm not only reduces mistakes but leads to better customer experiences, stronger team morale, and reduced burnout.
With real-world examples of how urgency can derail even the best support intentions, this episode is packed with strategies to help you:
- Recognize the hidden costs of urgency in the inbox
- Build a calm support culture even when customers are in crisis
- Train your team to slow down without sacrificing service
- Model healthy leadership that prioritizes quality over speed
Recommended reading: It Doesn't Have to Be Crazy at Work
Whether you’re leading a support team or answering tickets yourself, this is your permission slip to breathe, slow down, and serve better!
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Remote Support Team Management with Erica Clayton
Mit Erica Clayton
Send us Fan MailWe're sitting down with Erica Clayton, CX expert and founder of Sunshine CX, to explore the strategies behind successfully managing remote customer support teams.Whether you’re leading a …
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We're sitting down with Erica Clayton, CX expert and founder of Sunshine CX, to explore the strategies behind successfully managing remote customer support teams.
Whether you’re leading a global CX department or onboarding your very first remote hire, this episode is packed with practical insights on:
- Building team culture across time zones (Erica recommends The Culture Map by Erin Meyer)
- Creating effective onboarding processes
- Preventing remote burnout
- Fostering social connection without micromanaging
- Developing communication routines that actually work
Erica shares lessons from leading distributed support teams at companies like TuneCore and offers real-world advice on tools, processes, and leadership mindset shifts that help remote teams succeed.
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Live Demos, Orientations, and Reducing Support Tickets Through Customer Education
Mit Cara Pacetti
Send us Fan MailIn this episode of Happy to Help, Priscilla Brooke is joined by Buzzsprout teammate Cara Pacetti to explore the strategy behind Buzzsprout Orientations. These orientations are a live onboarding …
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In this episode of Happy to Help, Priscilla Brooke is joined by Buzzsprout teammate Cara Pacetti to explore the strategy behind Buzzsprout Orientations. These orientations are a live onboarding experience designed to empower new podcasters with confidence, clarity, and connection!
We're breaking down:
- The difference between demos and orientations
- How proactive education reduces support volume
- Lessons learned from months of live customer sessions
- The power of human connection in digital onboarding
- Tips for launching your own educational initiative (without burning out your team!)
If you’re a Customer Support Specialist, CX leader, or anyone thinking about proactive support, this episode will inspire you to invest in education and see measurable results in satisfaction, confidence, and reduced ticket volume!
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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The Role of AI in Customer Support with Conor Pendergrast
Send us Fan MailHow should customer support teams use AI without losing the human touch? Priscilla Brooke sits down with customer success expert Conor Pendergrast to explore the evolving role of AI in support …
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How should customer support teams use AI without losing the human touch?
Priscilla Brooke sits down with customer success expert Conor Pendergrast to explore the evolving role of AI in support workflows. From using AI as a smart assistant to drive efficiency, to building better customer relationships through intentional automation, Connor offers real-world examples, clear do’s and don’ts, and practical tips for teams of all sizes.
Learn how to strike the balance between AI tools and authentic human service, and hear why empathy, intentionality, and trust remain at the heart of excellent support even in an AI-powered world.
Learn more about Conor at CustomerSuccess.cx and subscribe to Conor's daily tips for CS!
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Journey Mapping the Customer's Experience with Stacy Sherman
Send us Fan MailCustomer support is just one step on a much larger path. So how do you make sure every step along your customer’s journey is intentional, seamless, and delightful?In this episode, Priscilla …
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Customer support is just one step on a much larger path. So how do you make sure every step along your customer’s journey is intentional, seamless, and delightful?
In this episode, Priscilla welcomes Doing CX Right host and customer experience expert Stacy Sherman to demystify the practice of customer journey mapping. With 25+ years of experience building connections between people and brands, Stacy breaks down how to go beyond support tickets and start crafting every phase of the customer experience with purpose.
Check out Stacy's book, "Transformative Experience Journey Management", her podcast "Doing CX Right," and free templates at doingcxright.com.
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Balancing Inbox Coverage and Support Projects with Chase Clemons
Mit Chase Clemons
Send us Fan MailWe’re exploring how to balance inbox work with long-term projects on a support team! Chase Clemons from 37signals returns to share how his team uses six-week cycles to manage support coverage …
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We’re exploring how to balance inbox work with long-term projects on a support team! Chase Clemons from 37signals returns to share how his team uses six-week cycles to manage support coverage, build new initiatives, and avoid burnout while still delivering exceptional customer service.
In this episode, you’ll learn how 37signals structures their support team to thrive in both reactive and proactive work. Discover how they balance daily inbox demands with meaningful project work, the benefits of hiring “managers of one,” and why project days are key to team longevity. Chase also shares how cycles promote clarity, protect focus time, and allow support pros to contribute far beyond the queue
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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How to Build and Maintain an Effective Knowledge Base with Mat Patterson
Mit Mat Patterson
Send us Fan MailA great knowledge base can make life easier for your customers and your support team—but where do you start? In this episode, we're joined by Mat Patterson from Help Scout to talk about …
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A great knowledge base can make life easier for your customers and your support team—but where do you start? In this episode, we're joined by Mat Patterson from Help Scout to talk about building helpful, well-maintained articles that can actually eliminate repetitive support questions. Whether you’re a support team of one or leading a larger team, this episode is packed with practical advice you can put to work today!
