Claim OwnershipHappy to Help | A Customer Support Podcast
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© 2025 Happy to Help | A Customer Support Podcast
Description
If you work in customer support, if you lead a support team, or if you are looking to better the customer experience for your company, then this podcast is for you!
Happy to Help is a podcast about all things customer support brought to you by the people at Buzzsprout. Join us, on the second Tuesday of every month as Buzzsprout's Head of Podcaster Success, Priscilla Brooke dives into the world of customer support to make remarkable support the standard, not the exception!
29 Episodes
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Text the show! In this episode of Happy to Help, we dive into the pressure-filled world of customer support and why it’s time to shift from frantic reaction to intentional response. Learn how operating from a place of calm not only reduces mistakes but leads to better customer experiences, stronger team morale, and reduced burnout. With real-world examples of how urgency can derail even the best support intentions, this episode is packed with strategies to help you: Recognize the hidden costs...
Text the show! We're sitting down with Erica Clayton, CX expert and founder of Sunshine CX, to explore the strategies behind successfully managing remote customer support teams. Whether you’re leading a global CX department or onboarding your very first remote hire, this episode is packed with practical insights on: Building team culture across time zones (Erica recommends The Culture Map by Erin Meyer)Creating effective onboarding processesPreventing remote burnoutFostering social connection...
Text the show! In this episode of Happy to Help, Priscilla Brooke is joined by Buzzsprout teammate Cara Pacetti to explore the strategy behind Buzzsprout Orientations. These orientations are a live onboarding experience designed to empower new podcasters with confidence, clarity, and connection! We're breaking down: The difference between demos and orientationsHow proactive education reduces support volumeLessons learned from months of live customer sessionsThe power of human connection in di...
Text the show! How should customer support teams use AI without losing the human touch? Priscilla Brooke sits down with customer success expert Conor Pendergrast to explore the evolving role of AI in support workflows. From using AI as a smart assistant to drive efficiency, to building better customer relationships through intentional automation, Connor offers real-world examples, clear do’s and don’ts, and practical tips for teams of all sizes. Learn how to strike the balance bet...
Text the show! Customer support is just one step on a much larger path. So how do you make sure every step along your customer’s journey is intentional, seamless, and delightful? In this episode, Priscilla welcomes Doing CX Right host and customer experience expert Stacy Sherman to demystify the practice of customer journey mapping. With 25+ years of experience building connections between people and brands, Stacy breaks down how to go beyond support tickets and start crafting every phase of ...
Text the show! We’re exploring how to balance inbox work with long-term projects on a support team! Chase Clemons from 37signals returns to share how his team uses six-week cycles to manage support coverage, build new initiatives, and avoid burnout while still delivering exceptional customer service. In this episode, you’ll learn how 37signals structures their support team to thrive in both reactive and proactive work. Discover how they balance daily inbox demands with meaningful project work...
Text the show! A great knowledge base can make life easier for your customers and your support team—but where do you start? In this episode, we're joined by Mat Patterson from Help Scout to talk about building helpful, well-maintained articles that can actually eliminate repetitive support questions. Whether you’re a support team of one or leading a larger team, this episode is packed with practical advice you can put to work today! Mentioned in this episode: The Supportive Podcast & Blog...
Text the show! We're diving into the complex dynamics between customer support teams and developers. Buzzsprout Co-Founder, Tom Rossi, joins us to explain how strong communication between these groups significantly impacts product quality and customer experience. In this episode, you’ll learn how strong communication between customer support and product development fosters better teamwork, ensuring support teams stay informed and confident when changes roll out. Discover strategies for impro...
Text the show! Want to take your customer service to the next level in 2025? In this episode of Happy to Help, we’re breaking down five simple yet powerful strategies you can start using today to improve your customer service—no expensive tools or complex workflows required! Tips for leveling up your customer service: 1. Humanize Your Emails – Treat customers like real people, not ticket numbers. A little personalization goes a long way! 2. Shift Your Mindset on Problem-Solving – See cu...
Text the show! In this episode of Happy to Help, we dive into the essentials of building a thriving customer support team that’s both happy and productive! We sit down with special guest Suneet Bhatt, a leadership expert dedicated to helping people and organizations reach their full potential. Suneet shares actionable insights from his “Happy, Proud, Not Yet Satisfied” workshop, offering powerful strategies for preventing burnout, encouraging personal growth, and empowering customer sup...
Text the show! In this episode of Happy to Help, we dive into the transformative power of whole company support and its impact on product development and team processes! Special guest Kristi Ernst Thompson, Senior Technical Support Specialist at Help Scout, joins us to share how involving every department in customer support—from developers to leadership—fosters innovation, strengthens cross-team collaboration, and enhances customer satisfaction. Whether you’re part of a small startu...
Text the show! In this episode, special guest Megan Nelson joins us to dive into customer support during a crisis! Whether it’s a sudden server outage or an unexpected system issue, handling customer needs under pressure is a challenge every support team faces. Join us as we share real-life lessons from Buzzsprout’s 2021 DDoS attack, where our team went into overdrive to keep customers informed and reassured. We’ll cover essential strategies for crisis management, including how to comm...
Text the show! As the holiday season approaches, we are sharing practical tips on how to ensure customers receive timely assistance while giving your support team the chance to rest and celebrate! From flexible scheduling to balancing half-day shifts and planning early, we discuss Buzzsprout’s approach to managing customer support over the holidays and how you can apply similar strategies to your team. We hope these insights help you navigate holiday coverage without sacrificing your ...
Text the show! At ElevateCX in Denver, industry leaders, CX professionals, and customer success veterans gathered to explore the future of CX and customer satisfaction. In this episode, Priscilla and Jordan are joined by Kate Chupp to unpack key takeaways from the conference: real-world talks, case studies, and keynotes from CX leaders; the surprising role of AI-powered and AI-driven tools in customer success, customer engagement, and contact center innovation; and why community-led learning...
Text the show! We're doing a deep dive into the essential skills of writing remarkable customer support emails! Kate Chupp from the Buzzsprout Podcaster Success team joins us to discuss the balance between technical and creative writing, how empathy can be effectively conveyed through written communication, and offer practical, actionable strategies for sharpening your writing skills. If you haven't already listened to them, we recommend going back and listening to our episodes about a...
Text the show! We are diving deep into the tricky topic of customer feedback with special guest, Chase Clemons! Chase is the Head of Customer Support at 37signals and has over 15 years of experience in customer support! In this episode, Chase shares tips on effectively understanding and translating customer feedback and feature requests. You'll discover how 37signals approaches customer-driven product development, the best ways to identify the real needs behind feature requests, and t...
Text the show! 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 over a decade ago, and how it has evolved over the years. Plus, she gives us a glimpse into the upcoming Denver...
Text the show! 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 software and online scheduling tools, allowing team members to self-schedule time for outbox proje...
Text the show! 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 self-study topics, and fostering an environment where questions are celebrated! We want to hear...
Text the show! 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 insights for proactive leadership, the impacts of toxic work environments, and how intentional acts of ...
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