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Happy to Help | A Customer Support Podcast

Buzzsprout

If you work in customer support, if you lead a support team, or if you are looking to better the customer experience for your company, then this podcast is for you!

Happy to Help is a podcast about all things customer support brought to you by the people at Buzzsprout. Join us, on the second Tuesday of every month as Buzzsprout's Head of Podcaster Success, Priscilla Brooke dives into the world of customer support to make remarkable support the standard, not the exception!

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S2 · E21
September 8 · 32 min
The Future of Customer Support: 6 Takeaways from Support Driven Expo
Send us Fan Mail Priscilla and Buzzsprout support specialist Serena return from the Support Driven Expo in Chicago to share their biggest takeaways. From new opportunities for support professionals to the importance of slowing down, we’re exploring what it looks like to grow with our industry while keeping human connection at the heart of our work. We unpack six takeaways to help you: Explore how your customer support role can grow beyond answering tickets Find your voice in technical conversations and share your team’s perspective Support your teammates through challenges you can’t solve Manage urgency so you can make better decisions and avoid burnout Create a team culture where it feels safe to share ideas, experiment, and fail Find new ways to connect with customers as AI takes on more of the inbox Plus, we share a few memorable customer service experiences from our trip and talk about why finding your support community can remind you just how valuable your work really is. 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!
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S2 · E20
August 11 · 46 min
Podcasting As Proactive Customer Support
Send us Fan Mail What if your support team could answer customers’ questions before they ever submitted a ticket? In this episode, we’re joined by Cara Pacetti, host of Podcasting Q&A and a member of Buzzsprout’s Podcaster Success team, along with Happy to Help producer and longtime podcaster Jordan Blair. Together, we explore how businesses can use podcasting as a proactive customer support strategy for educating customers, answering recurring questions, and building trust at scale. We look at how Buzzsprout transformed Podcasting Q&A from a marketing initiative into a customer education resource, why support inboxes are full of potential episode ideas, and how a branded podcast can give customers more than step-by-step instructions. It can also teach the strategies behind a product, service, or feature. We also discuss the unique ability of podcasting to create authentic relationships and brand loyalty. When customers regularly hear the voices of the people behind a company, support begins to feel more personal, familiar, and approachable. Over time, listeners can even become super fans who help educate and encourage other customers. In this episode, we cover: How podcasting creates proactive and scalable customer support Turning frequently asked questions into evergreen content Using educational content to prevent customer frustration Building customer trust and brand loyalty through audio Adding support elements to an existing branded podcast Giving support professionals creative opportunities beyond the inbox Choosing topics, hosts, equipment, and production roles Using AI to identify recurring questions and brainstorm episodes Starting a podcast without overthinking the technology Why even a limited 10-episode series can become a valuable customer resource Resources mentioned: Listen to Podcasting Q&A Follow Buzzcast Listen to Buzzsprout’s How to Start a Podcast series Learn more about Buzzsprout Fan Mail If this episode inspires your support team to experiment with podcasting, send us Fan Mail and tell us about it! 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!
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S2 · E19
July 14 · 45 min
What You Should Actually Measure in Support with Meghan Gallagher
Send us Fan Mail Metrics shape the way support teams work, but not every metric tells the full story. In this episode, we’re joined by Meghan Gallagher, Support Operations Consultant and Founder of MG Consulting, to talk about how support teams can measure what actually matters. We discuss why common metrics like CSAT, first response time, and average handle time can be misleading when they’re used on their own, how speed-focused goals can create bad habits, and why support leaders should use data as a starting point for better conversations. We also dig into better ways to measure support’s impact, including recontact rate, replies to resolve, customer sentiment, retention, product feedback, and team bandwidth. Plus, Meghan shares practical advice for telling a clearer story to leadership, motivating your team without burning them out, and revisiting your metrics as your support team grows and changes. 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!
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S2 · E18
June 9 · 53 min
Help Articles and Writing Strategies in the Age of AI with Leslie O'Flahavan
Send us Fan Mail We’re talking with Leslie O’Flahavan, owner of E-WRITE and writing expert, about how customer support teams can write better help docs in the AI era! AI is changing the way customers find answers, but that does not mean we should forget about the humans reading those answers. Leslie explains why great knowledge base content still comes down to plain language, clear structure, and accurate information, whether the reader is a person or an AI tool pulling from your help center. We discuss: How AI uses help articles Why outdated or vague documentation can create bigger problems faster Ways support teams can improve their knowledge bases Leslie also shares practical writing tips you can use right away! These tips include how to write clearer article titles, when to use summaries, why “notes” and “read more” links can cause confusion, and how to revise your most-used articles without overwhelming your team. So, if you write help docs, edit AI-generated support content, or manage a knowledge base, this episode will help you make your writing more useful for customers and more reliable for AI to pull from! Links mentioned in this episode: Leslie's LinkedIn Profile E-WRITE Help Scout article/webinar: Why Analytical Reading Is a Must-Have Skill LinkedIn Learning 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!