Mentioned in this episode:
- The Supportive Podcast & Blog
- Help Scout - Creating a Customer Knowledge Base
- Help Scout - Best Customer Service Software in 2025
Support in Real Life: Tech Recommendations
Get in touch with Mat:
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Communicating Effectively with Developers and Tech Support
Mit Tom Rossi
Send us Fan MailWe're diving into the complex dynamics between customer support teams and developers. Buzzsprout Co-Founder, Tom Rossi, joins us to explain how strong communication between these groups …
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We're diving into the complex dynamics between customer support teams and developers. Buzzsprout Co-Founder, Tom Rossi, joins us to explain how strong communication between these groups significantly impacts product quality and customer experience.
In this episode, you’ll learn how strong communication between customer support and product development fosters better teamwork, ensuring support teams stay informed and confident when changes roll out. Discover strategies for improving collaboration, from setting clear expectations and sharing positive feedback to involving support in feature planning and aligning release schedules.We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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5 Easy Ways to Instantly Improve Your Customer Service in 2025
Send us Fan MailWant to take your customer service to the next level in 2025? In this episode of Happy to Help, we’re breaking down five simple yet powerful strategies you can start using today to improve your …
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Want to take your customer service to the next level in 2025?
In this episode of Happy to Help, we’re breaking down five simple yet powerful strategies you can start using today to improve your customer service—no expensive tools or complex workflows required!
Tips for leveling up your customer service:
1. Humanize Your Emails – Treat customers like real people, not ticket numbers. A little personalization goes a long way!
2. Shift Your Mindset on Problem-Solving – See customer issues as exciting challenges to tackle, not just tasks to complete.
3. Optimize Your Time Out of the Queue – Use slow periods to sharpen your skills and expand your product knowledge.
4. Empower Customers with Self-Service – Proactively provide resources so customers can solve issues faster on their own.
5. Celebrate Remarkable Service – Recognize great customer interactions to build a culture of support excellence.
Whether you’re answering emails, leading a team, or building customer relationships, these five strategies will instantly improve your approach to support—making customers (and your team) happier along the way!
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Lessons from 20 Episodes of Happy to Help
Send us Fan MailAs we bid farewell to season one, we recall the invaluable lessons learned over 20 amazing episodes! Thanks to our incredible guests: Sarah Caminiti, Chase Clemons, Sarah Hatter, Kristi Ernst …
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As we bid farewell to season one, we recall the invaluable lessons learned over 20 amazing episodes!
Thanks to our incredible guests: Sarah Caminiti, Chase Clemons, Sarah Hatter, Kristi Ernst Thompson, and Suneet Bhatt. These experts shared their wisdom on leading with kindness, addressing feedback constructively, and fostering a sense of community and team support.
We'll be returning in February 2025 for season two!
Your suggestions for future topics or guests are welcome! We plan to continue providing you with actionable strategies to enhance your customer service, so if there is something you want us to discuss, let us know!We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Cultivating a Healthy Support Team with Suneet Bhatt
Mit Suneet Bhatt
Send us Fan MailIn this episode of Happy to Help, we dive into the essentials of building a thriving customer support team that’s both happy and productive! We sit down with special guest Suneet Bhatt, a …
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In this episode of Happy to Help, we dive into the essentials of building a thriving customer support team that’s both happy and productive! We sit down with special guest Suneet Bhatt, a leadership expert dedicated to helping people and organizations reach their full potential.
Suneet shares actionable insights from his “Happy, Proud, Not Yet Satisfied” workshop, offering powerful strategies for preventing burnout, encouraging personal growth, and empowering customer support teams to be their best. Learn why fostering empathy, promoting healthy work-life boundaries, and supporting personal well-being are crucial to long-term success for any support specialist.
Whether you’re a manager seeking ways to uplift your team or a customer support professional looking to create sustainable work habits, this episode will provide you with practical tips to build resilience, boost morale, and ensure your team feels truly supported.We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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How Whole Company Support Improves Products and Processes with Kristi Ernst Thompson
Mit Kristi Ernst Thompson
Send us Fan MailIn this episode of Happy to Help, we dive into the transformative power of whole company support and its impact on product development and team processes! Special guest Kristi Ernst Thompson …
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In this episode of Happy to Help, we dive into the transformative power of whole company support and its impact on product development and team processes!
Special guest Kristi Ernst Thompson, Senior Technical Support Specialist at Help Scout, joins us to share how involving every department in customer support—from developers to leadership—fosters innovation, strengthens cross-team collaboration, and enhances customer satisfaction.
