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Support Breakfast Podcast

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United Kingdom

Language:

English


Episodes

Episode 45 | Scaling Support Teams

11/8/2017
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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
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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
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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
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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
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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
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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


Episode 39 - Building a bridge

9/27/2017
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Episode 039 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, Lisa is joined by Guest star Chelsea Stroh (Recruiterbox)to talk about how we bridging the communication gap (or chasm) between support teams and the developers who build, maintain and fix the products they support.

Duration: 00:45:10


Episode 38 - In at the Deep End

9/6/2017
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Episode 038 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 talking about how we bring new team members into our respective companies. Do we have a formal process for introducing them to the company, or to the Support team, and do we just like to throw them all in at the deep end.

Duration: 00:41:01


Episode 37 - Getting it write

8/30/2017
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Episode 037 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 featuring guest star Kelly O'Brien from Kayako. This week we’re talking about writing for support. We're always writing - emails and chat messages to customers, internal and external documentation and even slack threads within our teams and companies. How do we find the right tone and...

Duration: 00:47:06


Episode 36 - Support as a... career?

8/23/2017
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Episode 036 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 featuring guest star Mat Patterson from Helpscout. This week we’re talking about support as a career and resources for teaching support skills. How do we become great at customer support and where can we go to learn from the experiences (and mistakes!) of others. There's also an...

Duration: 00:45:18


Episode 35 - It's a process...

8/16/2017
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Episode 035 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 featuring guest star Brittany Ferguson from Fracture. This week we're talking about the processes we use and what happens when we review them. How frequently do we take a step back and look at our processes (both internal and customer-facing) and how do we communicate with customers when...

Duration: 00:54:26


Episode 34 - All Aboard!

8/9/2017
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Episode 034 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 featuring guest star Alison Groves from Highrise. This week we're talking about user onboarding. How do we introduce our customers to our product and convince them that we're worth their precious time and money?

Duration: 00:47:32


Episode 33 - Assign here please

8/2/2017
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Episode 032 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 featuring guest star Dan Feeney from Buffer. How do we assign our tickets and who owns the interaction - is it better for our customers to build a relationship with a single person or potentially receive a quicker answer by talking to more than one?

Duration: 00:37:09


Episode 30 - Dogfood? And then I found $10

6/28/2017
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Episode 030 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 talked about the concept of "dog-fooding" (ew) i.e. using your own product. Do we use our own products (aside from supporting them) and were we customers before we were employees?

Duration: 00:47:59


Episode 29 - Let's Get Organised, Organised!

6/22/2017
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Episode 028 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 couldn't organise ourselves out of a paper bag, so we scraped together three of us and decided to talk about how we structure our working day and manage our time. Irony!

Duration: 00:49:06


Episode 28 - Bonjour! Nous Sommes À Paris

6/14/2017
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Episode 028 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 headed abroad to see the sights in beautiful Paris! We left behind Conor and Nomad Sarah, but acquired another long-time Support Breakfaster Katie Oswalt (Expensify). It seemed fitting to make this week's episode about managing time zones and providing support to our increasingly...

Duration: 00:44:48


Episode 27 - Churn, Baby Churn!

6/7/2017
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Episode 027 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 a couple of members down, so Dave and Sarah deep dive into a popular support metric, Churn!

Duration: 00:47:09


Episode 26 - How do we even...?

6/1/2017
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Episode 024 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 Lisa and Dave are on their own because we've all been too busy for podcasting and they're talking about their routines and setups in a not-so-lightning "lightning" episode. See full shownotes at:

Duration: 00:45:36


Episode 25 - Squash the bugs!

5/25/2017
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Episode 024 of the Support Breakfast podcast, with Lisa Hunt (Geckoboard), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). Ft. special guest star Ethan Walfish (Salsify). This week we're talking about crushing bugs and how we manage, escalate and communicate issues with the software. See full shownotes at:

Duration: 01:01:28


Episode 24 - How To Be Remote(ly) Happy

5/17/2017
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Episode 024 of the Support Breakfast podcast, with Lisa Hunt (Moz), Sarah Ley-Hamilton (Timely), Sarah Chambers (Supported Content) Dave Chapman (Buffer) and Conor Pendergrast (Expensify). This week we're talking about being part of a distributed team doing customer support. Interesting, eh? See full shownotes at: https://supportbreakfast.com/2017/05/18/support-breakfast-podcast-episode-24-how-to-be-remotely-happy/

Duration: 00:48:09

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