Happy to Help | A Customer Support Podcast

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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 [email protected]!

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

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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 [email protected]!

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

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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 [email protected]!

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

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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 [email protected]!

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

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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 [email protected]!

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