Episode #24 – Rachel Andrew

This week I talk with Thanh Pham from Asian Efficiency. We look at how to prepare for a product launch when your team is still pretty small. Thanh also shares with us how his team is scaling their support while still providing a very personable customer experience.

This week I talk with Diana Potter from Customer.io. She's the first and so far only support pro on the team. We talk about how she provides a solid customer support experience despite being a solo support pro.

This week I talk with Ashley Verrill from Customer Service Investigator. We talk about the trends she's seeing from other company's customer service teams. We also touch on self-service support and how companies can get better at it.

This week I interview Micah Bennett from Zapier. We talk about how they keep a complex idea like Zapier super easy to use for customers. We also touch on how he does support as the sole support pro along with what his team thought of live chat.

This week I interview Robert Gregory from Media Temple. We talk about the acquisition of Media Temple by GoDaddy along with how the support team fielded the flood of opinions on it. Then we move into the world of gamification with examples of how Robert successfully uses it with his support team.

This week on the show, I interview Josh Pigford from Sabotage. We talk about Temper, how teams can use it to see what the customer is thinking, and how customer surveys should work in general.

This week Rachel Andrew from Perch is on the show. We talk about designing support requests out of your product. We also take a look at the data she tracks to help plan for future customer growth and how that ties back into those support cases.

Joseph Rooks is on the show this week. We talk about his experience with tech support at Virginia Tech, crafting better error messages, and how screencasts can be your best friend to help customers.

Ian Landsman and Andrey Butvo are on the show this week. It's a special join podcast with the very awesome Bootsrapped.fm. We talk customer support from the bootstrapper's perspective along with what works, what doesn't, and more.

Justin Jackson is on the show this week. We talk about designing for support while building out your product. You can’t have a great product without a great support experience.