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Support Breakfast Podcast

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United Kingdom

Language:

English


Episodes

Episode 54 | Self care in Support (Yaasss)

2/14/2018
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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!

2/3/2018
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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

1/31/2018
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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 50 - Reflecting And Projecting

1/17/2018
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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
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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
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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

11/23/2017
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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
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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
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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

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