Happy to Help | A Customer Support Podcast

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 Metrics shape the way support teams work, but not every metric tells the full story. In this episode, we’re joined by Meghan Gallagher, Support Operations Consultant and Founder of MG Consulting, to talk about how support teams can measure what actually matters. We discuss why common metrics like CSAT, first response time, and average handle time can be misleading when they’re used on their own, how speed-focused goals can create bad habits, and why support leaders should use...

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....

Send us Fan Mail Customer support is where every company decision eventually shows up. In this episode, we’re talking with Andrew “Coach” Rios, a customer experience and support operations leader with more than 25 years of experience building support teams at companies like Cisco, Fitbit, and Cityside Fiber. We dig into why support teams often feel overlooked, how support leaders can communicate their value to the rest of the company, and why customer insights need to be translated into the l...