Program overview

The beauty of Support Driven Expo is the diverse programming that offers something for all attendees. Expo Americas is a fully-tracked event, meaning that you have complete autonomy to choose your own development path and attend the conversations that are the most interest to you.

Here’s an overview of the programming options available to you the day of the event:

  • Talks
  • Workshops
  • Panels
  • Conversation Corner with Help Scout

Joining us in Portland the day before the event? Make sure to filter the schedule by ‘Community Meetups’ to check out the SD social gatherings happening before Expo.

Download the app ASAP(P)

The SD Expo Americas app is a key part of making the most of the event. You can use it to set your itinerary, chat with attendees, and provide session feedback. It’s also the place to RSVP for community meetups: let the organizer know you’d like to join a meetup by ‘hearting’ it in the app.

To access SD Expo on mobile, download the Whova app on iOS or Android.

Once you have the app, follow these steps to access Support Driven Expo:

  • Sign in to Whova to create your profile. You may also choose to sign in via LinkedIn.
  •  Once you are signed into the app, tap Find My Event / Conference.
  • Search for “Support Driven.”
  • Tap Support Driven Expo Americas 2019 when it appears to enter the event app.

 

Where to eat!

One of the essential components of the Portland experience is dining at one of the city’s food cart ‘pods.’ While lunch is not included in the SD Expo experience, there are pods only a few minute’s walk away, giving you time to explore Portland’s famous food scene.

We spoke to some SD Portland locals to get their thoughts on which spots near the venue you can’t miss. Their recommendations, as well as a map to all the hotspots, is available on the Where to Eat in Portland page! Lunch is two hours, giving you plenty of time to hit up a food truck or three. Don’t worry: you can count on the push notifications from the SD app to pull you out of your food coma and alert you that it’s time to circle back.

Featured speakers

A Bug’s Life 

Katie LeCornu, Guru

Attendees will develop a clear and scalable process for dealing with software bugs. We will discuss the life cycle of a bug, from the discovery, gathering more information about specifics, escalating it to the engineering team, prioritizing it, and looping back to the customer. We will talk about how to communicate with the customer as the bug is fixed or remaining unresolved. This presentation will show how Guru Support makes bugs known to the rest of the team, and how we follow the bug on both support and engineering. Attendees will be encouraged to treat all bugs equally and establish a transparent pipeline for documentation across the team.

 

To Bot or Not?

Deon Nicholas, founder of Forethought.ai

Customer experience is centric to a company’s success. Yet bots are thrown in the frontlines of customer interaction causing unnecessary friction with customers. Who wants to go through a phone tree? What if instead of bots we improved customer agent workflows? Anecdotally, keeping human in loop increases customer satisfaction. Ultimately augmentation, not automation, superpowers customer agent workflows; making everyone’s day more delightful.

 

QA on a Shoestring: How to improve when you don’t have time to improve

EJ Thomas, ITHAKA

In this session, I’ll outline steps that you can take right away to facilitate a Support QA program with your team, as well as common pitfalls to avoid. We all want to focus on improving our support craft, but how do we find the time to do it when we can barely stem the tide of tickets day to day, let alone review them carefully for QA purposes? As a case study I will present an approach that we used at ITHAKA support to build QA and improvement into our day-to-day work. By building a team-driven program that tackles big questions rather than small improvements, we were able to empower each agent to improve and increase overall customer satisfaction by about 4% in the course of a few months.

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