Customer Support Leaders

Send us Fan Mail Week 64 Topic: Startup Support Aurore Lanchart comes back after a long break, to talk about the importance of establishing tone in a startup. Support the show

Send us Fan Mail Craig believes one of the challenges with support in a startup environment is that it often begins with people who have never done support before. Here we discuss stepping into that environment as the first support leader. Support the show

Send us Fan Mail Week 64 Topic: Startup Support Zeni Bandy returns to the podcast this week, to talk about tackling support in a startup environment. Her biggest piece of advice: “Get help!” Support the show

Send us Fan Mail Specials: Fireside 16 Valentina Thoerner is a Empress in the support world, and, having moved from a support lead role at Automattic, now heads up Product at Klaus . Her official title is "Empress of Product", hence the tiara (though she assures me the truth is the other way round).  She describes herself thus: “At Klaus, I am the Empress of Product, moonlighting as Guar...

Send us Fan Mail Specials: Fireside 15 Eric Kades joins me to talk about saving our team’s time, and saving our customers’ time. Eric is the Founder of TextChat , a highly personalized live chat tool that brings the timelessness touch of human connection to the sophistication of AI technology. TextChat makes website live chat as sociable and easy as texting with a friend, so you can stop missing m...

Send us Fan Mail Specials: You’re the Host! #4 Craig questions me on collaboration with other teams! We cover everything from Product to BPO, and everything in between. I also tell an overly long story from overly long ago. Support the show

Send us Fan Mail Specials: Fireside 14 Chris Taylor returns today, having recently taken on a new business function - Customer Success - and then we fangirl/fanboy on Jira a little! Support the show

Send us Fan Mail Specials: You’re the Host! #3 Matt takes the mic from me today, and interviews me about starting in a new role. Support the show

Send us Fan Mail Specials: Fireside 13 Tadas Labudis is the CEO and Founder of Prodsight - a customer feedback intelligence platform. Tadas founded Prodsight in 2018 to help companies understand their customers and developed an AI-enabled platform that automatically tags support tickets, reviews, and other feedback. Along this journey, Tadas has helped hundreds of companies get insights from their...

Send us Fan Mail Specials: You’re the Host! #2 Recorded the week after I spoke to five leaders about Slack as a support channel, Vlad grills me on how much I learned from those conversations. Support the show

Send us Fan Mail Craig Stoss joins me again to talk about providing support through social media channels, and some of our common frustrations as customers who also happen to be support leaders.. Support the show

Send us Fan Mail Specials: You’re the Host! #1 Natalie Ruhl returns to flip the table and take over hosting an episode. She brings quite a collection of questions about challenges and seeking help.  Support the show

Send us Fan Mail Specials: Fireside 11 Sandra Thompson comes to share her significant expertise on Emotional Intelligence and its importance in our ability to serve customers.   We break EI away from Empathy, and talk about some of the elements of EI. After we finished recording, Sandra also mentioned a workshop she runs using Riders and Elephants , a brilliant resource to help businesses build em...

Send us Fan Mail Week 53: Slack Support   Mo McKibbin returns to compare the three occasions when she’s inherited Slack support and what she’s loved and hated about it each time. Support the show

Send us Fan Mail Week 53: Slack Support    Chris Jewitt tells how Klaus used to support customers through Slack, but made the decision to move away from it.  Support the show

Send us Fan Mail Week 53: Slack Support    Sean Tanos takes us from supporting humans to support robots through Slack!  Support the show

Send us Fan Mail Week 53: Slack Support Fletcher Richman joins me to talk about 'decreasing the distance' to your customers with Slack, and how it gives support some personality. Fletcher was the CEO & Cofounder of Halp , acquired by Atlassian (NASDAQ:$TEAM) in May 2020. He is currently a Sr. Manager, Product for Halp at Atlassian.   Fletcher received a Bachelor of Science in Electri...

Send us Fan Mail Week 53: Slack Support Vlad Shlosberg shares what support and success can look like on Slack. Support the show

Send us Fan Mail Looking forward to 2021! Support the show

Send us Fan Mail Week 52: Year in Review Just Charlotte this week! It’s the first day of 2021, so to conclude our review of 2020 on the podcast, let’s talk about satisfaction in an otherwise unsatisfying year.  Support the show

Send us Fan Mail Week 52: Year in Review Just Charlotte this week! How do we ensure our processes are the best they can be, and that they stick? Support the show

Send us Fan Mail Week 52: Year in Review Just Charlotte this week! This time we look at forecasting fur the future, however uncertain it may be. Support the show

Send us Fan Mail Week 52: Year in Review Just Charlotte this week! Growing pains again, or opportunities. This time, we explore how to leverage Support in revenue generation. Support the show

Send us Fan Mail Week 52: Year in Review Just Charlotte this week! Today, I look back on some of the pains of growing teams.  Support the show

Send us Fan Mail Week 51: Year in Review Just Charlotte this week! As we spend time with family and friends, I look back at when I brought podcast guests together. Support the show