Support Ops Hangouts

Support Ops Hangouts


Latest Episodes

#159 – The Final (Ultimate) Episode
December 19, 2017

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 dra...

#158 – Support in both Work and Life
December 12, 2017

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,

#157 – The Future of Customer Support
December 05, 2017

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.

#156 – A Career in Support
November 28, 2017

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?

#155 – Customer Success – Don’t Slap It On
November 14, 2017

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.

#154 – White Glove Onboarding
October 24, 2017

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.  -

# 153 – Back to School with Classes
October 17, 2017

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,

#152 – I’ve Got to Onboard a Company?
October 10, 2017

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'r...

#151 – You’re an Onboarding Wizard
September 26, 2017

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 succe...

#150 – Did You See Who Just Signed Up?
September 12, 2017

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?