Support Ops Podcast

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 the "right" person could pick it up. Being a gamer, there's talk of SimCity's missteps. Then United Airlines finally gets something right for a customer.

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 the "right" person could pick it up. Being a gamer, there's talk of SimCity's missteps. Then United Airlines finally gets something right for a customer.

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 at different articles and news from the customer support world. It's a different kind of episode but I think you'll like it. So hit that play button already!

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 at different articles and news from the customer support world. It's a different kind of episode but I think you'll like it. So hit that play button already!

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. While his business focuses on writers more than customer reps, he still has lots of great advice for editing all those customer emails you send every day.

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. While his business focuses on writers more than customer reps, he still has lots of great advice for editing all those customer emails you send every day.

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 others out there today. Instead of a straight SAAS model, his HelpSpot app is managed by the company itself. Enjoy!

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 others out there today. Instead of a straight SAAS model, his HelpSpot app is managed by the company itself. Enjoy!

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 not just about keeping customers happy, it's about keeping teams happy too.

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 Carter from Media Temple. My favorite part? I learn that web hosting signups is a lot like gym membership signups. Oh, and people are using Google Plus.

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 at Squarespace. She's leading a pretty big team there so she's full of advice on what does work and doesn't work.

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 good your team is, it's inevitable. I cover ideas for a solid response, the importance of practicing your plan, and ways to learn from those times your app does crash.

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 requests for help. More of those means you need to hire some more support reps. But what do you look for when you go to hire someone? In this episode, I talk about five things that you need to be watching for.

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 of supporting everyone from people new to Ubuntu to battle hardened Linux users.

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 me enough to read through an article or check out a link.