Every week, folks from the Support Driven community share what they’re reading and watching in #reads. To see all of our reads, check out reads.supportdriven.com.

By Romain Lapeyre – The secret to delivering personalized support at scale
“Buffer is well known for personalizing all their responses to customers. Because of that, the quality of their customer service is one of the best in the SaaS industry.
The thing is, it’s hard to do this at scale, and most support teams eventually stop all sorts of personalization as they reach a significant size.”

From Graham Murphy – 3 Things Your User Retention Rate is Hiding
“Improving retention is a complex challenge. But before you can improve retention, you have to understand it. And the way we’ve all grown accustomed to looking at retention hides as much as it reveals.”

From Denise Twum – Practical Frameworks for Beating Burnout
“Some of the benefits of these practices are obvious: longer-term employee engagement, creativity, happiness etc. But the real advantage is that it’s forward thinking. “There’s a strong trend toward a more integrated lifestyle in tech where work never truly ends and life never truly ends.” They co-exist. And when this is the case, balance is essential.”

From Mercer Smith-Looper – What Is Good Customer Service? Here’s What Customers Think.
“It’s tempting to pigeonhole good customer service into a single sentence or soundbite that makes it sound simple and easy.

But excelling at support—and using it to grow your business—means constantly learning, trying things, and evolving to always be delivering the experience that truly make your customers love you.”