S4e8 The Getting Online Customer Service Right Edition with Mat Patterson
James chats with Mat Patterson who began his career as a web designer, in the days when every web page had a grey background.
He worked as an in house designer for companies including the Australian Stock Exchange and Booking.com, and did freelance web design for companies in Australia and the ...
Mastering Customer-Centric Support with Mat Patterson
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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 ti...
Epochal Growth x The Supportive Crossover: Self-Service is the Future
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In this special crossover episode, Sarah Caminiti teams up with Mat Patterson, host of Help Scout's The Supportive, to dive into one of the hottest topics in customer service: the future of self-service and AI. As businesses evolve, so does the way we support ...
Supportive Shorts - Time is Money
The Biden/Harris White House recently announced their "Time is Money" governmentwide crackdown on customer unfriendly practices. What's it all about, and will it make any difference to real world customer experience for Americans...Mat Patterson takes a look.
Here's the White House statement:
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How to Build and Maintain an Effective Knowledge Base with Mat Patterson
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A great knowledge base can make life easier for your customers and your support team—but where do you start? In this episode, we're joined by Mat Patterson from Help Scout to talk about building helpful, well-maintained articles that can actually eliminate repetitive support ques...
Episode 4: The Collector's Cup, Cyber Security, And The Philosophy Of Support
In an action-packed episode of GroupCollect The Podcast, the gang discusses:
Latest system updates from the month of April
An upcoming live Zoom Event on May 7th. REGISTER HERE: https://events.zoom.us/ev/Av-mUDzLDQaue6HnYtuX2iRBLOWInx5CWFPOr3k5ntfXc4xJis9Y~AhZWctXh0xioK6rrAkv0KvaNxucXZsrZhfeWVf...
Finding Your Voice in CX Content Creation
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Content has become the new currency of customer experience. But how do you find your voice, build credibility, and balance authenticity with brand alignment in an industry that’s still defining itself?
In this episode of CX Roundtable, host Sarah Caminiti gathers four leaders shaping ...
Creating customer-centred content with Mat Patterson
This week, Rachel and Lynne are chatting with freelance writer Mat Patterson (morehumancontent.com), who argues small and medium businesses and freelancers should lean into being personal, flexible and customer-close rather than copying big-company systems and jargon.
Mat shares his path from we...
Writing more human content with Mat Patterson
In this episode, I talk with Mat Patterson, a CX professional turned technical marketing writer who spent nearly a decade each at Campaign Monitor and Help Scout before going freelance and founding More Human Content. We talk about why content that keeps its personality connects better than conte...
Kate sounds off on being more human (and not boring)
In this solo episode, I share my latest content updates progress and reflect on my takeaways from Mat Patterson’s interview (S3:E42). I also share how my content in the Support KB has evolved over time and reflect on treating emails and other content forms as an invitation into someone’s space.
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