Happy to Help | A Customer Support Podcast

Send us Fan Mail 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 o...

Send us Fan Mail Balancing real-time customer support with deeper, project-based work can feel like an impossible scheduling puzzle, but it doesn’t have to be. In this episode, we break down practical, real-world strategies for optimizing your customer support workflows and scheduling process. We explore how customer support teams can streamline inbox coverage using tools like employee scheduling...

Send us Fan Mail 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 sel...

Send us Fan Mail 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 insight...

Send us Fan Mail Should your small business stick to regular business hours or add after-hours support without burning out your team?  In this episode, Priscilla chats with support specialist Cara Pacetti about how Buzzsprout’s in-house help desk tested weekend and evening coverage without turning into a 24/7 call center or hiring a pricey after-hours call answering service. You’ll hear how we: Ch...

Send us Fan Mail 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 issu...

Send us Fan Mail 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....

Send us Fan Mail 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, an...

Send us Fan Mail In this episode of Happy to Help, we explore how your brand’s tone of voice can shape the customer experience and strengthen customer relationships. Whether you’re replying in a help desk ticket, drafting a social reply, or building an automation, tone is everything. Priscilla and Jordan walk through real-world examples and behind-the-scenes strategies from the Buzzsprout customer...

Send us Fan Mail 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 communicat...

Send us Fan Mail When perfectionism runs the show, the customer experience pays the price. In this episode, Priscilla Brooke sits down with Buzzsprout co-founder (and former frontline customer service rep) Tom Rossi to unpack why chasing “perfect” customer interactions can block great customer service, slow problem-solving, and erode customer satisfaction and what to aim for instead: mastery. You’...

Send us Fan Mail 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...

Send us Fan Mail 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 forefron...