Shows
5by5 SpecialsEpisode 24: Thank You For Calling!Pilot for a new live call-in show about the world of customer service, hosted by Moisés Chiullan. Whose fault is it that we're angry when a company screws up? How can we improve consumer discourse? What makes a bad situation better?
Links for this episode:Thank You For Calling!: A New Show on ESN.fmArthouseCowboy.comMoisés Chiullan (moiseschiu) on TwitterThe Daily Dot - Moises Chiullan takes on thankless PR task of rescuing Avenger Controller maker N-ControlAMA the guy who replaced Paul Christoforo and is cleaning up...
2013-12-281h 44
Bootstrapped#26: Party All the TimeAndrey sings Party All the Time by Eddie Murphy, booze, big UberDeck update, marketing, Snappy mobile app, mobile app reviews, VM’s,16 terminals tiled (huh?), everything is noodles (huh?), coworking, healthcare plans, more marketing, doing marketing under your own name, Ian’s idea for a new appParty All the Time by Eddie MurphyDoc’s Hard CiderUberDeck v2 – new push notifications, concierge installation service, great new pricingMozMochibitsSlideroom – Happy Snappy customerPHP Townhall PodcastLight Table IDE FestivusHealthcare.gov – You probably haven’t heard of this siteSupportopsAndy Brice software consultingDrip – email marketing via drip campaignsRachel Andrew’s Newsletter – sign up at the bottom of the pag...
2013-11-251h 03
Bootstrapped#25: Devil’s AdvocateWe talk about dollar stores, dogs and babies, the new Helpspot release, support contracts, requiring a credit card at signup, pricing and recurring billing, info-products, SaaS being unsatisfying, digging new holes, the point of growing, all software going to zero.Helpspot – Ian’s helpdesk product.Snappy – Ian’s newest product.Uberdeck – Andrey’s mobile-app marketing product.Stripe – payment processing service.Star Trek GenerationsIan’s “all software is going to $0.00” theoryEdge of My Seat – Perch, Rachel Andrew, Drew McLellanRachel Andrew on Bootstrapped.fmSupportOps.co – Chase ClemonsChase Clemons on Bootstrapped.fmSo You Want To Be A Wall Street Programmer? – Andrey’s BookIan’s newsletterSuccessf...
2013-11-131h 07
Bootstrapped#18: Special Guest: Chase Clemons on Bootstrapped SupportIan and Andrey sit down with special guest Chase Clemons of SupportOps to discuss customer service for bootstrappers. We also get an Uberdeck update on leaving beta and pricing strategy.This episode is being cross released on both Bootstrapped.fm and Support Ops Podcast. Check them out!37SignalsSupport Ops and the Support Ops PodcastUberdeck is released!Andrey’s Essential Voice Recorder – type notes while you record audio (Android)Basecamp MobileBootstrapped customer service and using self service walls threads on discuss.bootstrapped.fmPingdomAmazon Prime – Love the prime, buy the prime!!!! (Ian)GetSatisfactionCoSupportSupport Ops Hangouts – Watch Chase live every Mo
2013-08-271h 33
Bootstrapped#13: Boiler RoomIan and Andrey discuss getting ready to deploy Uberdeck, Snappy progress, what’s next for Snappy marketing, stories of first job interviews, the benefits, if any, of a college education, selling into the consumer space, the experience of buying software in a box, selling software before making software and vetting product ideas.Uberdeck – Andrey’s new product. ( preview screenshot)Fabric – a Python SSH tool.Snappy – Ian’s newest product.SupportOps.co – a site dedicated to customer support best practices.Helpspot – Ian’s first product; a helpdesk application.SmallSpec.com – Chris Hawkins‘ new product for building functional specs.Boiler Room – movie.Songwrite...
2013-06-261h 10
Support Ops PodcastEpisode #16 – Customer Community with Evan HamiltonI’ve got Evan Hamilton on the show this week. We talk about keeping customers happy, engaging with the community around your product, and how different teams inside your company should work together.
Side note: Evan is part of the team behind UserConf that’s happening this Friday. Make sure to get your tickets if you haven’t already and use the discount code “supportops”.
Listen to the show
Subscribe to the podcast: RSS | iTunes | Download
Show Notes and Links
Evan Hamilton – Website // Twitter
UserVoice
Touchpoint Toolkit
Gamification: Moti...
2013-05-0100 minSupport Ops PodcastEpisode #15 – The First Support Hire with Adam Stacoviak Part 2Adam Stacoviak from Pure Charity is on the show this week. He’s looking to hire his first dedicated support person. We talk about what to look for in a person and how to get them started with the team. It’s a two-part interview that you don’t want to miss.
Listen to the show
Subscribe to the podcast: RSS | iTunes | Download
Show Notes and Links
Adam Stacoviak – Website // Twitter
Pure Charity
The Industry #40 with Chase
Founder’s Talk
The Changelog
Getting Real – Forget Feature Requests
Basecamp Help Site
37signals Hel...
2013-04-1700 minSupport Ops PodcastEpisode #14 – The First Support Hire with Adam Stacoviak Part 1Adam Stacoviak from Pure Charity is on the show this week. He’s looking to hire his first dedicated support person. We talk about what to look for in a person and how to get them started with the team. It’s a two-part interview that you don’t want to miss.
Listen to the show
Subscribe to the podcast: RSS | Instacast | iTunes | Download
Show Notes and Links
Adam Stacoviak – Website // Twitter
Pure Charity
The Industry #40 with Chase
Founder’s Talk
The Changelog
Zendesk
CoSupport
Change feelings. Not the facts
Text Expander
Sup...
2013-04-1200 minSupport Ops PodcastEpisode #13 – The Customer Champion with Jeff VincentJeff Vincent from Wistia is on the show this week. We talk about hiring new people, how programmers can work with the support team, and what happened when they started downplaying their phone support.
Listen to the show
Subscribe to the podcast: RSS | Instacast | iTunes | Download
Show Notes and Links
Jeff Vincent – Website // Twitter
Wistia
The Industry
Alyssa’s Twitter Question
HelpScout
Code School
Wistia’s Customer Champion job
Share what you think!
Brand new option that you’re gonna love. Did you ever want to be on the next sho...
2013-04-0400 min