We’re at our final episode, the ultimate episode if you will. Over the past few weeks, we’ve been collecting your questions for this rapid fire episode. So grab a coffee and listen as we dive into very important questions like “Is it better to be a dragon or have a pet dragon?”.

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Notes and Links

• Machine Learning: New and Collected Stories
• I Am Pilgrim
• The Martian
• An Unfinished Life
• Sapiens: A Brief History of Humankind
• The Five Dysfunctions of a Team
• Support Driven
• HelpU
• Support Breakfast
• We Support
• Elevate Summit
• The Helpful Newsletter
• Carolyn from Buffer – Twitter | Website
• Chase L. from Automattic – Twitter | Website
• Jeff from Wistia – Twitter | Website
• Chase C. from Basecamp – Twitter | Website
  
• Intro Music – “Happy Rock” from Bensound

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We’re down to our final two episodes! With our penultimate episode, we’re chatting about supporting your team both at work and in life. As a manager, it can be tough supporting a teammate going through something big outside of work, especially if you’re a newer manager. From happy moments like a new baby or a more sorrowful moment like a death in their family, it’s your job to support the team member as well as the rest of the team.

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Notes and Links

• Option B
• Intro Music – “Happy Rock” from Bensound

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With only three episodes left, we wanted to take a look into the future of customer support. Are the bots coming for our jobs? Will you be doing the same job in ten years? Let’s take a look into that crystal ball and talk through what we expect to happen.

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Notes and Links

• The AI Revolution: The Road to Superintelligence
• That Time 2 Bots Were Talking, and Bank of America Butted In
• Intro Music – “Happy Rock” from Bensound

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This week, we’re talking about customer support career paths. We all agree that a career in customer support is worthwhile. But what does that look like?

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Notes and Links

• How to prepare for a one-on-one meeting as an employee
• Intro Music – “Happy Rock” from Bensound

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We’ve seen more and more companies set up support as a reactive, first line of defence. Meanwhile, success teams don’t handle cases like that and focus instead on helping the customer achieve their goals by using your product. Is that a smart way to split up your team when it comes to onboarding new customers?

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Notes and Links

• Breaking Our Addiction to the Queue
• Troubles and Triumphs When Re-Building Our Customer Onboarding Process at WordPress.com
• Intro Music – “Happy Rock” from Bensound

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When it comes to customer onboarding, we’ve seen a growing trend of the white glove approach. Dedicated account managers, personalized training, and anything else that you can tailor to that one customer in hopes of convincing them to buy.

On this episode, we’ll look at how successful the white glove approach really is.

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Notes and Links

• Chelsea Stroh – Twitter | Medium
• SUPCONF Fall 2017
• Intro Music – “Happy Rock” from Bensound

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Customers love online classes and demos that help get them up-to-speed on a new product. From the team side, it’s often easier to host weekly trainings like this rather than individual ones for everyone.

With today’s episode, we’ll take a look at how effective those classes are and if your team should be offering them.

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Notes and Links

• Alison Groves – Twitter | Instagram
• Highrise
• Soapbox by Wistia
• Badass: Making Users Awesome
• Intro Music – “Happy Rock” from Bensound

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Up to this point in the series, we’ve talked about how onboarding works when it’s a single person signing up to try your product. If you’re in the B2B business though, it’s often a group of people that need to both try your product and decide if they’re going to buy. How does that shift from a person to a group change your onboarding process?

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Notes and Links

• Chelsea Stroh – Twitter | Medium
• Mercer Smith-Looper – Twitter | Website
• Intro Music – “Happy Rock” from Bensound

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Remember Clippy – the fun yet kinda irritating assistant from Microsoft? Onboarding tools have come a long way since then. There are all sorts of guided setups, wizards, tours, and more that companies use to make sure new customers are set up for success. But how effective are those guided setup tools?

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Notes and Links

• Chris Bowler – Website | Twitter
• Wildbit
• Google Equates “Design” With Endless Testing. They’re Wrong
• Why Google has 200m reasons to put engineers over designers
• Intro Music – “Happy Rock” from Bensound

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We touched on a few manual options for contacting customers in the earlier episodes of this series. That made us wonder – if you notice a certain company signs up for your product, does that prompt you to reach out to them?

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Notes and Links

• Mo McKibbin – Twitter
• Help Scout
• Support Driven
• Bank of America Advertisement “Portraits”
• Intro Music – “Happy Rock” from Bensound

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Most new customer onboarding flows tend to be one size fits all. Everyone who signs up goes through the same steps, receives the same emails, and gets the same advice. But is that the right approach to take?

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Notes and Links

• Mercer Smith-Looper – Twitter | Website
• Trello
• Directly
• Appcues
• Find your next job with a company that values support and support professionals.
• Intro Music – “Happy Rock” from Bensound

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