Simple Ways to Add After-Hours Support

Happy to Help | A Customer Support Podcast

#MBA #Society #Business #Buzzsprout #Customer Support #Customer Service #Podcasting #Support Team #Support

33:19

What’s the secret to lasting friendships? How does queer community show up through the ebbs and flows of life? And what’s the REAL story behind the “YMCA” song? In the first episode of Silver Linings, The Old Gays dive into an essential part of queer life: chosen family. They discuss the vital love, support, and sense of belonging that community provides, especially during life's toughest moments. They open up about what “queer” means to them, how chosen family has impacted their lives, and how to maintain close bonds over time–including their love for each other! “We’ve come a long way, baby.” Family isn’t just what you’re born with; it’s the people who show up, shape you, and stick around. See omnystudio.com/listener for privacy information.…

about a year ago 48:42

MP3•Episode home

Text the show!

Cara Pacetti from Buzzsprout's success team joins us to discuss how to seamlessly integrate after-hours customer support into your business without hiring more employees or burning out your team!
From expanding support hours to include weekends and evenings, managing the unique challenges of small teams, and how rotating responsibilities can prevent burnout and foster teamwork, this episode breaks down everything you need to know about extending customer support! Check it out, and let us know what you think!

We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com!

To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!

Chapters

1. Welcome to the episode! (00:00:00)

2. Guest Intro: Cara Pacetti (00:01:01)

3. How USPS Made Cara's Day (00:02:37)

4. What "After Hours" Actually Means (00:05:52)

5. Do Your Customers Need It? (00:06:38)

6. Experimenting with Small Changes (00:13:23)

7. Tips for Effective After-Hours Support Coverage (00:20:39)

8. Scheduling to Share the Workload (00:30:05)

9. Communication & Trust with Your Team (00:36:03)

10. Support in Real Life: Denying Requests (00:41:39)

25 episodes

Simple Ways to Add After-Hours Support

Happy to Help | A Customer Support Podcast

published about a year ago

MP3•Episode home

Text the show!

We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com!

To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!

Chapters

1. Welcome to the episode! (00:00:00)

2. Guest Intro: Cara Pacetti (00:01:01)

3. How USPS Made Cara's Day (00:02:37)

4. What "After Hours" Actually Means (00:05:52)

5. Do Your Customers Need It? (00:06:38)

6. Experimenting with Small Changes (00:13:23)

7. Tips for Effective After-Hours Support Coverage (00:20:39)

8. Scheduling to Share the Workload (00:30:05)

9. Communication & Trust with Your Team (00:36:03)

10. Support in Real Life: Denying Requests (00:41:39)

25 episodes

#MBA #Society #Business #Buzzsprout #Customer Support #Customer Service #Podcasting #Support Team #Support

All episodes

1
Balancing Inbox Coverage and Support Projects with Chase Clemons 57:34

19 days ago57:34

57:34

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, the benefits of hiring “managers of one,” and why project days are key to team longevity. Chase also shares how cycles promote clarity, protect focus time, and allow support pros to contribute far beyond the queue We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

1
How to Build and Maintain an Effective Knowledge Base 46:22

8 weeks ago46:22

46:22

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 Help Scout - Creating a Customer Knowledge Base Help Scout - Best Customer Service Software in 2025 Support in Real Life: Tech Recommendations Help Scout Cleanshot Obsidian Get in touch with Mat: Help Scout Newsletter LinkedIn Bluesky We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

1
Communicating Effectively with Developers and Tech Support 1:04:44

12 weeks ago1:04:44

1:04:44

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 improving collaboration, from setting clear expectations and sharing positive feedback to involving support in feature planning and aligning release schedules. We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

1
5 Easy Ways to Instantly Improve Your Customer Service in 2025 40:34

16 weeks ago40:34

40:34

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 customer issues as exciting challenges to tackle, not just tasks to complete. 3. Optimize Your Time Out of the Queue – Use slow periods to sharpen your skills and expand your product knowledge. 4. Empower Customers with Self-Service – Proactively provide resources so customers can solve issues faster on their own. 5. Celebrate Remarkable Service – Recognize great customer interactions to build a culture of support excellence. Whether you’re answering emails, leading a team, or building customer relationships, these five strategies will instantly improve your approach to support—making customers (and your team) happier along the way! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

1
Lessons from 20 Episodes of Happy to Help 14:28

23 weeks ago14:28

14:28

Text the show! As we bid farewell to season one, we recall the invaluable lessons learned over 20 amazing episodes! Thanks to our incredible guests: Sarah Caminiti, Chase Clemons, Sarah Hatter, Kristi Ernst Thompson, and Suneet Bhatt. These experts shared their wisdom on leading with kindness, addressing feedback constructively, and fostering a sense of community and team support. We'll be returning in February 2025 for season two! Your suggestions for future topics or guests are welcome! We plan to continue providing you with actionable strategies to enhance your customer service, so if there is something you want us to discuss, let us know! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

