Can you believe we’re only two weeks away from SD Expo Europe? The SD team is hard at work putting the finishing touches on the event planning. If you’re in planning mode too, here are some resources you’ll want to make sure that you have in your SD Expo toolkit.


Schedule Overview


In case you haven’t already scoured the schedule to plan your perfect Expo experience, the schedule is up! Here’s what you’ll want to make sure you know:


  • SD Expo Europe is running for two days, April 1-2, from 9am-4pm each day.
  • Registration begins at 8am on Day 1, and 8:30am on Day 2.
  • Programming is divided between talks, workshops, and discussion groups. You’ll be able to select the sessions that best fit your professional goals throughout the day- make sure to check out the event schedule to strategize.
  • Lunch will last from 12-2, leaving you tons of time to explore Belgrade’s food scene.


If you have questions not covered by the schedule, make sure to check out the Expo Guide.


Do you have the app yet?


Drat, which track did you want to attend in the afternoon again? Are you late for registration? What time is lunch? Using the SD Expo app, you can navigate the event stress-free, with the comfort that the answers you need are only a tap or two away.


The event app is available by downloading the Whova app for iPhone or Android. From there, search for Support Driven Expo Europe to get started!


If you’re not a Belgrade local, make sure to check out the Location page for resources on localized topics such as transportation, SIM cards, and  Things To Do in Belgrade.


Speaker Highlights

Scaling Weekend & Holiday Support

Ruth O’Brien, Intercom



At the very beginning, most support teams deal with every customer/query in a similar fashion. A small team of generalists respond in roughly the same timeframe to both high and low paying customers. Offering the same level of support to all customers can only scale to a certain point before cost outweighs benefit. As your customer base and team grow, efficiency and cost become more and more of a concern. However, nobody wants to work on a team where this is all that matters. There are humans on both sides of the messenger/email/phone call. My talk/workshop will discuss how scaling support teams can start thinking about: 1) If/when to provide (or remove!) 24/7 support 2) When generalists should become specialists 3) How to match support offerings to customer segments 4) Should more customer $$ really mean faster/‘better’ support? 5) What about automation? What about the humans?! I’ll speak about how we’ve actioned each of these points in Intercom (both what went well and what didn’t!)


Chrome Extensions that make your life easier

Sergiu Andreca, Thrive Themes



Working as a support technician is always challenging. Being able to deliver a good and a fast experience to your customers is crucial. For this you will need some tools that will help you to achieve that. Sergiu will give you recommendations for the best chrome extensions for different areas like: – Spell checking; – Text expander; – Debugging ( CSS, Responsiveness, browser compatibility ); – Screenshots, video recording. Using all of this tools will definitely make your life and job easier.


Not just free pizza! How to develop your Support teams culture

Seán Reid, HubSpot


Our attitude to the workplace has changed. We no longer look at work as “just a job”; we now want to know how an employer will invest in us, we want to know what their values are and do they align with ours. If we do not invest time creating an attractive team culture, we are missing out on recruiting and retaining the best talent out there. Culture, however, is more than free pizza. A strong culture program is one that is inclusive, creates a safe work environment, encourages team growth, and makes your team feel proud to be associated with you as an employer. If you do not take the time to set a culture program in place, you also run the risk of a toxic culture growing within your team which can do more damage to your brand for your customers as well as potential employees. During this session, Seán will guide you through how he developed a culture program within HubSpot’s EMEA Customer Success org, how it grew into other global offices, and how to grow out your own culture program.

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