Happy to Help | A Customer Support Podcast

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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...

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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:

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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...

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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 ma...

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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...

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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...

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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 supp...

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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...

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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:

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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:

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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:

Erica shares lessons from leading distributed support teams at companies like TuneCore and of...

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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:

If you’re a Customer Support Specialist, CX leader, or an...

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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...

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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 Ma...

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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 al...

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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:

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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 fr...

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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 task...

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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...

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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-te...

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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...

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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.

Tu...

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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 suppo...

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At ElevateCX in Denver, industry leaders, CX professionals, and customer success veterans gathered to explore the future of CX and customer satisfaction.

In this episode, Priscilla and Jordan are joined by Kate Chupp to unpack key takeaways from the conference: real-world talks, case studies, and keynotes from CX leaders; the surprising role of AI-powered and AI-driven tools in customer success, customer engagement, and contact center innovation; and why community-led learning might just be the secret to a winning CX strategy.

You’ll also hear from industry experts on the gr...

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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:

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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 impo...

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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 pr...

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Balancing real-time customer support with deeper, project-based work can feel like an impossible scheduling puzzle, but it doesn’t have to be.

In this episode, we break down practical, real-world strategies for optimizing your customer support workflows and scheduling process. We explore how customer support teams can streamline inbox coverage using tools like employee scheduling software and online scheduling tools, allowing team members to self-schedule time for outbox projects and deep work.

You’ll hear how Buzzsprout’s support team uses internal calendars and transparent expectations to improve response times...

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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!
 

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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...

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Should your small business stick to regular business hours or add after-hours support without burning out your team? 

In this episode, Priscilla chats with support specialist Cara Pacetti about how Buzzsprout’s in-house help desk tested weekend and evening coverage without turning into a 24/7 call center or hiring a pricey after-hours call answering service.

You’ll hear how we:

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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 l...

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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...

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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 l...

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In this episode of Happy to Help, we explore how your brand’s tone of voice can shape the customer experience and strengthen customer relationships. Whether you’re replying in a help desk ticket, drafting a social reply, or building an automation, tone is everything.

Priscilla and Jordan walk through real-world examples and behind-the-scenes strategies from the Buzzsprout customer support team, breaking down how to define a consistent tone of voice across communication channels, especially in written formats where actual words, punctuation, and even emojis matter.

You’ll learn when t...

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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 w...

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When perfectionism runs the show, the customer experience pays the price. In this episode, Priscilla Brooke sits down with Buzzsprout co-founder (and former frontline customer service rep) Tom Rossi to unpack why chasing “perfect” customer interactions can block great customer service, slow problem-solving, and erode customer satisfaction and what to aim for instead: mastery.

You’ll hear how admitting mistakes, practicing active listening, and following up in real-time build customer loyalty and trust. Tom shares how a customer support team can balance speed with thoroughness, design a customer service strategy that empowe...

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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...

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Welcome to the first episode of Happy to Help, a podcast about customer support from the people at Buzzsprout! 

Remember the last time you reached out to customer support and ended the interaction with a smile? It's a rare occurrence, but we are on a mission to make that the norm! 

At most companies, customer service is an afterthought, but we want to bring it to the forefront! In this podcast, we will discuss how to create customer experiences that exceed expectations, as well as how to foster a wo...