1
Cultivating a Healthy Support Team with Suneet Bhatt 47:49

25 weeks ago47:49

47:49

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 support teams to be their best. Learn why fostering empathy, promoting healthy work-life boundaries, and supporting personal well-being are crucial to long-term success for any support specialist. Whether you’re a manager seeking ways to uplift your team or a customer support professional looking to create sustainable work habits, this episode will provide you with practical tips to build resilience, boost morale, and ensure your team feels truly supported. We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

1
How Whole Company Support Improves Products and Processes with Kristi Ernst Thompson 41:15

27 weeks ago41:15

41:15

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 startup or a large organization, this episode offers insights to help you connect with your customers and build better products! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

1
Crisis Management Tips for Customer Success Teams 52:56

29 weeks ago52:56

52:56

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 communicate effectively with customers, coordinate with internal teams, and stay resilient as a support team. Tune in to learn how a solid crisis plan can transform a potentially negative situation into an opportunity for building trust and customer loyalty! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

1
Customer Support Strategies for a Stress-Free Holiday Season 48:44

31 weeks ago48:44

48:44

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 team’s well-being or customer satisfaction! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

1
Curiosity, Community, and Casa Bonita: ElevateCX Recap 48:27

33 weeks ago48:27

48:27

Text the show! This week we are recapping our time at the ElevateCX Conference in Denver! Kate Chupp joins us to discuss some of our main takeaways from our time at ElevateCX! In this episode, we'll discuss specific talks from the event, why ElevateCX doesn't feel like your typical work conference, and how our time in Denver inspired us to continue providing remarkable support experiences for our customers. Plus, you'll hear directly from support professionals as they share their advice, software recommendations, and insights into the future of Customer Support! If you're able to make it to ElevateCX in London , we highly recommend it. Tools featured in this episode: Slack Forethought Notion Airtable Alfred Habitica Special thanks to everyone who interviewed with us at ElevateCX! Ashley Hayslett Cheryl Spriggs Deon Nicholas Kate Wilson Kristi Ernst Thompson Lance Conzett Mercer Smith Sarah Caminiti Sarah Hatter We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

1
How to Write Remarkable Emails for Customer Support 44:46

35 weeks ago44:46

44:46

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 aligning support goals and tone with your company values: Establishing Communication Goals for Your Support Team The Right Tone for Remarkable Support Whether you’re new to customer support or a seasoned pro, this episode will provide valuable insights to help you enhance your email clarity, build stronger customer relationships, and improve your overall customer experience! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

1
Strategies for Understanding and Implementing Customer Feedback with Chase Clemons 51:02

37 weeks ago51:02

51:02

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 the importance of open, honest communication with customers—even when the answer is “no.” Chase also offers insights into the importance of balancing customer desires with company vision, and the role of support teams in relaying valuable feedback to product teams. Whether you’re leading a small support team or working at the front lines, this episode is packed with actionable advice on improving customer interactions, turning feedback into actionable insights, and building a stronger relationship with your customers! Check out 37signals' products: Basecamp , HEY , and ONCE ! Links mentioned in this episode: Rework by Jason Fried and David Heinemeier Hansson Jobs To Be Done with Bob Moesta Shape Up: Stop Running in Circles and Ship Work that Matters We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

1
The Importance of Finding Your Community with Sarah Hatter 1:13:16

39 weeks ago1:13:16

1:13:16

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 and London ElevateCX events. As a support professional, finding a community, especially when working remotely, is vital to a healthy work life. This episode will give you a jump-start on finding the community that is right for you! To learn more about Sarah, find her on LinkedIn and at ElevateCX.co! Join the ElevateCX Slack Channel to get connected right now! Then get your tickets for the ElevateCX Denver and London events! Books Mentioned: • The Customer Support Handbook • 11 Kinds of Loneliness • CXOXO: Building a Support Team Your Customers Will Love We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

1
Tips and Strategies for Getting Out Of the Support Queue 47:45

41 weeks ago47:45

47:45

Text the show! Balancing inbox coverage with important outbox tasks can be challenging, but it's the key to improving your customer experience! In this episode, we give tips for the best ways to schedule support coverage while allowing margin for other projects and development. We highlight the significance of allowing for deep work, taking intentional breaks from the inbox, and setting clear expectations to foster a productive, yet flexible, support environment. These dynamic approaches will create a more efficient and enjoyable support experience for both your team and your customers! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

1
The Art of Training New Hires Efficiently 54:47

43 weeks ago54:47

54:47

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 from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

Happy to Help | A Customer Support Podcast

1
The Power of Kindness in Support and Leadership with Sarah Caminiti 55:11

45 weeks ago55:11

55:11

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 kindness with your team can create a ripple effect of empathy for your customers. Listen to Sarah's podcast, Epochal Growth , subscribe to her YouTube channel , and find more info about The Kindness Initiative at Epochal Operations ! Links mentioned in this episode: Miro Team Charter Template Elevate CX Support Driven We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

Happy to Help | A Customer Support Podcast

1
Simple Ways to Add After-Hours Support 48:42

47 weeks ago48:42

48:42

Text the show! Cara Pacetti from Buzzsprout's success team joins us to discuss how to seamlessly integrate after-hours customer support into your business without hiring more employees or burning out your team! From expanding support hours to include weekends and evenings, managing the unique challenges of small teams, and how rotating responsibilities can prevent burnout and foster teamwork, this episode breaks down everything you need to know about extending customer support! Check it out, and let us know what you think! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

