The manual for customer support ops and management that we should have gotten. Building it episode by episode from Live Chat with Jen Weaver!

Episode 7 - Tone Matters: The Document That Keeps Buzzsprout’s Support Team Unified

Process Playbook - Brooke.pdf2.90 MB • PDF File
Template Support Tone Document.pdf115.47 KB • PDF File
Support Tone Development Worksheet.pdf98.90 KB • PDF File

Episode 6 - Agile CX: Steph Uses Dev Sprints to Focus Team Energy

Process Playbook - Steph.pdf1.20 MB • PDF File

Instructions for the CSV file:

Slack List CSV File.pdf58.63 KB • PDF File

SprintTemplate_SlackList.csv

drive.google.com/file/d/1zaDdNlCCCz87WAZyP7plwMOA5KKYEvfH/view?usp=drive_link

CX Sprint Meeting Agendas.pdf82.99 KB • PDF File

Episode 5 - From Zero to Scalable: Brittany Ferguson Builds Support Teams

Process Playbook - Brittany.pdf1.25 MB • PDF File

Episode 4 - Automate Everything: How Rob Dwyer Used VBA to Save Hours on Training & QA

Process Playbook - Rob.pdf697.21 KB • PDF File

Episode 3 - Handling Heated Conversations: Conor’s Escalation Processes Reduced Team Stress

Process Playbook - Conor's Escalation Process.pdf1.30 MB • PDF File
Proposal_ Implementing an Escalation Process for Challenging Customer Conversations.pdf79.22 KB • PDF File

Episode 2 - Effortless Product Launches: Ashley’s Strategy for Support Team Readiness

Product Enablement Playbook, Step by StepAshley Gutierrez Siler's method for support-product enablement 1.18 MB • PDF File
Support Release Process - Task TemplateThis is Ashley's real-life template for product releases, task by task.63.21 KB • PDF File

See you next time! 💖