Happy to Help | A Customer Support Podcast

Send us Fan Mail As AI takes on more of the traditional work of customer support, finding meaningful ways to connect with customers is becoming even more important! In this episode, we’re joined by Buzzsprout Content Marketing Specialist Megan Nelson to talk about how customer events can build community, strengthen brand loyalty, and create relationships that last long after the event ends. We look back at how Buzzsprout’s podcaster meetups have evolved from casual drinks at a conference hote...

Send us Fan Mail Priscilla and Buzzsprout support specialist Serena return from the Support Driven Expo in Chicago to share their biggest takeaways. From new opportunities for support professionals to the importance of slowing down, we’re exploring what it looks like to grow with our industry while keeping human connection at the heart of our work. We unpack six takeaways to help you: Explore how your customer support role can grow beyond answering ticketsFind your voice in technical conversa...

Send us Fan Mail What if your support team could answer customers’ questions before they ever submitted a ticket? In this episode, we’re joined by Cara Pacetti, host of Podcasting Q&A and a member of Buzzsprout’s Podcaster Success team, along with Happy to Help producer and longtime podcaster Jordan Blair. Together, we explore how businesses can use podcasting as a proactive customer support strategy for educating customers, answering recurring questions, and building trust at scale. We l...

Send us Fan Mail What should you measure when CSAT and response time don’t tell the whole story? Support operations consultant Meghan Gallagher joins us to discuss customer support metrics beyond satisfaction scores and speed. We explore recontact rate, replies to resolve, customer sentiment, and how support data can reveal opportunities to improve the customer experience. Meghan’s key takeaways: Look beyond speed: Quick replies can still leave customers without useful answers.Investigate the...

Send us Fan Mail We’re talking with Leslie O’Flahavan, owner of E-WRITE and writing expert, about how customer support teams can write better help docs in the AI era! AI is changing the way customers find answers, but that does not mean we should forget about the humans reading those answers. Leslie explains why great knowledge base content still comes down to plain language, clear structure, and accurate information, whether the reader is a person or an AI tool pulling from your help center....