Support Driven Community

 

 

If you’re looking to share and build relationships with other folks in customer support or looking for your first (or next) job in customer support, you’ve come to the right place.

 

 

Support Salary Survey

We’ve partnered with Freshworks to help bring you this salary survey. We do the survey to shed light onto conversations about pay. We believe customer support is a fantastic career choice and we want to help people get paid what they’re worth. 

Heads of Support Survey

We’re working with Freshworks to help you answer questions about support budgets so you can make a case for requesting more resources or show how you’re effectively and efficiently working with the resources you have.

On-Boarding in a Distributed World – Best Practices and Perspective

When people hear “remote work” or “work from home” they almost always think that the person they’re talking to really just means sitting in front of the TV watching Buffy reruns with Slack open on their laptop on the coffee table. However, a recent study by IWG found...

Networking Like A Human

The word “networking” makes Sarah Betts cringe. Yet she has a reputation among her friends and coworkers as “The Networking Queen.” She shares how she became so connected, and how she managed to make connections that are meaningful.

How We Gave Customers A Seat At The Table By Creating A Product Support Coordinator Role

Andrea Silas, VP of Technical Support at DreamHost, shares how their support team bring customer perspective into company decision-making processes via a Product Support Coordinator role.

5 Management Tips From A Former Teacher

A long long time ago, in a world before I did customer support, I was a teacher. I spent 4 years teaching middle and high school students drama in Scotland, which definitely had its ups and downs. Most importantly, I learned a lot from managing groups of 20 students...

What Support Leaders Wish They Had Known When They Transitioned To Leadership Roles

This article was produced in collaboration with Influx as part of our supported channels program. We appreciate their support as it helps us invest in content for the greater Support Driven community. Want to be part of the discussion? Join us in the #leadership...

How to optimise your macros usage in Zendesk

Hi all! 👋 I am very happy to proceed with my series of Zendesk optimization posts. You can find previous ones about general Zendesk setup, ultimate optimization checklist, ideal KPI system, and excellent ticket categorization. This very post is based on those posts'...

Making the Business Case for Frameworks in Customer Support

Making the Business Case for Frameworks in Customer Support

The best customer experience leaders stay on top of emerging ideas in customer support frameworks, but making the case to shift strategies or invest in implementing them is a different story. Turn ideas into reality with tactics to get buy-in from leadership and a tactical plan to start implementing 2021’s anticipated CX trends.

Proactivity in Customer Support

Proactivity in Customer Support

Good customer support reactively answers questions quickly, accurately, and efficiently, but great customer support both anticipates and answers customer questions before they arise and leads customers to where they should be headed next.