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Support Breakfast

Technology Podcasts

The official feed for the Support Breakfast podcast, where a group of friends learn about how to care for your customers

The official feed for the Support Breakfast podcast, where a group of friends learn about how to care for your customers

Location:

United Kingdom

Description:

The official feed for the Support Breakfast podcast, where a group of friends learn about how to care for your customers

Language:

English


Episodes

Season 2 | Episode 2 | I'm Worth It

4/26/2018
We're back with a new season of Support Breakfast and we’re shaking things up! This season we hope to explore a wide range of Support-centric topics, share the experiences, ask difficult questions and hopefully answer them! We’re still on our own journey of discovery so there will likely be some bumps in the road - thanks for coming along for the ride. This month, we’re tackling worth and value - how to know your own worth, share what you’re doing, continually strive for excellence and...

Duration:00:38:56

S2 - Ep 1 | Demonstrating the value of Support

4/12/2018
We're back with a new season of Support Breakfast and we’re shaking things up! This season we hope to explore a wide range of Support-centric topics, share the experiences, ask difficult questions and hopefully answer them! We’re still on our own journey of discovery so there will likely be some bumps in the road - thanks for coming along for the ride. This month, we’re tackling worth and value - how to know your own worth, share what you’re doing, continually strive for excellence and...

Duration:00:35:20

Special Announcement

3/22/2018
The Support Breakfast podcast is: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) London Support Labs is happening on the 16th of May - sign up for more info, here: http://bit.ly/2GexpUK

Duration:00:02:46

Episode 56 | TWIL (This Week I Learned)

3/1/2018
Episode 56 of the Support Breakfast podcast with: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) This week we chatted about a lesson we learned, or something that we realised about ourselves, this week. hello@supportbreakfast.com supportbreakfast.com ko-fi.com/supportbrekkie @supportbrekkie @sarahleyh @gentlethorns @davechapman @conorp

Duration:00:33:09

Episode 55 | Customer Personas?

2/21/2018
Episode 55 of the Support Breakfast podcast with: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) This week, we’re chatting about customer personas. Making decisions based on a customers behaviour, skill level or goals are often used in a marketing context. Does this approach have a place in support? Links mentioned: - Diego's Instagram: https://www.instagram.com/diego_the_boston_terrier/ - Ellery Bow: https://ellerybow.com -...

Duration:00:35:16

Episode 54 | Self care in Support (Yaasss)

2/14/2018
Episode 54 of the Support Breakfast podcast with: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) You get support, you get support, everybody gets support! This week we're talking about how to support your self, because self-care is especially important for folks who are always looking out for others. We've got some tips for looking after your team mates and how to get the support you need from your manager or company....

Duration:00:42:45

Episode 53 - Everybody Gets Support!

2/8/2018
Episode 53 of the Support Breakfast podcast with: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) You get support, you get support, everybody gets support! This week we're talking about how to handle free or "low value" customers; do we do anything different and how do those customers fit in to our business and product plans. hello@supportbreakfast.com supportbreakfast.com @supportbrekkie @sarahleyh @gentlethorns @davechapman...

Duration:00:37:53

Episode 52 - Don't Fall In The Pit Of Despair

2/1/2018
Episode 52 of the Support Breakfast podcast with: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) This week we're talking about change management, how to help customers navigate a new feature or "improvement" and (hopefully) avoiding the pit of despair. Get in touch with us! hello@supportbreakfast.com www.supportbreakfast.com @supportbrekkie https://ko-fi.com/supportbrekkie Find us individually @sarahleyh @davechapman @conorp...

Duration:00:35:04

Episode 51 - Tools of the Trade

1/25/2018
Episode 51 of the Support Breakfast podcast with: - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) - Lisa Hunt (Geckoboard) This week we're talking about the tools we use to support customers and the pros and cons of each. Links mentioned: * Huel: * Ribena ad: https://www.youtube.com/watch?v=_IHF3yvSpM0 * NZ commercial with modesty leaves: https://www.youtube.com/watch?v=LqZZOb1aJEk * The origin of the Dashboard: https://en.wikipedia.org/wiki/Dashboard *...

