In exactly one month’s time, we’ll be on our last day of SD Expo Americas in Portland! With the big day only one month away, here’s what you need to know about how to make the most of your Expo Experience. If you haven’t registered for the event yet, now is the time. Get your ticket today!
Calling all volunteers
Interested in being a community superhero while also scoring complimentary, behind-the-scenes access to Expo? We’re still accepting volunteer submissions for several roles at SD Expo Americas:
- Registration — Check in attendees at the Support Driven table and provide next steps. Perfect for someone who likes meeting and greeting people and checking names off of lists.
- Talk Room Emcee/MC — aka Master of Ceremonies. The talk rooms will include a pre-loaded slide deck and 20-minute talks every half hour. An emcee will bring the room together, provide flow, introduce speakers, and keep things running on schedule. This job is perfect for someone who’s thinking about one day getting on stage to present a talk and would like an introductory way to practice being in front of an audience. (8 volunteers needed)
How to Expo
We’re committed to hosting an event where everyone feels safe, appreciated, and informed. In order to set the right expectations for attendees and solidify our promise to an incredible experience for all guests, we’ve created the Expo Guide, where you can find everything about Expo all in one place. If you have a question about SD Expo Americas, chances are it’s answered here. This guide outlines our event rules of engagement and expected code of conduct. It’s also the home for all the information you need to make the most of the event, from downloading the app to getting around the city, and everything in between, including bonus Expo activities. If you’re joining us for SD Expo Americas, this guide will seriously be your best friend.
Talk to us!
We can’t wait to hear all about your time at Expo! Make sure to use the hashtag #sdexpo on your photos for a chance to be re-posted in the Support Driven newsletter!
Providing Chat Support on a Small Team (without making your team or your customers miserable)
Emily Chapman – HelpScout
Users can feel like email support is clunky and slow, particularly if they’re asking simple questions. But, adding chat support to a team’s offerings is resource-intensive, and can quickly lead to team burnout if not implemented correctly. Help Scout has been able to offer regular chat support without substantially growing its 15-person team. This talk will cover what business and team attributes make implementing chat on a small team possible, and will share lessons learned by the Help Scout team during that implementation process.
Why Communications Should Not be an Afterthought in Your Project Planning
Vicki Laninga – Shopify
You design the thing, you build the thing, and then you start planning how to talk about the thing…. right? This method makes sense on paper, but when put in practice it can make it challenging to think about your project from the perspective of a user, rather than a builder. When launching a large or high-value project, considering how you plan to talk about the end result early in your planning can help your team launch sustainably, sensitively, and with control. In this talk, we’ll tackle the value that early communications planning can have on your project’s cohesion and execution, tools to help you plan you communications strategy, and how change management should factor into your planning.
Tech Stacks in a Successful Contact Center
Earnin / Stella Connect
In this day and age, customers are expecting top tier support at all times, and over all channels. Building a powerful and useful tech stack to aid a successful support team is what can set your contact center apart from the rest. In this presentation, Ramon Icasiano (Earnin) will dive into best practices for building and implementing a tech stack to drive and measure the performance of front-line teams.