Customer support is not just about solving problems—it’s about bridging gaps. And one of the biggest gaps in many organizations? The one between Support and Product.

In this episode of Telecast PH, host Jeff Thompson sits down with Ana-Alicia Siquerios to talk about why breaking down these silos is key to a better customer experience. Support teams have a front-row seat to what customers love—and what frustrates them. But without a strong partnership with Product, those insights get lost in translation.

Ana-Alicia shares real-world strategies on how Support teams can go from being reactive problem-solvers to proactive product influencers. From building trust with Product teams to making feedback actually matter, this conversation is packed with insights that can reshape how your company approaches collaboration.

Key Takeaways:

✅ Support teams hold a goldmine of customer insights—Product needs to tap into them.

✅ Effective communication means translating customer feedback into Product’s language.

✅ Internal SLAs between Support and Product can streamline issue resolution.

✅ Proactive collaboration during product development prevents avoidable customer pain points.

✅ Transparency in knowledge-sharing benefits both teams and improves the customer experience.

Tune in to hear how your support team can stop being 'the forgotten department' and start driving meaningful change!

Check out Peek here: https://www.peek.com/

Discover how Telework PH can help you build a highly skilled and adaptable remote support team.

Visit www.teleworkph.com to learn more about our outsourcing solutions.

Want to discuss how we can help your business? Connect with Jeff Thompson on LinkedIn to explore tailored solutions for your support team needs. 👉🏼 https://www.linkedin.com/in/jeffthompsontwph/

Connect with Ana-Alicia Siquerios on LinkedIn. 👉🏼 https://www.linkedin.com/in/anaaliciasiqueiros/

#businessowners #customersupport #podcasts #podcast #scaling #remoteteams

In this episode of Telecast PH, host Jeff Thompson engages in an insightful conversation with John Gombocs, a Global Training and Technical Support Manager with over 15 years of experience in building and managing remote tech teams. John unpacks the nuances of training, leading, and fostering collaboration across global teams in remote environments.

Key Takeaways:

-Addressing cultural differences to ensure effective training and communication.

-Implementing asynchronous learning tools to maintain training consistency across time zones.

-Strategies for engaging and motivating remote teams through gamification, peer mentorship, and knowledge-sharing exercises.

The importance of leadership visibility, empathy, and building a culture of inclusivity and continuous learning.

John also shares practical advice on fostering autonomy and trust within teams while emphasizing the role of leadership in guiding rather than micromanaging. From onboarding large groups to encouraging personalized growth plans, this episode offers actionable strategies for anyone seeking to scale and optimize their remote tech teams.

Don’t miss this engaging discussion that will leave you with actionable insights to elevate your remote team leadership

Discover how Telework PH can help you build a highly skilled and adaptable remote support team that enhances efficiency and customer satisfaction.

Visit www.teleworkph.com to learn more about our outsourcing solutions.

Want to discuss how we can help your business? Connect with Jeff Thompson on LinkedIn to explore tailored solutions for your support team needs. 👉🏼 https://www.linkedin.com/in/jeffthompsontwph/

Connect with John Gombocs on LinkedIn. 👉🏼 https://www.linkedin.com/in/john-gombocs/

#businessowners #customersupport #podcasts #podcast #scaling #remoteteams

In Episode 6 of Telecast PH, host Jeff Thompson speaks with Kishore Balasubrmanyan, an expert in scaling Customer Success and Customer Support teams for global SaaS companies. Together, they explore the distinct roles of Customer Success and Customer Support and their critical contributions to retention, revenue, and advocacy. Key Takeaways: -Discover how Customer Success and Customer Support differ in their roles and impact. -Learn why proactive success teams are vital to retention, expansion, and customer advocacy. -Explore strategies for scaling global teams while maintaining a consistent and high-quality customer experience. -Find out how AI and automation are transforming customer support and customer success in the SaaS industry. -Get insights into building strong cross-department collaboration to close the feedback loop and drive customer satisfaction. Don’t miss this engaging conversation filled with actionable strategies and future-focused insights. Tune in now and subscribe to Telecast PH to uncover how to elevate your customer experience and scale your support operations! Discover how Telework PH can help you build a proactive and scalable customer support team that delivers exceptional results. Visit www.teleworkph.com to learn more about our outsourcing solutions. Ready for a personalized consultation? Connect with Jeff Thompson on LinkedIn to discuss how we can tailor our services to your business needs. 👉🏼 / jeffthompsontwph Connect with Kishore Balasubramanyan on LinkedIn 👉🏼 / kishore-balasubramanyan-135a3a6 #businessowners #customersupport #podcasts #podcast #scaling

In this 5th episode of our series on Scaling and Managing Support Teams, join our host Jeff Thompson as he discusses with Bettina Abbott, a seasoned support leader, the essential strategies for preparing your support team for growth.

Key Takeaways:

- Discover how to pinpoint the right moment for scaling your team, ensuring you're proactive rather than reactive.

- Highlighting the crucial role of having training materials and infrastructure ready before the scaling process begins.

- Uncover strategies for building a robust team that can handle both increased volume and maintain high-quality service.

- Gain insights on the typical mistakes made during scaling and strategies to avoid them.

Don’t forget to subscribe to Telecast PH for more expert advice aimed at fostering sustainable growth and operational excellence. Unlock the potential of your support team with insights from this episode!

And if you're ready to discover what offshore outsourcing can do for your business, visit www.teleworkph.com or connect with Jeff Thompson on LinkedIn for tailored outsourcing solutions.