Duration:00:47:42

Episode 50 - Reflecting And Projecting

1/17/2018
Episode 50 of the Support Breakfast podcast with: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) - Sarah Chambers (Supported Content) This week we're reflecting on 2017 as a year and what we’re going to do differently in 2018. Links mentioned: * Veganuary: https://veganuary.com * You Tried: http://i0.kym-cdn.com/photos/images/facebook/000/325/934/060.png * Ko-fi.com/supportbrekkie * Episode 16 | Kill your darlings:...

Duration:00:46:17

Episode 49 - Building A Community

1/10/2018
Episode 48 of the Support Breakfast podcast with: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) - Sarah Chambers (Supported Content) This week we're chatting about building and managing customer/partner/developer communities. Links mentioned: * Geckoboard Developer Community: https://community.geckoboard.com * Buffer Chat #bufferchat: https://buffer.com/bufferchat * Community.Expensify.com * GeckoBoard are hiring generally:...

Duration:00:32:02

Episode 48 - Get Out Of That Rut!

1/3/2018
Episode 48 of the Support Breakfast podcast with: - Lisa Hunt (Geckoboard) - Dave Chapman (Buffer) - Sarah Ley-Hamilton (Timely) - Conor Pendergrast (Expensify) - Sarah Chambers (Supported Content) This week we chatted to Abby Armada from Clubhouse about preventing yourself from getting in a rut and keeping things fresh in your support career. Links mentioned: - Clubhouse https://clubhouse.io/ - Auror https://www.auror.co/ - Camille Acey - Where To Next? Evaluating Opportunities For Growth...

Duration:00:48:52

Episode 47 - All By Myself

11/30/2017
Episode 47 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Conor Pendergrast (Expensify)and Sarah Chambers (Supported Content). This week we chatted to Ilemi Arrindell from Akkroo about life as a solo Customer Support Unicorn.

Duration:00:29:43

Episode 46 - All hands on deck

11/15/2017
Episode 46 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Conor Pendergrast (Expensify)and Sarah Chambers (Supported Content). This week we were joined by James from GoSquared to chat about "all hands" support, why it's important and how to make it work.

Duration:00:37:13

Episode 45 - Scaling Support Teams

11/8/2017
Episode 44 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Conor Pendergrast (Expensify)and Sarah Chambers (Supported Content). This week, we talked to Andra from Zapier about scaling in support teams and retaining knowledge in teams of varying sizes.

Duration:00:55:51

Epsiode 44 - A Window Into Your Soul

11/1/2017
Episode 44 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Conor Pendergrast (Expensify)and Sarah Chambers (Supported Content). This week, we talked to Derek Honmann from Median about everything live chat. We hear a little about what problem Median are trying to solve, some pros and cons of live chat, a guide to when and how to use live chat in your business, as well as some insights into starting up a business!

Duration:00:48:30

Episode 43 - Everybody's gotta learn sometime

10/25/2017
Episode 43 of the Support Breakfast Podcast with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) and Conor Pendergrast (Expensify). This week we're joined by guest Patrick East from GitHub to discuss the skills necessary for support and how to learn them.

Duration:00:54:11

Episode 42 | What's in a name?

10/18/2017
Episode 041 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) and Conor Pendergrast (Expensify). This week, we talked about what's in a name? Is there a difference between Customer Support and Customer Success? Or is Customer Support just a dirty word that we want to rid ourselves of?

Duration:00:26:48

Episode 41 | The Robots are coming!

10/11/2017
Episode 041 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) and Conor Pendergrast (Expensify). This week, we talked about Chatbots, and AI (Artificial Intelligence) and what all that automation means for our jobs. What are chatbots, how can you use them in Customer Support and what the future holds.

Duration:00:50:42

Episode 40 - Tag, you're it!

10/4/2017
Episode 040 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Dave Chapman (Buffer), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) and Conor Pendergrast (Expensify). This week, Kiwi Sarah and Lisa talk about tagging. How do we classify our tickets in order to get insights or a bigger picture view from them - and how do we use that information to make our support, documentation and product better or to help other teams.

Duration:00:36:35