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Support Driven Community

Got questions about support or running a support team? Get answers from our community of 5000+ folks who care deeply about support.

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Support Driven Expo Americas

SD Expo Americas assembles some of the best folks in customer support to help you grow as a support professional in this two-day, multi-track conference in Portland, OR, USA.

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Support Driven Leadership Summit

Support Driven Summit brings leaders in customer support, customer success, and operations together to help you become a better leader.

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The community newsletter is the best way to keep up with Support Driven. The Support Driven Slack is full of great conversations, articles, resources, and community and conference updates. In the newsletter, we curate highlights from the community chat and send them to your inbox each Saturday so you don’t have to miss a thing.

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Support Salary Survey

Each year Support Driven and Help Scout partner to anonymously survey customer support professionals about salary. Take the survey and read the 2018 study results.

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Heads of Support Survey

Each year Support Driven and Help Scout partner to anonymously survey customer support professionals about salary. Take the survey and read the 2018 study results.

View Results

Leadership Roundtable: How to motivate remote employees

by Lucy Jasper | April 30, 2019 | Featured, Leadership | 0 Comments

As part of the Influx sponsorship of the #leadership channel, we wanted to find and share simple techniques to build better support teams. We’ve learned so much from the #leadership channel over the last two years, and we thought we could contribute by pulling out...

Better, Faster, Stronger: Unlocking the Benefits of Agile Performance Management for Remote Teams

by Agata Krzysztofik | April 2, 2019 | Articles, Featured, Leadership | 0 Comments

How do you measure the performance of remote employees? Many companies, moving from a traditional office model, still struggle with getting things right when it comes to ensuring that their remote employees stay productive without having someone looking over their shoulder. In this article we describe how by unlocking the benefits of Agile Performance Management, you can continuously measure and boost the performance of your team.

The secret communication tool for handling your users’ cultural differences… elegantly

by Sabine Harnau | April 2, 2019 | Articles, Essentials of Support, Featured, SD Expo Europe | 0 Comments

Born in Germany, having lived in Scotland, England and the Netherlands and having designed customer care comms in over 20 languages, cultural differences are part of my everyday life. And I’m sure it’s the same for you, too. Almost every company now sells to people...

Automate your incident communication process (without losing the human touch)

by Shannon Winter | March 19, 2019 | Articles, Essentials of Support, Featured, Incident Communication | 0 Comments

This article was produced in collaboration with Statuspage 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 #incident-comms...

Where to start to build a local Support Driven community from scratch

by Georgia Tsiamanta | February 19, 2019 | About SD, Articles, Featured, SD Expo Europe | 0 Comments

Each local ecosystem is unique and has its own dynamic. You know better than everyone your town, your country and your people. You know how they prefer to interact and network with each other, what are the cultural aspects that affect their work and what are their...

Who’s Attending SD Expo and How to Apply for a Complimentary Ticket | SD Americas Update

by Vicki Laninga | May 16, 2019 | SD Expo Americas

There's much to do while planning for an event like SD Expo Americas. Floor plans are being designed, timelines are being coordinated, and volunteer recruitment is underway. Event planning consists of an equal amount of grit, coffee, and spreadsheets, but we can't...

Apply for a Support Driven Expo 2019 Scholarship!

by Sarah Chambers | May 15, 2019 | SD Expo Americas, SD Expo Americas

Support Driven Expo welcomes a diverse group of customer support professionals to the conference every year. From industry veterans to those just starting their first customer support job, our attendees come to us from every walk of life. To stay inclusive to people...

Workshop Tips from Karissa Van Baulen, presenter at SD Expo Europe

by Andrea Badgley | May 13, 2019 | Articles, Speaker Guide

Karissa received high praise for her workshop at Support Driven, with one attendee saying, "The best session so far... Great examples and greats tips for us who need this help. Real GREAT session." I wanted to understand more about how Karissa made her workshop so...

Have you booked your room? Plus, Volunteer applications are now open! | SD Expo Americas Update

by Vicki Laninga | May 9, 2019 | Events, SD Expo Americas

We're only nine weeks away from SD Expo Americas -- officially in the single-digits! With the full schedule established, we're turning our attention to the details. Make yourself at home Support Driven Expo is Americas is July 11-12, so it's time to get your travel...

Volunteer for Support Driven Expo Americas!

by Brittany Ferguson | May 8, 2019 | Events, SD Expo

We’re getting ready for the 2019 Support Driven Expo Americas and we would love to have your help at the event! Volunteers will have the chance to contribute to and participate in Expo Americas: meet attendees and speakers, provide support for the conference, attend...

Behind-the-scenes: insights from Workshop Coordinator (and presenter) Lisa Hunt

by Andrea Badgley | May 7, 2019 | Articles, Events, Speaker Guide

Lisa Hunt has been an active member of Support Driven for many years -- in the Slack, organizing London Support Driven meetups, and volunteering, speaking at, or attending nearly every Support Driven conference ever produced. She got involved at a new level in 2019 by...

Workshop tips from Ruth O’Brien, presenter at SD Expo Europe

by Andrea Badgley | May 3, 2019 | Speaker Guide

I spoke with Ruth shortly after she finished presenting at SD Expo Europe, and she said something that made me want to learn more about how she prepared her workshop: she knew it was important to share insights from Intercom's experience with rolling out weekend and...

The SD Expo Americas Speaker Schedule is Up! Who Are You Excited to Hear? | Expo Americas Update

by Vicki Laninga | May 2, 2019 | Events, SD Expo

In the lead-up for July 11-12 Support Driven Expo Americas in Portland, you can expect a weekly update from the organizing team. Every Thursday, we’ll share news about what you can look forward to at the conference. We’ll also be highlighting a handful of speakers and...

Apply to speak at Support Driven Leadership Summit

by Andrea Badgley | May 1, 2019 | Announcements, Events, Leadership, Summit

Support Driven Leadership Summit was a success in 2018 -- it sold out and had a waiting list we were not able to get through. This shows us that the Support Driven community values a Customer Support leadership conference. So we’re doing it again! The 2019 Leadership...

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