Support Channels

Provide comprehensive customer support across multiple channels that meet customer preferences whilst maintaining consistent service quality and brand experience. Learn multichannel support strategy, channel integration, and service standardisation techniques that ensure customers can get help when and how they need it. From email to phone support, master the art of creating supportive customer service experiences.

View Episode

4th September 2025

Black Friday Part 4 - The Mom Test and 8 More Tips That Actually Work

with Matt EdmundsonfromAurion

Matt Edmundson reveals nine battle-tested Black Friday strategies that address operational realities rather than wishful thinking. From the "mom test" that prevents customer confusion to understanding that 70% of sales happen on mobile devices, these tips focus on building systems that work when traffic spikes. The key insight: Black Friday is a two-week opportunity, not a single day, requiring preparation for customer service floods, site speed issues, and mobile-first shopping behaviours.

1st Dec 2022Vance Morris

How To Bring The Magic Of Disney To Your Customer Service

Transform mundane customer interactions into magical experiences using Disney's proven seven-key framework. Vance Morris reveals how his 10 years at Disney, combined with real-world application in his own businesses, created a systematic approach to exceptional service. Discover the three-word process system, employee engagement secrets, and practical techniques for turning ordinary touchpoints into extraordinary customer moments that create raving fans and voluntary brand ambassadors.

8th Oct 2020Chloe Thomas

How to Prepare for Black Friday and Cyber Monday

When eight eCommerce experts shared their top Black Friday tips, not one mentioned marketing channels or discount percentages. Instead, every expert focused on preparation. Chloe Thomas reveals why 2020 demands different thinking—from warming audiences now rather than waiting until November, to eliminating voucher codes that overwhelm customer service teams. Discover the email sequences, testing strategies, and planning frameworks that separate thriving Black Friday campaigns from scrambling disasters, plus why some businesses should skip Black Friday entirely.