Earlier this year we surveyed folks in the community about what you wanted to learn. You talked about exciting things like: leveling up without becoming a manager, dealing with difficult customers, and being a better advocate for your users.  Read the full survey results here.

With this in mind we set off on a new adventure for the community – creating an event to harness the knowledge in our community, and share it with each other.  

Last week we successfully wrapped up the Kickstarter Campaign for Support Driven Exposition (SDX), and we couldn’t be more excited to share #allthethings SDX with all of you.  

Below you’ll find information about SDX in general, previews of the Workshops that are coming your way during SDX, and information on how to book your hotel for the event. Heads up – the hotel has a special price through May 21st.

You can also hop on over here, to snag an SDX ticket!

First, what is it?

SDX is a one day – multi track event to allow you to take your support skills to the next level.  Designed for people who do support, you will have the opportunity to learn skills from a support perspective.  All of the sessions and talks at SDX are designed with you in mind, and tailored so you can use the skills right away.  

We set out to create an event that works for everyone in support – from folks on the front lines to managers and up. In short, if one of these sessions could benefit your career or your job, you should be here.

To make sure there is something that fits everyone’s unique learning styles, we’re offering workshops (activity based learning), traditional talks, and more!

Let’s talk about workshops

Workshops are a new idea we’re bringing to SDX.  They are 45 minutes long, and give you the opportunity to learn an idea, and get some hands on experience through activities.  

Read on to learn about some samples of workshops we are excited about.  We’ve divided them into different topics below.  You can also hop over here to Guru’s blog post, to read their take as well!


Ben at SmugMug – Motivating Your Team
Get better results from the people who work for or with you out of desire to do better and not from commands to improve.


Diana at Automattic – Creating training courses 101
Creating a simple email course to teach new hires (or even new customers!) about how the software works, with specific assignments.


Ben at FullStory – Prove It: Clear Communication With Data
You’ll walk away with the ability to confidently present your support needs and concerns to your organization.

Self Development

Sarah at Olark – Villains, trolls and grumps: surviving the worst of support
Identify a difficult customer and have a strategy for dealing with them confidently and efficiently

Doing Better Support

Lyzi at Mapbox – Support engineering 201: Using the Help Scout API
Know how to read API documentation and understand the basic structure of a script that makes requests to an API.

Improving Customer Experience

Chris at Wildbit – Nailing the first impression … and beyond!
Create a multi-step “nurture path” that aligns with their product’s customer journey map

Scaling Support

Beck at Ted – Cataloging Support: A Library of Answers
Come up with an agent-friendly system for cataloging your cases.

Owning Your Career

Zach at DigitalOcean – Explorer of self-improvement
Be honest with yourself about where you stand related to resiliency in your career, and identify a way to improve your career trajectory.

Where are folks staying?

We’ve created a room block at a hotel near SDX.  The room block helps you get the best hotel rate, and creates a fun place for chance encounters and meet ups – as fellow attendees are all nearby!

The hotel we have created the block at is the University Place Hotel.  

The block rate is $111/night (+ 15..3% tax). This rate is for July 21st and July 22nd.  Hot breakfast and wifi is included in the room rate.

In order to block this special rate, please call the hotel at 503-221-0140 or 1-866-845-4647 and ask for the “Support Driven” Room Block.  

This special rate is available until May 21st.  

If you have any questions, feel free to reach out to Chelsea – @chelsea on slack or chelsea [at] supportdriven.com).  

Excited?  Get your tickets now!

You can register for SDX through this link.  Looking forward to seeing you there!  

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