Make yourself at home
Support Driven Expo is Americas is July 11-12, so it’s time to get your travel and lodging taken care of. If you haven’t already purchased your Expo ticket, do that now so you can start planning your travel details. Portland State University (PSU) residence halls and University Place hotel are offering discounted rates for Expo attendees. The Expo Location page has details for booking the discounted rates. Both the dorms and the hotel are under a mile away from the event venue, and you know what that means: you get to sleep in!
Want to help out at Expo? Register to Volunteer!
Support Driven events are made for the community, by the community. If you’d like to get behind the scenes to help produce a Support Driven conference, organizers and attendees will appreciate it tons! Volunteers are an essential part of the event: Expo cannot happen without volunteers. As a volunteer you’ll get the opportunity to work closely with speakers and organizers, as well as meet and interact with lots of attendees you might not meet otherwise. Plus you’ll get a free conference ticket as a volunteer :). Check out the Expo call for Volunteers for details on different roles and time slots the event needs help with.
Here’s a sneak peek of some of the sessions you can look forward to at SD Expo Americas.
Technical Onboarding for Great Success
Rucheli Berry, Plaid
If you’re in the world of Support, you already know how important employee onboarding is for giving your new team members the confidence they need to do their jobs well. You also know that it’s an essential part of consistently delivering quality responses to your customers. But when it comes to *technical* onboarding for Support Engineering roles, that’s often easier said than done. How do you teach new tools, complex skills, and often convoluted application architecture to a teammate when they’re first starting out *without* them feeling like they’re trying to drink from a firehose? In this entertaining yet educational talk, you’ll get a behind-the-scenes look at how Rucheli Berry helped overhaul the technical onboarding process for Support at both Plaid and GitHub, and you’ll come away with practical changes you can make to your own onboarding program to ensure Great Success for your new hires going forward!
A Case Against Phone Support
John Cason, Salesloft
Why do smart, driven support agents get burnt out when phone support is added to the mix? This is the story of how SalesLoft Support made a strategic decision to reduce support channels to offer better support. It was a data driven AND team culture decision that allowed us to scale & serve target clients better.
Instant Resolution: From 1% to 20%
Andrea Silas, DreamHost
Learn from one organization’s journey in growing its instant resolution KPI from 1% to just over 20% in under a year. This case study will help you understand how to evaluate, select, and populate knowledge platforms effectively, leading to a dramatic increase in instant and effective resolutions for your customers. You’ll learn how a comprehensive knowledge base can play a key part in your customers’ self-help journey.