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S2 · E17
May 12 · 1 hr
How Support Teams Can Prove Their Value Across the Company with Andrew "Coach" Rios
Send us Fan Mail Customer support is where every company decision eventually shows up. In this episode, we’re talking with Andrew “Coach” Rios, a customer experience and support operations leader with more than 25 years of experience building support teams at companies like Cisco, Fitbit, and Cityside Fiber. We dig into why support teams often feel overlooked, how support leaders can communicate their value to the rest of the company, and why customer insights need to be translated into the language other departments actually understand. We also talk about how coaching youth sports shaped Coach Rios’s leadership style, why “winning” looks different for every support team, and how leaders can start building influence even before they officially have a seat at the table. Plus: how to create a support report people actually read, why employee satisfaction may be the most important support metric, and why great support leaders should constantly sell, market, and advocate for their teams. This episode is for support leaders who want their teams to be heard, respected, and integrated into the bigger picture and for support pros who know their work is about far more than answering tickets! 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!
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S2 · E16
April 14 · 50 min
Practical Uses of AI in Customer Support with Craig Stoss
Send us Fan Mail In this episode, Priscilla is joined by Craig Stoss, VP of Solutions at Kodif, to break down what AI actually looks like in a real support workflow and how teams can use it in practical, low-risk ways. They dig into why AI is more than just chatbots, where it actually saves time (and where it doesn’t), and how tools like summarization, tone refinement, translations, and reporting can make day-to-day support work more efficient without sacrificing quality. Craig also explains the biggest misconceptions about AI, including why it can’t make human judgments, what it’s genuinely bad at, and why measuring success with traditional CSAT can lead teams in the wrong direction. Plus, they discuss: Common mistakes when implementing AI How to think about a “frustration index” instead of satisfaction scores The skills support professionals should start building now This conversation is for support teams who want to use AI without losing trust with their customers, and for anyone trying to figure out where AI fits into their workflow without overcomplicating things! Where to find Craig: LinkedIn.com/in/cstoss Kodif.io 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!
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S2 · E15
March 10 · 51 min
Using Psychology to Thrive in Customer Support with Melody Wilding
Send us Fan Mail Customer support comes with a real mental and emotional load. In this episode, Priscilla sits down with Melody Wilding, licensed therapist, executive coach, and host of the Psychology at Work podcast, to talk about how support professionals can use psychology to protect their energy, communicate with confidence, and build healthier habits without emotionally detaching from customers. We dig into why setting boundaries often fails in the moment and why setting clear expectations works better, how to spot boundary erosion, and what the “happy to help” mindset can turn into when it becomes overfunctioning. Melody also shares practical tools for handling frustrated customers without taking it personally and using the "broken record" technique when you need to stand your ground. Plus: how remote work has changed rumination and workplace paranoia, why sensitivity can be a competitive advantage in support, and simple reset rituals you can use between tickets so one difficult interaction doesn’t spill into the next. This conversation is for support pros who want to stay empathetic and protected, and for leaders who want to build a culture where sustainable support is the standard. Where to find Melody: Melody’s website: melodywilding.com Podcast: Psychology at Work 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!
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S2 · E14
February 10 · 59 min
Creating a Healthy Mindset in Customer Support with Sarah Caminiti
Send us Fan Mail Great customer support starts with mindset. In this episode, we sit down with returning guest Sarah Caminiti to explore what a healthy customer support mindset actually looks like, why it matters so much, and how leaders can intentionally create environments where support teams can thrive. We talk about the difference between clearing the queue vs. "building a cathedral", why assuming positive intent is essential for long-term success in support, and how mindset directly impacts everything from customer experience to burnout and team health. Along the way, we dig into creating space to pause, fostering curiosity, celebrating small wins, and helping support professionals take ownership of their work and their careers. This conversation is for support leaders who want stronger, healthier teams, and for frontline support pros who need a reminder that the work they do is highly skilled, deeply valuable, and worth taking pride in! 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!
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S2 · E13
January 13 · 41 min
Finding Excellent Customer Support Agents in Unlikely Places
Send us Fan Mail The best support specialists can sometimes come from the most unexpected places! We're getting into what really makes a great support team and exploring the unique, non-traditional paths that led each member of the Buzzsprout podcaster success team to provide remarkable customer support. You’ll hear from everyone on the Buzzsprout podcaster success team as we share the skills we developed long before we ever worked in support—skills like representation, empathy, relationship-building, communication, adaptability, and staying calm in high-pressure moments. This episode is for anyone hiring support specialists, building a support team, or looking to transition into customer support, and wondering how their past experience fits. We talk about what to look for beyond a resume, why loving to help people matters more than years of experience, and how diverse backgrounds can create a better support team. We’d also love to hear from you! If you’ve picked up an unexpected skill from a past job that now helps you in customer support, or if your path into support wasn’t a straight line, text us and tell us your story! 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!
