Support Toolkit
Anyone managing a support or success team who wants to build their skills and create a customer-centric business.
A New Podcast for Customer-Centric Leaders
The Supportive is a monthly show from Help Scout featuring customer experience insights, practical tips, expert advice, and a bit of fun. Subscribe to get new episodes and show notes delivered right to your inbox.
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What to expect:
Deep dives
Customer experience topics discussed by someone who’s been both a support manager and a frontline support agent.
Metrics explained
Simple, clear explanations of the business metrics most useful to support leaders growing their impact.
Action items
Practical takeaways and strategies you can use to grow as a customer-centric leader.
Just enough humor
Focused and useful... but not deadly boring. Have a little bit of fun with your workplace learning.
Episode 1
The Future of AI-Enhanced Support Teams
AI and the future of support teams, 3 truly terrible predictions, action items for support leaders, and Shawna explains the Rule of 40 in this episode of The Supportive Podcast.
Episode 2
Self-Service is the Future of Online Support
Self-service technology ancient and modern, a German monk, and Shawna explains Gross Margin.
Episode 3
Secrets of a Product Manager
Product Manager Ben Henderson chats with Mat about his role and how customer support leaders can most effectively make their case for product changes and fixes.
Episode 4
Greatest Mistakes in Customer Service History
A time machine tour of truly terrible moments in customer service from 1750 A.D. to 2020 A.D.
Episode 5
Escape the Queue
Support leader Elyse Mankin chats with Mat about book binding, yacht rock, and how new managers can make time to get off the tools and into leading their team.
Episode 6
2028 Support Onboarding
A 2028 corporate orientation session finds its way back to 2024, revealing the future of support.
Episode 7
Getting started in support
Mat and a host of support veterans share their best advice for anyone starting a new support role, considering a move into support, or just in need of a mental reset.
Episode 8
On the Origin of Support
Sarah Hatter, support veteran and community champion, joins Mat to talk about ye olden days of online customer support.
Episode 9
On community
Sarah Hatter is back for part 2 of her discussion with Mat. In this episode they talk customer support communities, their early days, and their role in growing your career and your connections.
Meet your host:
Hello! Mathew Patterson here, former customer support manager, current Australian and customer service educator on the Help Scout team.
I spent a decade starting, building, and running a global customer support team at Campaign Monitor, where I made all the mistakes that I now try to help fellow support professionals avoid. In this podcast I want to both share my own expertise, and learn alongside you from smart people inside and outside Help Scout.
Who should listen to The Supportive?
Those on the frontlines of customer support looking to broaden their perspective and move into leadership roles.
People who are not in the support organization, but who value customer support and want to make their business more customer-centered.
Could this have been an email?
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