Happy to Help | A Customer Support Podcast

• The High Cost of Urgency: Mistakes, Burnout, and Bad Customer Experiences

  Text the show!In this episode of Happy to Help, we dive into the pressure-filled world of customer support and why it’s time to shift from frantic reaction to intentional response. Learn how operating from a place of calm not only reduces mistakes but leads to better customer experiences, stronger team morale, and reduced burnout.With real-world examples of how urgency can derail even the best support intentions, this episode is packed with strategies to help you:Recognize the hidden costs of urgency in the inboxBuild a calm support culture even when customers are in crisisTrain your team to slow down without sacrificing serviceModel healthy leadership that prioritizes quality over speedRecommended reading: It Doesn't Have to Be Crazy at WorkWhether you’re leading a support team or answering tickets yourself, this is your permission slip to breathe, slow down, and serve better!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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• Remote Support Team Management with Erica Clayton

  Text the show!We're sitting down with Erica Clayton, CX expert and founder of Sunshine CX, to explore the strategies behind successfully managing remote customer support teams.Whether you’re leading a global CX department or onboarding your very first remote hire, this episode is packed with practical insights on:Building team culture across time zones (Erica recommends The Culture Map by Erin Meyer)Creating effective onboarding processesPreventing remote burnoutFostering social connection without micromanagingDeveloping communication routines that actually workErica shares lessons from leading distributed support teams at companies like TuneCore and offers real-world advice on tools, processes, and leadership mindset shifts that help remote teams succeed.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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• Live Demos, Orientations, and Reducing Support Tickets Through Customer Education

  Text the show!In this episode of Happy to Help, Priscilla Brooke is joined by Buzzsprout teammate Cara Pacetti to explore the strategy behind Buzzsprout Orientations. These orientations are a live onboarding experience designed to empower new podcasters with confidence, clarity, and connection!We're breaking down:The difference between demos and orientationsHow proactive education reduces support volumeLessons learned from months of live customer sessionsThe power of human connection in digital onboardingTips for launching your own educational initiative (without burning out your team!)If you’re a Customer Support Specialist, CX leader, or anyone thinking about proactive support, this episode will inspire you to invest in education and see measurable results in satisfaction, confidence, and reduced ticket volume!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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• The Role of AI in Customer Support with Conor Pendergrast

  Text the show!How should customer support teams use AI without losing the human touch? Priscilla Brooke sits down with customer success expert Conor Pendergrast to explore the evolving role of AI in support workflows. From using AI as a smart assistant to drive efficiency, to building better customer relationships through intentional automation, Connor offers real-world examples, clear do’s and don’ts, and practical tips for teams of all sizes. Learn how to strike the balance between AI tools and authentic human service, and hear why empathy, intentionality, and trust remain at the heart of excellent support even in an AI-powered world.Learn more about Conor at CustomerSuccess.cx and subscribe to Conor's daily tips for CS!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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• Journey Mapping the Customer's Experience with Stacy Sherman

  Text the show!Customer support is just one step on a much larger path. So how do you make sure every step along your customer’s journey is intentional, seamless, and delightful?In this episode, Priscilla welcomes Doing CX Right host and customer experience expert Stacy Sherman to demystify the practice of customer journey mapping. With 25+ years of experience building connections between people and brands, Stacy breaks down how to go beyond support tickets and start crafting every phase of the customer experience with purpose.Check out Stacy's book, "Transformative Experience Journey Management", her podcast "Doing CX Right," and free templates at doingcxright.com.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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