Slack’s Director of Customer Experience Products talks about the concept of ‘radical convenience’ and how they manage the customer experience.
Support 30 min listen
In a company’s early days as a lean, mean, business machine, it’s fairly easy for leadership to stay in sync with their users. You might say it’s one of the strongest advantages a startup has.
Growth 33 min listen
Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back…
Support 16 min listen
Support teams face a constant temptation to make promises to keep customers happy. That’s not practical when your product is constantly changing and evolving. How else can you keep customers happy and informed?
Support 28 min listen
In your startup’s early days there are two inputs connecting customers to your brand: the product experience and the support experience.
Support 26 min listen
Treat your customers poorly or fail to educate them on how to use all the great features your product offers, and they won’t stick around for long.
Support 33 min listen
As a Support Pro at Basecamp, Chase Clemons has learned a few things about improving the customer experience, and he’s eager to share them.
Support 31 min listen
Broadly speaking you can solve customer problems two ways. You can solve them directly with customer support or try and get to the root cause by building or improving a product.
Support 35 min listen
Sarah Hatter discusses how the world of customer support is evolving, why great support improves product, how to scale an empathetic support culture, and much more.
Support 32 min listen
Through his detailed and witty teardowns of the new user flow of popular products like Instagram, Netflix and Snapchat, at…