Remote Support Meet-Up Notes

Remote Support Meet-Up Notes

Last week, I attended my first remote support meetup. I wanted to share the notes on what we discussed and what we gained – let’s spread the word! Something that we talk about an awful lot in the support industry is being remote: working with remote workers, managing...

Meet Fellow Community Members

I have decided that meeting new people is perhaps the hardest thing about being an Adult. For me personally, making connections with new people isn’t a skill I seem to have carried over from childhood.   I am more of this type of person: New Person: Hi! I am Tom! What...

Setting Up Customers for Success with Dayna Elliot

Dayna Elliot shares how she reaches out to her customers and sets them up for success by understanding what they need and getting them engaged with the product. Topics: How to make demos / training useful for customers. How to help customers get the most out of your...

Measuring Customer Support with Nykki Yeager

Nykki Yeager shares how she measures customer support and uses data to guide her team and work with other teams at the company. Topics: Forecasting support staffing Measuring agent quality Collaborating with other...

Company Wide Support with James Rogers

James Rogers shares how he organized a volunteer team across the company to do customer support. Topics: Getting started with company wide support Building a team of volunteers to do support Adapting the support process for people from other departments Lessons...