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S2 · E12
Dec 9, 2025 · 42 min
How Intentional Gifting Creates Loyal Customers with Sarah Betts
Send us Fan Mail Sarah Betts, the Director of Support and Operations at Vizit, joins us to talk about one of the most joyful parts of customer experience: intentional gift giving. We dig into why humans naturally connect through gifts, how the smallest gesture can make someone feel seen, and what it looks like to build a gifting strategy that is personal, thoughtful, and realistic for your team. Sarah shares wonderful stories from her time in the corporate gifting world, including an unforgettable moment involving an Avengers superfan CEO and a beautifully targeted gift that immediately won his attention. She walks us through what makes a gift feel genuine instead of gimmicky, when branded items can strengthen a relationship, and why timing matters just as much as the gift itself. We explore simple ways to create delightful moments even when your budget is small, from handwritten notes to quick video messages that let your sincerity shine through. Learn how to measure the impact of gifting, what mistakes to avoid, and which tools can help you scale your efforts once you have the basics in place. Sarah mentions some of her favorite gifting platforms, like Loop and Tie, Brilliant, Tremendous, and Sendoso. And of course, we look at Chewy, which continues to show the entire industry what beautifully executed customer delight can look like. Where to find Sarah: Sarah on LinkedIn Support Driven community ElevateCX community Later in the episode, Jordan and I take a moment to reflect on our second full year of Happy to Help. We look back on the incredible guests who joined us in 2025 and the big themes we explored together. It has been such a meaningful year of conversations, learning, and celebrating the craft of customer support. If you have ideas for topics or guests you want us to feature next season, tap the Text the Show link in the show notes and send them our way. We would love to hear from you. 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!
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S2 · E11
Nov 11, 2025 · 1 hr 6 min
Turning Customers into Superfans with Brittany Hodak
Send us Fan Mail How do you turn everyday customers into passionate advocates for your brand? Brittany Hodak breaks down her SUPER Model for customer experience, shares her famous 5 A’s of an effective apology, and explains why apathy is the biggest threat to your business. What You’ll Learn: Why you want customers to become superfans How customer apathy is the real risk to your business One bad touchpoint can cost years of revenue Brittany's SUPER Model CX playbook Why the Platinum Rule is much better than the Golden Rule How to craft a great apology Be sure to check out Brittany's book, Creating Superfans, and her Six Weeks to Superfans Masterclass! 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!
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S2 · E10
Oct 14, 2025 · 42 min
The High Cost of Urgency: Mistakes, Burnout, and Bad Customer Experiences
Send us Fan Mail 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 inbox Build a calm support culture even when customers are in crisis Train your team to slow down without sacrificing service Model healthy leadership that prioritizes quality over speed Recommended reading: It Doesn't Have to Be Crazy at Work Whether 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 happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com. Thanks for listening!
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S2 · E9
Sep 9, 2025 · 55 min
Remote Support Team Management with Erica Clayton
Send us Fan Mail 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 processes Preventing remote burnout Fostering social connection without micromanaging Developing communication routines that actually work Erica 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 happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com. Thanks for listening!
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S2 · E8
Aug 12, 2025 · 48 min
Live Demos, Orientations, and Reducing Support Tickets Through Customer Education
Send us Fan Mail 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 orientations How proactive education reduces support volume Lessons learned from months of live customer sessions The power of human connection in digital onboarding Tips 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 happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com. Thanks for listening!
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S2 · E6
Jul 8, 2025 · 43 min
The Role of AI in Customer Support with Conor Pendergrast
Send us Fan Mail 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 happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com. Thanks for listening!
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S2 · E5
Jun 10, 2025 · 40 min
Journey Mapping the Customer's Experience with Stacy Sherman
Send us Fan Mail 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 happytohelp@buzzsprout.com! To learn more about Buzzsprout visit Buzzsprout.com. Thanks for listening!
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S2 · E4
May 13, 2025 · 57 min
Balancing Inbox Coverage and Support Projects with Chase Clemons
Send us Fan Mail 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!
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S2 · E3
Apr 8, 2025 · 46 min
How to Build and Maintain an Effective Knowledge Base with Mat Patterson
Send us Fan Mail 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!
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S2 · E2
Mar 11, 2025 · 1 hr 4 min
Communicating Effectively with Developers and Tech Support
Send us Fan Mail 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!
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S2 · E1
Feb 11, 2025 · 40 min
5 Easy Ways to Instantly Improve Your Customer Service in 2025
Send us Fan Mail 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!
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