April 15, 2021

Behind the Scenes of Podcast Tech Support

Behind the Scenes of Podcast Tech Support

As someone who works in tech support for a podcast media hosting company, I get to see a wide view of the podcasting space. With this in mind, I want to help you get your podcast questions answered quickly.  Tip 1: Write down your login name and...


As someone who works in tech support for a podcast media hosting company, I get to see a wide view of the podcasting space. With this in mind, I want to help you get your podcast questions answered quickly. 

Tip 1: Write down your login name and password. 

There are times when we don't post an episode for a while and when we fire up the microphone we forget how to login. I use a tool called LastPass that securely stores my login and passwords. 

TIP 2: Be SUPER Specific. Here are general terms that people use. 
My Podcast (name?)
The Episode (which one)
Isn't playing (where).
Isn't displaying (where)
My Client (which one)

TIP 3: Send the ticket from the email you use to login

This way if you forget to say the name of your podcast, then the tech support person should be able to look up your account based on your email. 

TIP 4: Let Me Retrace Your Steps

So you feel something isn't working right. To recreate the problem, I need to know exactly what you've tried and how you did it. So instead of, "I can't update my billing." It would be. I logged into my account for my show (name of show) on my phone and I copied and pasted in my new credit card number. When I click save it go the error (then the error). 

Tip 5: Uncropped Screenshots Are Always Welcome

Here is an article on how to take screenshots. You can paste these into a Word or Google Doc and then attach them to a ticket. 

TIP 6: Sending Multiple Tickets Can Slow Down The Response

I know the squeaky wheel gets the grease. However, when you send in a ticket, and another, and another. Instead of having all of your information in one place, I now have to organize all of your comments and that takes more time. Be patient. We want you up and running. Also, trying to shame people by posting to social media isn't helpful either. The social media person often is not a person on the tech support team. 

TIP 7: Don't Ask Facebook

I realize you in a panic in some cases, and you REALLY need an answer. When you ask Facebook there are a few things to consider:

1. You are asking people who may not have any insights into the issue, but respond anyway.
2. The competitors of your current media host will start telling you to switch to their service. 

I'm not going to ask my Dentist how to add a new starter to my car. The best place to get the best answer is from the team of your media host. They know the system inside and out. 

TIP 8: Patience is a Virtue

I understand you're frustrated, but taking your frustration out on the person who is trying to help you doesn't help the situation. This especially goes for churches. 

Summary: 

Your tech support team wants you to be successful. They want you up and running sooner or later. No detail is too small. Many times if you log into your media host first, the information about your account is already included. 

 

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