Welcoming new people into the Support Driven community
Cyn Armistead, from the Community Onboarding Team, joins the show to share thoughts on the onboarding experience and steps we’re taking to welcome new people into the Support Driven community.
Should You Use a Framework in Customer Support?
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.
Zendesk Highlights: SEO in Zendesk Guide, Answer Bot, and more
We’re sharing highlights from our #u-zendesk channel in our Slack community, we hope this will be useful for people. Let’s get into this week’s highlights. Question for the Answer Bot (AB) gurus: So AB is coming up with suggested articles when users (or me in...
Support Driven Highlights: How often are you dealing with bug reports?
Hey, Support Driven Community. 👋🏻 We’re starting to highlight some questions and answers you’ve all shared via Slack on our blog. We want to showcase your unique perspectives beyond just Slack. If you’re not familiar with our Slack community, it’s full of 8,000+...
Community Round Table: Getting Ready for the Holidays
Community Round Tables are a great way to gather and exchange ideas. In case you missed our first one back in the fall, we wanted to make sure you had access to read through all the content again outside of just Slack. If you’re new to Support Driven, we have a...
Support Driven Highlights: How to help your teams with emotional burnout?
Hey, Support Driven Community. 👋🏻 We’re starting to highlight some questions and answers you’ve all shared via Slack on our blog. We want to showcase your unique perspectives beyond just Slack. If you’re not familiar with our Slack community, it’s full of 8,000+...
Introducing the Conversational Support Funnel
If the support community used more frameworks, we’d save a lot of time and effort. Instead of solving common problems and challenges over and over again, each time in a bespoke way, we could follow the formula laid out by frameworks to get to quicker, better answers and help more people along the way. Namely, one another, but also all of our collective customers — and in doing so, we’d accelerate the continued rise of the support function as a whole.