Whether you’re part of a small startup or a large organization, this episode offers insights to help you connect with your customers and build better products!We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Crisis Management Tips for Customer Success Teams
Send us Fan MailIn this episode, special guest Megan Nelson joins us to dive into customer support during a crisis! Whether it’s a sudden server outage or an unexpected system issue, handling customer needs …
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In this episode, special guest Megan Nelson joins us to dive into customer support during a crisis! Whether it’s a sudden server outage or an unexpected system issue, handling customer needs under pressure is a challenge every support team faces. Join us as we share real-life lessons from Buzzsprout’s 2021 DDoS attack, where our team went into overdrive to keep customers informed and reassured.
We’ll cover essential strategies for crisis management, including how to communicate effectively with customers, coordinate with internal teams, and stay resilient as a support team.Tune in to learn how a solid crisis plan can transform a potentially negative situation into an opportunity for building trust and customer loyalty!
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Customer Support Strategies for a Stress-Free Holiday Season
Send us Fan MailAs the holiday season approaches, we are sharing practical tips on how to ensure customers receive timely assistance while giving your support team the chance to rest and celebrate!From flexible …
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As the holiday season approaches, we are sharing practical tips on how to ensure customers receive timely assistance while giving your support team the chance to rest and celebrate!
From flexible scheduling to balancing half-day shifts and planning early, we discuss Buzzsprout’s approach to managing customer support over the holidays and how you can apply similar strategies to your team.
We hope these insights help you navigate holiday coverage without sacrificing your team’s well-being or customer satisfaction!We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Elevate CX Denver Recap: Top Lessons, AI Tips, and Customer Service Week Ideas
Send us Fan MailAt ElevateCX in Denver, industry leaders, CX professionals, and customer success veterans gathered to explore the future of CX and customer satisfaction.In this episode, Priscilla and Jordan are …
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At ElevateCX in Denver, industry leaders, CX professionals, and customer success veterans gathered to explore the future of CX and customer satisfaction.
In this episode, Priscilla and Jordan are joined by Kate Chupp to unpack key takeaways from the conference: real-world talks, case studies, and keynotes from CX leaders; the surprising role of AI-powered and AI-driven tools in customer success, customer engagement, and contact center innovation; and why community-led learning might just be the secret to a winning CX strategy.
You’ll also hear from industry experts on the ground as they share actionable insights and fresh perspectives on customer interactions, digital transformation, and what success really looks like across the customer journey. Topics like team automation, employee experience, and performance metrics were woven into every conversation, offering a fuller picture of modern customer experience leadership.
If you’re able to make it to ElevateCX in London, we highly recommend it for actionable strategies and networking opportunities.
Tools featured in this episode:Special thanks to everyone who interviewed with us at ElevateCX!
- Ashley Hayslett
- Cheryl Spriggs
- Deon Nicholas
- Kate Wilson
- Kristi Ernst Thompson
- Lance Conzett
- Mercer Smith
- Sarah Caminiti
- Sarah Hatter
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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How to Write Remarkable Emails for Customer Support
Send us Fan MailWe're doing a deep dive into the essential skills of writing remarkable customer support emails! Kate Chupp from the Buzzsprout Podcaster Success team joins us to discuss the balance …
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We're doing a deep dive into the essential skills of writing remarkable customer support emails! Kate Chupp from the Buzzsprout Podcaster Success team joins us to discuss the balance between technical and creative writing, how empathy can be effectively conveyed through written communication, and offer practical, actionable strategies for sharpening your writing skills.
If you haven't already listened to them, we recommend going back and listening to our episodes about aligning support goals and tone with your company values:Whether you’re new to customer support or a seasoned pro, this episode will provide valuable insights to help you enhance your email clarity, build stronger customer relationships, and improve your overall customer experience!
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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Strategies for Understanding and Implementing Customer Feedback with Chase Clemons
Mit Chase Clemons
Send us Fan MailWe are diving deep into the tricky topic of customer feedback with special guest, Chase Clemons! Chase is the Head of Customer Support at 37signals and has over 15 years of experience in …
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We are diving deep into the tricky topic of customer feedback with special guest, Chase Clemons! Chase is the Head of Customer Support at 37signals and has over 15 years of experience in customer support!
In this episode, Chase shares tips on effectively understanding and translating customer feedback and feature requests. You'll discover how 37signals approaches customer-driven product development, the best ways to identify the real needs behind feature requests, and the importance of open, honest communication with customers—even when the answer is “no.”
Chase also offers insights into the importance of balancing customer desires with company vision, and the role of support teams in relaying valuable feedback to product teams.Whether you’re leading a small support team or working at the front lines, this episode is packed with actionable advice on improving customer interactions, turning feedback into actionable insights, and building a stronger relationship with your customers!
Check out 37signals' products: Basecamp, HEY, and ONCE!
Links mentioned in this episode:- Rework by Jason Fried and David Heinemeier Hansson
- Jobs To Be Done with Bob Moesta
- Shape Up: Stop Running in Circles and Ship Work that Matters
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!Kapitel
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