Text the show! Should your small business stick to regular business hours or add after-hours support without burning out your team? In this episode, Priscilla chats with support specialist Cara Pacetti about how Buzzsprout’s in-house help desk tested weekend and evening coverage without turning into a 24/7 call center or hiring a pricey after-hours call answering service. You’ll hear how we: Checked time zones, call volume, and support requests to confirm customers actually needed help outside normal business hours. Ran trial-and-error schedules (split shifts, real-time notifications, limited on-call windows) to streamline call handling and troubleshooting—while protecting customer satisfaction and team sanity. Shared the workload fairly with quarterly rotations, clear escalation paths, and transparent hiring so new teammates know weekend duties up front. Said “no” kindly to feature requests, improved the customer service experience anyway, and routed true roadblocks ahead of nice-to-have questions. Weighed outsourcing to a live answering service, telephone answering service, or live agents vs. keeping support in-house. We want to hear from you! Share your support stories and questions with us at
[email protected]! To learn more about Buzzsprout visit Buzzsprout.com . Thanks for listening!
