Send us Fan Mail

In 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 scores
• The skills support professionals should start building now

This 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/cstoss
• Kodif.io

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!

Send us Fan Mail

Customer 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.com

Podcast: Psychology at Work

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!

Send us Fan Mail

Great 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!

Send us Fan Mail

The 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!

Send us Fan Mail

Sarah 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 LinkedIn
• Support Driven community
• ElevateCX community

Later 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!

Send us Fan Mail

How 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 superfans
• How customer apathy is the real risk to your business
• One bad touchpoint can cost years of revenue
• Brittany's SUPER Model CX playbook
• Why the Platinum Rule is much better than the Golden Rule
• How to craft a great apology

Be 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!

Send us Fan Mail

In 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 inbox
• Build a calm support culture even when customers are in crisis
• Train your team to slow down without sacrificing service
• Model healthy leadership that prioritizes quality over speed

Recommended reading: It Doesn't Have to Be Crazy at Work

Whether 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!

Send us Fan Mail

We'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 processes
• Preventing remote burnout
• Fostering social connection without micromanaging
• Developing communication routines that actually work

Erica 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!