Happy to Help | A Customer Support Podcast

1
Strategies for Working With Angry Customers 46:52

49 weeks ago46:52

46:52

Text the show! Megan Nelson from the Buzzsprout Podcaster Success Team joins us to discuss the art of working with angry customers without losing your cool. In this episode, we give you actionable strategies that will not only help you handle tough situations with grace, but also elevate your customer support experience to new heights! Learn how to maintain calm, set boundaries, and resolve issues with empathy and professionalism! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

Happy to Help | A Customer Support Podcast

1
The Evolution of Buzzsprout Support 51:49

51 weeks ago51:49

51:49

Text the show! In this episode of "Happy to Help", we have Buzzsprout co-founder, Kevin Finn, on to walk us through the evolution of Buzzsprout support. From the humble beginnings of a shared Gmail inbox where customer feedback directly impacted the platform's future, to the present-day well-oiled machine of a dedicated team, this episode uncovers what happened behind the scenes. As we discuss the early challenges, Kevin highlights the fine balance between nurturing a startup and the burgeoning demands of customer care. Through the years, Buzzsprout support has transformed into a Podcaster Success team, and Kevin and Priscilla talk about what that looks like and how to navigate those changes within a growing team. Mentioned in this episode: Happy to Help - Episode 5: The Right Tone for Remarkable Support Buzzcast - Episode 46: The Day Podcasts Stopped We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

Happy to Help | A Customer Support Podcast

1
Tips for Hiring a Stellar Customer Support Team 58:38

1 year ago58:38

58:38

Text the show! Ever wondered what secret sauce goes into crafting an exceptional customer support team? Buzzsprout Co-Founder, Marshall Brown, joins us to peel back the curtain on the traits and talents that make or break the art of support. We're sharing our hiring playbook at Buzzsprout, revealing creative interview techniques, and the importance of soft skills like patience, empathy, and effective communication. We'll share insights and stories that might have you rethinking the way you approach hiring, training, and nurturing your customer support staff! To cap it off, we tackle a listener's tech support gripe and turn it into a teachable moment on validating customers' concerns with respect and diligence. We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

Happy to Help | A Customer Support Podcast

1
The Right Tone for Remarkable Support 42:15

1 year ago42:15

42:15

Text the show! In this episode of "Happy to Help," we delve into setting the right tone for your support communications. Drawing from real-world experiences and insights, we take a deep dive into the importance of defining tone for your support team, especially in written communication where every word matters. Get an exclusive behind-the-scenes look at Buzzsprout Support's tone strategies and discover practical tips for harmonizing your team's approach to tone. Whether you're a seasoned support professional or just starting this episode offers valuable guidance on fine-tuning your support tone and knowing when adjustments are necessary to enhance customer experiences. We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

Happy to Help | A Customer Support Podcast

1
Establishing Communication Goals for Your Support Team 42:11

1 year ago42:11

42:11

Text the show! On this episode of Happy to Help, we unpack why your support team should have strategic communication goals and how to set them. Setting pillars (or goals) for your support helps inform the message and ideas you convey with every customer interaction. We'll guide you through the process of identifying realistic goals that align with your company values, and how to communicate those goals with your team. Then we discuss the importance of reviewing work to make sure it aligns with your goals and celebrating when those on your team do work that drives it home! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

Happy to Help | A Customer Support Podcast

1
Letting Go of Perfectionism to Master Customer Connections 42:39

1 year ago42:39

42:39

Text the show! Embrace imperfection in customer support as Tom Rossi, co-founder and developer at Buzzsprout, joins me to discuss how the quest for flawless customer interactions could actually stifle genuine connection, prevent mastery in your job, and hinder effective customer service. Learn how the occasional stumble can fortify customer relationships and admitting our blunders not only wins the hearts of customers but also paves the way for a more transparent and humble support experience. We hope to share our company culture where teams are granted the freedom to experiment, leading to revolutionary service experiences that resonate with customers and team members alike. Plus, we discuss a Support in Real Life story from a viral Twitter/X thread! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

Happy to Help | A Customer Support Podcast

1
The Transformative Power of Empathy in Customer Support 49:18

1 year ago49:18

49:18

Text the show! Empathy isn't just a buzzword within customer support—it's a vital tool that we can use as customer support specialists to connect with your customers. On this episode of Happy to Help, Brian Johnson from the Buzzsprout Support team joins Priscilla to talk about the power that Empathy has when supporting customers. Brian's hospitality background at Chick-fil-A gives him some great insight into how personal connection can build brand loyalty. During this episode, we discuss empathy's critical role in customer interactions and discuss why it's a soft skill that is not only hard to teach but also essential to seek out during the hiring process. We take some time to look at how empathy can help turn a frustrated customer into a happy one and we walk through some practical uses of empathy in our support communication. Plus, we discuss a Support in Real Life story from a listener! We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!…

Happy to Help | A Customer Support Podcast

1
We're Happy to Help 14:59

1 year ago14:59