Happy to Help | A Customer Support Podcast

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Jun 2026

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About the show

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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38 recent

June 9, 2026Episode 1853 min

Help Articles and Writing Strategies in the Age of AI with Leslie O'Flahavan

Send us Fan MailWe’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whether the reader is a person or an AI tool pulling from your help center.We discuss:How AI uses help articlesWhy outdated or vague documentation can create bigger problems fasterWays support teams can improve their knowledge basesLeslie also shares practical writing tips you can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 ProfileE-WRITEHelp Scout article/webinar: Why Analytical Reading Is a Must-Have SkillLinkedIn LearningWe 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!

May 12, 2026Episode 171 hr 0 min

How Support Teams Can Prove Their Value Across the Company with Andrew "Coach" Rios

Send us Fan MailCustomer 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!

April 14, 2026Episode 1650 min

Practical Uses of AI in Customer Support with Craig Stoss

Send us Fan MailIn 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 scoresThe skills support professionals should start building nowThis 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/cstossKodif.ioWe 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!

March 10, 2026Episode 1551 min

Using Psychology to Thrive in Customer Support with Melody Wilding

Send us Fan MailCustomer 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.comPodcast: Psychology at WorkWe 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!

February 10, 2026Episode 1459 min

Creating a Healthy Mindset in Customer Support with Sarah Caminiti

Send us Fan MailGreat 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!

January 13, 2026Episode 1341 min

Finding Excellent Customer Support Agents in Unlikely Places

Send us Fan MailThe 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!

December 9, 2025Episode 1242 min

How Intentional Gifting Creates Loyal Customers with Sarah Betts

Send us Fan MailSarah 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 LinkedInSupport Driven communityElevateCX communityLater 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!

November 11, 2025Episode 111 hr 6 min

Turning Customers into Superfans with Brittany Hodak

Send us Fan MailHow 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 superfansHow customer apathy is the real risk to your businessOne bad touchpoint can cost years of revenueBrittany's SUPER Model CX playbookWhy the Platinum Rule is much better than the Golden RuleHow to craft a great apologyBe 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!

October 14, 2025Episode 1042 min

The High Cost of Urgency: Mistakes, Burnout, and Bad Customer Experiences

Send us Fan MailIn 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 inboxBuild a calm support culture even when customers are in crisisTrain your team to slow down without sacrificing serviceModel healthy leadership that prioritizes quality over speedRecommended reading: It Doesn't Have to Be Crazy at WorkWhether 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!

September 9, 2025Episode 955 min

Remote Support Team Management with Erica Clayton

Send us Fan MailWe'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 processesPreventing remote burnoutFostering social connection without micromanagingDeveloping communication routines that actually workErica 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!