Text the show! 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...
Jun 10, 2025•41 min•Season 2Ep. 5
Text the show! 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, t...
May 13, 2025•58 min•Season 2Ep. 4
Text the show! 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 He...
Apr 08, 2025•46 min•Season 2Ep. 3
Text the show! 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...
Mar 11, 2025•1 hr 5 min•Season 2Ep. 2
Text the show! 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 is...
Feb 11, 2025•41 min•Season 2Ep. 1
Text the show! 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 pla...
Dec 24, 2024•14 min
Text the show! 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 ...
Dec 10, 2024•48 min•Season 1Ep. 20
Text the show! 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 la...
Nov 26, 2024•41 min•Season 1Ep. 19
Text the show! 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 e...
Nov 12, 2024•53 min•Season 1Ep. 18
Text the show! 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...
Oct 29, 2024•49 min•Season 1Ep. 17
Text the show! This week we are recapping our time at the ElevateCX Conference in Denver! Kate Chupp joins us to discuss some of our main takeaways from our time at ElevateCX! In this episode, we'll discuss specific talks from the event, why ElevateCX doesn't feel like your typical work conference, and how our time in Denver inspired us to continue providing remarkable support experiences for our customers. Plus, you'll hear directly from support professionals as they share their advice, softwar...
Oct 15, 2024•48 min•Season 1Ep. 16
Text the show! 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 su...
Oct 01, 2024•45 min•Season 1Ep. 15
Text the show! 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 importa...
Sep 17, 2024•51 min•Season 1Ep. 14
Text the show! We’re thrilled to have Sarah Hatter, the brilliant mind behind ElevateCX , on today's episode to discuss the importance of community in customer support and give us a sneak peek into ElevateCX's upcoming events! We discuss all things community, from the importance of finding your people to ways to get connected virtually! Sarah shares why she decided to start ElevateCX over a decade ago, and how it has evolved over the years. Plus, she gives us a glimpse into the upcoming Denver a...
Sep 03, 2024•1 hr 13 min•Season 1Ep. 13
Text the show! Balancing inbox coverage with important outbox tasks can be challenging, but it's the key to improving your customer experience! In this episode, we give tips for the best ways to schedule support coverage while allowing margin for other projects and development. We highlight the significance of allowing for deep work, taking intentional breaks from the inbox, and setting clear expectations to foster a productive, yet flexible, support environment. These dynamic approaches will cr...
Aug 20, 2024•48 min•Season 1Ep. 12
Text the show! Brian Johnson joins Happy to Help for the second time! In this episode, we discuss training new hires! Brian and Priscilla dive into prioritizing new hire training, a recent training project, and tips for developing your own training program! They touch on training in small teams, the importance of flexibility and adaptability in training, hands-on inbox training, personalized self-study topics, and fostering an environment where questions are celebrated! We want to hear from you!...
Aug 06, 2024•55 min•Season 1Ep. 11
Text the show! What if leading with kindness could transform not only your team but also your customer relationships? Join us for our 10th episode, featuring Sarah Caminiti ! With over two decades in customer support, Sarah reveals the secrets behind compassionate leadership and how it fosters remarkable customer experiences and builds brand loyalty. This episode is packed with practical insights for proactive leadership, the impacts of toxic work environments, and how intentional acts of kindne...
Jul 23, 2024•55 min•Season 1Ep. 10
Text the show! Cara Pacetti from Buzzsprout's success team joins us to discuss how to seamlessly integrate after-hours customer support into your business without hiring more employees or burning out your team! From expanding support hours to include weekends and evenings, managing the unique challenges of small teams, and how rotating responsibilities can prevent burnout and foster teamwork, this episode breaks down everything you need to know about extending customer support! Check it out, and...
Jul 09, 2024•49 min•Season 1Ep. 9
Text the show! Megan Nelson from the Buzzsprout Podcaster Success Team joins us to discuss the art of working with angry customers without losing your cool. In this episode, we give you actionable strategies that will not only help you handle tough situations with grace, but also elevate your customer support experience to new heights! Learn how to maintain calm, set boundaries, and resolve issues with empathy and professionalism! We want to hear from you! Share your support stories and question...
Jun 25, 2024•47 min•Season 1Ep. 8
Text the show! In this episode of "Happy to Help", we have Buzzsprout co-founder, Kevin Finn, on to walk us through the evolution of Buzzsprout support. From the humble beginnings of a shared Gmail inbox where customer feedback directly impacted the platform's future, to the present-day well-oiled machine of a dedicated team, this episode uncovers what happened behind the scenes. As we discuss the early challenges, Kevin highlights the fine balance between nurturing a startup and the burgeoning ...
Jun 11, 2024•52 min•Season 1Ep. 7
Text the show! Ever wondered what secret sauce goes into crafting an exceptional customer support team? Buzzsprout Co-Founder, Marshall Brown, joins us to peel back the curtain on the traits and talents that make or break the art of support. We're sharing our hiring playbook at Buzzsprout, revealing creative interview techniques, and the importance of soft skills like patience, empathy, and effective communication. We'll share insights and stories that might have you rethinking the way you appro...
May 28, 2024•59 min•Season 1Ep. 6
Text the show! In this episode of "Happy to Help," we delve into setting the right tone for your support communications. Drawing from real-world experiences and insights, we take a deep dive into the importance of defining tone for your support team, especially in written communication where every word matters. Get an exclusive behind-the-scenes look at Buzzsprout Support's tone strategies and discover practical tips for harmonizing your team's approach to tone. Whether you're a seasoned support...
May 14, 2024•42 min•Season 1Ep. 5
Text the show! On this episode of Happy to Help, we unpack why your support team should have strategic communication goals and how to set them. Setting pillars (or goals) for your support helps inform the message and ideas you convey with every customer interaction. We'll guide you through the process of identifying realistic goals that align with your company values, and how to communicate those goals with your team. Then we discuss the importance of reviewing work to make sure it aligns with y...
Apr 30, 2024•42 min•Season 1Ep. 4
Text the show! Embrace imperfection in customer support as Tom Rossi, co-founder and developer at Buzzsprout, joins me to discuss how the quest for flawless customer interactions could actually stifle genuine connection, prevent mastery in your job, and hinder effective customer service. Learn how the occasional stumble can fortify customer relationships and admitting our blunders not only wins the hearts of customers but also paves the way for a more transparent and humble support experience. W...
Apr 16, 2024•43 min•Season 1Ep. 3
Text the show! Empathy isn't just a buzzword within customer support—it's a vital tool that we can use as customer support specialists to connect with your customers. On this episode of Happy to Help, Brian Johnson from the Buzzsprout Support team joins Priscilla to talk about the power that Empathy has when supporting customers. Brian's hospitality background at Chick-fil-A gives him some great insight into how personal connection can build brand loyalty. During this episode, we discuss empathy...
Apr 02, 2024•49 min•Season 1Ep. 2
Text the show! Welcome to the first episode of Happy to Help, a podcast about customer support from the people at Buzzsprout! Remember the last time you reached out to customer support and ended the interaction with a smile? It's a rare occurrence, but we are on a mission to make that the norm! At most companies, customer service is an afterthought, but we want to bring it to the forefront! In this podcast, we will discuss how to create customer experiences that exceed expectations, as well as h...
Feb 21, 2024•15 min•Season 1Ep. 1