👉🏼 https://www.linkedin.com/in/jeffthompsontwph/

Connect with Bettina Abbott on Linkedin 👉🏼 https://www.linkedin.com/in/bettina-e-abbott/

#businessowners #customersupport #podcasts #podcast #scaling

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In this fourth installment of our 'Scaling and Managing Support Teams' series on Telecast PH, we focus on the crucial role of customer support systems in today's rapidly growing business environment. As companies continue to emerge and expand, crafting effective and empathetic customer support is essential. Join us as we chat with Angelica Rosen, an experienced leader in support team management. She shares insights on building a support team from the ground up and keeping customer interactions personal and empathetic as the team expands. Key Takeaways: - Learn the essential steps for setting up a new support team. - Discover how to maintain a personal touch in customer service as your team grows. - Benefit from Angelica’s experiences with integrating strong customer support practices in various business settings. - Get practical advice and real-world examples that can be applied to any customer support operation looking to expand effectively. Tune in to this episode on YouTube and Spotify to gain insights into building a support system that not only meets but anticipates customer needs, ensuring every interaction remains impactful and personal. Listen on your preferred platform: Spotify 👉🏼 YouTube 👉🏼 https://youtu.be/_ruqcbLIta0 Don’t forget to subscribe to Telecast PH for more insightful strategies in customer support management. Discover how outsourcing with Telework PH can transform your customer support from routine to remarkable. Visit www.teleworkph.com for more information. To explore how our outsourcing solutions can benefit your business specifically, connect with Jeff Thompson on LinkedIn for a detailed discussion. 👉🏼 https://www.linkedin.com/in/jeffthompsontwph/ Connect with Angelica on Linkedin 👉🏼 https://www.linkedin.com/in/angelica-rosen/ #businessowners #customersupport #podcasts #podcast #scaling

In this third episode of our Scaling and Managing Support Teams series on Telecast PH, we feature an enlightening conversation with Geoff Ankuda, a seasoned Customer Support Manager. He explores the dual responsibilities of support teams, highlighting their role as both the face of the company and the advocate for the customer. Learn how effective management of customer feedback can drive business improvement and growth.
Key Takeaways:

- Explore how support teams bridge the gap between customers and the company, shaping the customer experience and influencing business strategies.
- Discover why harnessing customer feedback is crucial for refining products and services.
- Geoff shares strategies for gathering feedback across various channels to ensure comprehensive customer insights.
- Learn about the tools and methods that enable support agents to efficiently address feedback while upholding service excellence.
- Understand how to assess and prioritize feedback to tackle the most significant issues first.
- Hear about proactive strategies to anticipate and mitigate potential issues before they escalate.
- Find out how effective communication and attentive feedback handling can build trust and foster lasting customer relationships.
Join us to gain valuable insights from Geoff’s experience and discover actionable strategies that can transform your support operations into a strategic asset for your business.
Enjoyed the episode? Subscribe to Telecast PH for more expert insights from our Scaling and Managing Support Teams series!

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In the second episode of our Scaling and Managing Support Teams series, we sit down with Stephen Ng, Senior Director for Global Support and Customer Advocacy at Splashtop, to explore the secrets of scaling support operations efficiently while maintaining high-quality service. Stephen brings over 30 years of experience managing both domestic and international support teams, and he shares his expert strategies for improving processes, leveraging KPIs, and aligning support with product development. If you’ve ever struggled with balancing growth, costs, and customer satisfaction, this episode is for you. Learn how to turn your support team into a strategic asset!

𝐊𝐞𝐲 𝐓𝐚𝐤𝐞𝐚𝐰𝐚𝐲𝐬:

• Discover why simply adding more people is not the solution to scaling.
• Learn how to use KPIs effectively to measure success and improve performance as your support team scales.
• Understand how integrating your support team into the product development process can boost customer retention and even open up new sales opportunities.
• Explore how to transform your support team from a cost center into a revenue-generating arm of your business.
• Hear how strong leadership and open communication can keep team morale high, even in the face of rapid growth.

Looking to optimize your support operations?

Telework PH is here to partner with you on building a high-performing, scalable team that aligns with your business goals.

Discover the possibilities at www.teleworkph.com, or connect with Jeff Thompson on LinkedIn to explore how offshore outsourcing can elevate your support strategy.

Enjoyed this episode?

Subscribe for more expert insights from industry leaders in our Scaling Support Teams series!

In this exciting first episode of our series on Scaling and Managing Support Teams, we sit down with Pam Connors, a Process Optimization expert, to uncover the hidden costs of inefficient documentation and processes. Pam shares invaluable insights on how to streamline operations, eliminate bottlenecks, and improve both customer satisfaction and support team morale. If you’ve ever wondered how much ineffective processes are holding back your business, this episode is for you. Discover how to turn inefficiencies into opportunities for growth!

Key Takeaways:

- Discover how inadequate documentation can hinder support teams and lead to decreased customer satisfaction.

- Understand why solid process documentation is the backbone of scalable and efficient support teams.

- Learn the significance of involving support agents in process improvement efforts, transforming them into advocates for positive change.

- Hear how Pam helped a company save over $1 million a year by refining and automating a key process, improving both employee morale and customer satisfaction.

- Explore the various tools and platforms that can be utilized to manage and streamline support processes effectively.

Ready to optimize your support team and scale with ease? Reach out to us at Telework PH to learn how we can help you build efficient, customer-centric support teams.

Visit www.teleworkph.com or connect with Jeff Thompson on LinkedIn if you're ready to explore what offshore outsourcing can do for your business.

Enjoyed this episode? Subscribe and stay tuned for more insights from industry experts in our Scaling Support Teams series!