Support Ops Podcast
Activity Overview
Episode publication activity over the past year
Episodes
Episode #30 – The Productive Support Pro with Thanh Pham
24 Mar 2014
Contributed by Lukas
This week I talk with Thanh Pham from Asian Efficiency. We look at how to prepare for a product launch when your team is still pretty small. Thanh al...
Episode #29 – Solo Support with Diana Potter
21 Feb 2014
Contributed by Lukas
This week I talk with Diana Potter from Customer.io. She's the first and so far only support pro on the team. We talk about how she provides a solid c...
Episode #28 – Investigating Customer Service with Ashley Verrill
27 Jan 2014
Contributed by Lukas
This week I talk with Ashley Verrill from Customer Service Investigator. We talk about the trends she's seeing from other company's customer service t...
Episode #27 – Keeping the Complex Simple with Micah Bennett
26 Nov 2013
Contributed by Lukas
This week I interview Micah Bennett from Zapier. We talk about how they keep a complex idea like Zapier super easy to use for customers. We also touch...
Episode #26 – Acquisitions and Gamification with Robert Gregory
07 Nov 2013
Contributed by Lukas
This week I interview Robert Gregory from Media Temple. We talk about the acquisition of Media Temple by GoDaddy along with how the support team field...
Episode #25 – Josh Pigford
22 Oct 2013
Contributed by Lukas
This week on the show, I interview Josh Pigford from Sabotage. We talk about Temper, how teams can use it to see what the customer is thinking, and ho...
Episode #24 – Rachel Andrew
01 Oct 2013
Contributed by Lukas
This week Rachel Andrew from Perch is on the show. We talk about designing support requests out of your product. We also take a look at the data she t...
Episode #23 – Joseph Rooks
12 Sep 2013
Contributed by Lukas
Joseph Rooks is on the show this week. We talk about his experience with tech support at Virginia Tech, crafting better error messages, and how screen...
Episode #22 – Bootstrapped Support
27 Aug 2013
Contributed by Lukas
Ian Landsman and Andrey Butvo are on the show this week. It's a special join podcast with the very awesome Bootsrapped.fm. We talk customer support fr...
Episode #21 – Designing for Support with Justin Jackson
02 Aug 2013
Contributed by Lukas
Justin Jackson is on the show this week. We talk about designing for support while building out your product. You can’t have a great product without...
Episode #20 – Planning Ahead with Jon Lane
03 Jul 2013
Contributed by Lukas
Jon Lane is on the show this week. He's part of the fantastic support team at Harvest and probably the most remote worker I've ever talked to. Hint - ...
Episode #19 – Whole Company Support with Nick Francis
19 Jun 2013
Contributed by Lukas
Nick Francis is on the show this week. As one of the co-founders of Help Scout, customer support is literally his entire business. We cover Help Scout...
Episode #18 – Tech Support With Carl Holscher
30 May 2013
Contributed by Lukas
Carl Holscher is on the show this week. We talk about tech support inside a more traditional institution like the National Institute of Health. He's s...
Episode #17 – The Power of Personality with Mike Wong
16 May 2013
Contributed by Lukas
Mike Wong from Wufoo is on the show this week. We talk about Wufoo's distinct personality and how that comes across in their support emails. Oh, and h...
Episode #16 – Customer Community with Evan Hamilton
01 May 2013
Contributed by Lukas
I've got Evan Hamilton on the show this week. We talk about keeping customers happy, engaging with the community around your product, and how differen...
Episode #15 – The First Support Hire with Adam Stacoviak Part 2
17 Apr 2013
Contributed by Lukas
Part two of the interview with Adam Stacoviak from Pure Charity. He's looking to hire his first dedicated support person. We talk about what to look f...
Episode #14 – The First Support Hire with Adam Stacoviak Part 1
12 Apr 2013
Contributed by Lukas
Adam Stacoviak from Pure Charity is on the show this week. He's looking to hire his first dedicated support person. We talk about what to look for in ...
Episode #13 – The Customer Champion with Jeff Vincent
04 Apr 2013
Contributed by Lukas
Jeff Vincent from Wistia is on the show this week. We talk about hiring new people, how programmers can work with the support team, and what happened ...
Episode #12 – Beastmode with Carolyn Kopprasch
21 Mar 2013
Contributed by Lukas
Carolyn Kopprasch from Buffer is on the show this week. We talk about what makes Buffer's customer support team rock. She gives out some great advice...
Episode #11 – Tip of the Hat and Wag of the Finger
13 Mar 2013
Contributed by Lukas
This week's episode ranges from the uproar over remote working to FedEx shipping marijuana to the wrong person. And then they gave out the address so ...
Episode #10 – Plan, Plan, Plan
26 Feb 2013
Contributed by Lukas
Chase Livingston is back for this episode. We're trying something a little different with this episode. From phone support to Twitter hacks, we look a...
Episode #9 – Sweating the Commas Interview with Jason Rehmus
15 Feb 2013
Contributed by Lukas
Jason Rehmus is on the show this week. We talk about his new business Sweating Commas along with the importance of editing your writing in general. W...
Episode #8 – From the Designer View with Ian Landsman
06 Feb 2013
Contributed by Lukas
Ian Landsman from UserScape is our guest on this episode. He gives us an inside look at designing a customer support tool a little different from othe...
Episode #7 – The Badass Unicorn
25 Jan 2013
Contributed by Lukas
We're back from winter break with Sarah Stealey on this episode. She talks about consulting with companies to train their customer contact teams. It's...
Episode #6 – The Media Temple Way
17 Dec 2012
Contributed by Lukas
Since it's the holidays, I'm throwing in an extra surprise with this one. We have not one but two great guests on this show with TJ Stein and Sara Car...
Episode #5 – Seeing it the Squarespace Way
04 Dec 2012
Contributed by Lukas
Christa Collins from Squarespace is on the show this week. We talk about her early days at Nordstrom and Gap then move into the fun part with her team...
Episode #4 – When It All Goes Wrong
19 Nov 2012
Contributed by Lukas
Your app is going to go down at some point. In this episode, we talk about what to do when that happens. And believe me, it'll happen. No matter how g...
Episode #3 – Hiring a New Person
05 Nov 2012
Contributed by Lukas
Let's talk hiring. If your product does well, you're going to get more customers. More customers mean more support emails, tweets, and general request...
Episode #2 – Interview with Chase Livingston
29 Oct 2012
Contributed by Lukas
In this episode of Support Ops, Chase and Chase, coolest named duo ever, look at how support is run over at Ubuntu One. He gives us the ins and outs o...
Episode #1 – New Podcast Show
24 Oct 2012
Contributed by Lukas
This is the very first episode of the Support Ops podcast. It's short and sweet because I wanted for us both to test the waters here. I know you trust...