by Diana Potter | Feb 24, 2021 | Articles
Frameworks have helped teams work smarter. However, it might be challenging figuring out whether a framework is the right solution for you. In this post, Diana Potter (Head of Support & Success at Qwilr in the B2B space) and Denise Twum (Support Process Manager at SmugMug in the B2C space) share their decision-making process on whether a framework will help them solve problems in support.
by Diana Potter | Oct 17, 2018 | Knowledge Management
This is part 3 of a tentatively planned 5 part series. You can read part 1 or part 2 here, and you can learn more about the Knowledge Project in general here. We took on this project because as the community grows and we increase the number of things we do, it...
by Diana Potter | Oct 2, 2018 | Knowledge Management
This is part 2 of a tentatively planned 5 part series. You can read part 1 here, or learn more about the Knowledge Project in general here. Now that we had an idea of what we wanted to work on within the knowledge project, the first step was overhauling our user...
by Diana Potter | Sep 20, 2018 | Knowledge Management
A while back, we introduced the Knowledge Project. The idea with it was to make life better for members of Support Driven, especially newer ones, but in general to make sure every member knew how the community worked, how they could ask questions and get help, or...
by Diana Potter | Aug 16, 2018 | Master Feed, Podcast, Recap
Our hosts are joined by Ethan Walfish from Salsify to talk the ins-and-outs of customer onboarding: where to begin, some major pit-falls and lessons learned. You’ll also hear some great highlights from the Support Driven Slack, as well as passionate discussions...
