Mastering Customer-Centric Support with Mat Patterson

Epochal Growth | Empowering Leaders to Create Transformative Change

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Discover the ageless principles of customer support with our special guest, Mat Patterson, the Customer Service Content Lead at Help Scout. We embark on a historical journey through the fundamentals of customer service, examining how they've endured through time while facing modern challenges. Mat digs into the transformative potential of AI in customer support, offering invaluable insights on crafting effective self-service platforms and integrating AI thoughtfully without compromising service quality.
Next, we tackle the transitional phase companies experience when adopting AI tools in customer support. Learn about the common pitfalls of cheap AI solutions and the crucial role of maintaining high-quality support professionals. Mat shares his perspective on the rewarding aspects of nurturing talent in the support field, emphasizing the alignment of personal and workplace values, and the opportunities arising from market frustrations. We also explore skill improvement and career growth in a refreshing take on leadership within customer service.
Finally, we dive into the essence and mission of "The Supportive" Podcast & Newsletter and it's related content. Mat shares the unique challenges faced by support teams and the vision of Help Scout's founders. We discuss the importance of maintaining core values under financial pressures and the profound learning curve experienced by support teams. Tune in to understand the value of community in fostering growth and alleviating the stresses of support roles, and why everyone, including non-support staff, should appreciate the nuanced skills and emotional labor involved in customer support.
Couldn't make it to Denver? What about London? November 8th I will be there 100% and I cannot wait to meet everyone. Link!

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“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

فصول

1. Mastering Customer-Centric Support with Mat Patterson (00:00:00)

2. Exploring AI in Customer Support (00:00:07)

3. Navigating Change in Customer Support (00:13:41)

4. Empowering Support Teams Through Values (00:20:08)

5. Mastering Nuances in Customer Support (00:29:05)

6. Empowering Support Teams Through Community (00:36:41)

7. Building Community in Customer Support (00:46:30)