Metamuse

54 // Support

Apr 14, 2022

57:47

Creator website

Highlights

AI Chapters

Episode notes

Building Context in Customer Support

02:36

Meet the user’s level of proficiency for support

00:41

Support Request Types: Information, Bugs, Features, Service

02:30

Customer and Company Perspectives on Support

03:13

Introduction

3min

What Does Support Mean for You?

4min

What's the Difference Between Support and Customer Service?

2min

How Do We Handle Support Atmus?

3min

Is It Tougher to Handle a Dedicated Support Person?

2min

The Hand Off Element in Support

3min

The Context of Customer Support

2min

Is There an Opportunity for a Support Help Desk?

2min

First Republic Bank

5min

10.

The Emotional Impact of a Credit Card Authorization

2min

11.

Customer Connection - I'll Take an Early Lunch

4min

12.

Customer and Company Perspectives on Support

3min

13.

Y Really Does Have an Outsize and Pack

3min

14.

Getting a Lot of Feedback From Your Customers

4min

15.

Is Pigma a Good Product?

2min

16.

Stripe - What's Your Experience Like at Stripe?

4min

17.

The Difference Between a Small Company and a Large One

2min

18.

What's the Relationship Between Developers and Support Staff?

3min

19.

The Costing of Sass Software

2min

20.

Can You Add Infinity Pen Colars?

4min

Customer support is sometimes an afterthought for tech product companies, but it can be one of the most important parts of user experience. Mark and Adam discuss using support as a type of user interview; how to balance long-term product vision with listening to customers; and support reputations of companies like Zappos, IBM, and Comcast. Plus: the value of transparency vs why airlines conceal flight delays.

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