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From 12 epsHosts
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Recent episodes
Relevance before brevity in support with Leslie O'Flahavan
Jun 15, 2026
Unknown duration
700 classes and 0 perfect takes with Alison Groves
Jun 2, 2026
30m 17s
Kristi Thompson creates her own job
May 17, 2026
20m 55s
5 Themes from Season 2
Apr 20, 2026
20m 42s
Is David Sparks too kind to be a lawyer?
Mar 24, 2026
35m 21s
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| Date | Episode | Topics | Guests | Brands | Places | Keywords | Sponsor | Length | |
|---|---|---|---|---|---|---|---|---|---|
| 6/15/26 |  Relevance before brevity in support with Leslie O'Flahavan | Leslie O'Flahavan has spent 30 years teaching people to write well at work — including plenty of customer service teams. Leslie and Mat discuss what it takes to write concisely in support, and how to develop your team's concise writing skills. | — | ||||||
| 6/2/26 |  700 classes and 0 perfect takes with Alison Groves✨ | customer educationlive teaching+3 | Alison Groves | Help Scout | — | customer educationlive classes+3 | — | 30m 17s | |
| 5/17/26 |  Kristi Thompson creates her own job✨ | job creationcustomer stories+3 | Kristi Thompson | Help Scout | — | Help Scoutjob creation+3 | — | 20m 55s | |
| 4/20/26 |  5 Themes from Season 2✨ | customer-centric businessesbusiness lessons+3 | — | Help Scoutbrewery+2 | — | customer-centricbusiness lessons+3 | — | 20m 42s | |
| 3/24/26 |  Is David Sparks too kind to be a lawyer?✨ | lawtechnology+3 | David Sparks | Help Scout | — | lawyercreator+3 | — | 35m 21s | |
| 3/8/26 |  NapLab tells you what mattress sellers will not✨ | mattress reviewsconsumer advice+3 | Derek Hales | NapLab | — | mattressesreviews+3 | — | 37m 15s | |
| 1/19/26 |  Young Henrys — Our First Customers✨ | communitybusiness strategy+4 | Oscar McMahon | Young Henrys | SydneyInner West | Young HenrysOscar McMahon+5 | — | 46m 42s | |
| 12/9/25 |  YNAB — Our First Customers✨ | customer supportsustainable growth+3 | Todd Curtis | YNABHelp Scout | — | customer supportsustainable growth+3 | — | 39m 41s | |
| 11/19/25 |  Wistia — Our First Customers✨ | customer supportvideo marketing+3 | Chris Savage | WistiaHBO | — | WistiaChris Savage+5 | — | 35m 01s | |
| 9/8/25 |  ZSA — Our First Customers✨ | craftsmanshipcommunication+3 | Erez Zuckerman | ZSA Technology LabsHelp Scout | — | ZSA Technology LabsErez Zuckerman+5 | — | 41m 44s | |
Want analysis for the episodes below?Free for Pro Submit a request, we'll have your selected episodes analyzed within an hour. Free, at no cost to you, for Pro users. | |||||||||
| 8/11/25 |  Help Scout — Our First Customers✨ | customer loyaltybusiness growth+3 | Nick FrancisDenny Swindle+1 | Help Scout | over a decade | customer trustbusiness management+3 | — | 32m 19s | |
| 7/18/25 |  Supportive Shorts — Reframing AI Chatbots✨ | AI chatbotsself-service tools+3 | — | Help Scout | — | AIchatbots+3 | — | 7m 18s | |
| 6/2/25 |  Supportive Shorts — Season 1 is a wrap!✨ | season wrap-uprecurring themes+3 | — | Help Scout | — | season finalepodcast recap+3 | — | 18m 21s | |
| 4/24/25 |  Episode 10 — Inside Buzzsprout support with Priscilla Brooke | Priscilla Brooke leads a team of support experts to help podcasters run, distribute, and grow their shows. In this episode she talks about her journey into support, and her approach to service at Buzzsprout. | — | ||||||
| 3/25/25 |  Episode 9 — On Community | Elevate CX founder Sarah Hatter chats with Mat (again!). This time, she shares her community building journey from idea to impact, revealing how in-person connections, shared wisdom, and a true sense of belonging have shaped Elevate CX into the community it is today. | — | ||||||
| 3/5/25 | Episode 8 — Origins of Support | Sarah Hatter — support veteran, community legend, and founder of ElevateCX — joins Mat to talk about the early days of SaaS support, and the human support of the future. Sarah will be back next month to talk about the incredible support community she helped create. For show notes, links, and further reading, check out https://www.helpscout.com/resources/supportive-podcast/S1E8/ | — | ||||||
| 2/7/25 |  Episode 7 — Getting Started in Support | Mat and a bunch of support experts share actionable tips, encouragement, and helpful advice for people new to support, those considering a support career, and even jaded veterans. | — | ||||||
| 12/19/24 |  Supportive Shorts - Change for Santa | In the final Supportive Podcast of the year, Santa's dealing with change, just like the rest of us, and Mat has some thoughts and thanks as we consider 2025. | — | ||||||
| 12/4/24 |  Episode 6 — Support Teams of 2028 | A stranger delivers a USB-C stick from the future, and Mat discovers it contains a recording of a corporate onboarding for new support staff in November of 2028. What does it all mean? Listen now, or visit https://www.helpscout.com/resources/supportive-podcast/S1E6/ for a video version, plus show notes and further reading. | — | ||||||
| 10/24/24 |  Patto Presents - Epochal Growth - Customer Centricity Through Journey Mapping | Mat shares a special crossover: Episode 6 of Epochal Growth with host Sarah Caminiti interviewing Ben McCormack, a customer experience expert, who discusses the importance of customer journey mapping in fostering customer-centricity within organizations. Huge thanks to Sarah for sharing her interview with us. To hear more from Sarah on Epochal Growth, visit https://www.epochaloperations.com/epochal-growth | — | ||||||
| 10/9/24 | Supportive Shorts — My First Customer Service Job | Mat describes his first customer service experience working as a paper boy. What was yours? Email thesupportive@helpscout.com to let us know. | — | ||||||
| 9/23/24 |  Episode 5 - Escape the Queue | Mat chats with Elyse Mankin, experienced support leader and former headband girl to talk about her experiences moving from frontline support into a leadership role. See https://www.helpscout.com/resources/supportive-podcast/S1E5/ for more. | — | ||||||
| 8/29/24 |  Episode 4 - Greatest Mistakes in Customer Service History | In this episode, Mat shares stories and lessons from six examples of customer service fails throughout history — from poor quality trade goods in ancient Mesopotamia to spectacularly bad motel service in present-day Australia. For more information on all of these incidents, a full transcript, and further reading, visit https://www.helpscout.com/resources/supportive-podcast/S1E4/ | — | ||||||
| 8/15/24 | Supportive Shorts - Time is Money | Mat explores the recent Biden/Harris announcement of a "Time is Money" crackdown on customer hostile business practices. | — | ||||||
| 7/25/24 |  Episode 3 - Secrets of A Product Manager | Ben Henderson — product manager, former DJ, and boot Tetris expert — chats with Mat about his role and how customer support leaders can most effectively make their case for product changes and fixes. Plus, an Aussie slang challenge! For show notes, relevant links, further reading, and a full transcript visit: https://helpscout.com/resources/supportive-podcast/S1E3/ | — | ||||||
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