Support Driven Community

Got questions about support or running a support team? Get answers from our community of 2000+ folks that care deeply about support.

How Not To Squash Your Team With Red Tape

One of the common tenets of growth theories is that companies require process and structure as they grow. And if they're lucky, they'll grow long enough to reach a critical tipping point where too much structure will begin to squash innovation. It's easy to find...

Call For Proposals – SD Expo 2018

We're looking for presenters for Support Driven Expo 2018, June 21-22 in Portland, OR! The focus of sessions at SD Expo is on actionable takeaways. Attendees are looking to develop their skills and knowledge. Every session should have clear takeaways that can be...

Achieving Success with an Outsourcing Strategy

An outsourcing strategy can be used to solve business problems ranging from lowering costs and scaling, to expanding geographical or language reach of your team.  However being successful at these strategies is not always easy. According to Deloitte, almost one-third...

Career Timeline: Doug Aitken

Every time I take a look at someone's resume, I feel like I get a little window into their soul. How do they talk about themselves? What do they think is the best way of delivering that information? In our newest series Career Timelines, members of the Support Driven...

Should There Be A Support Driven EU Conference?

We first brought the Support Driven community together at a conference in May of 2016 at Automattic's space in San Francisco. Since then, we regularly get questions from our European community asking when we'll organize an EU conference. It's something...

Learnings from a Year of Job Applications

Hey. My name’s Drew. For the past two years I’ve had a really unique situation in that I have been basically constantly job hunting. I’ve worked temporarily or as a consultant, but not had a steady ground-under-my-feet job in a while, if ever. Recently, I have started...

From Support Rep to Cofounder

Like most people, when I was younger, I never expected to work in customer support. Throughout high school, I never set my eyes on any specific profession, and the only thing that I had in the back of my mind was that, eventually, I wanted to work for myself. When I...

Onboarding the Community: An SD Service Design Project

When Scott started the Support Driven Slack community in 2014, it was a handful of passionate support pros he had interviewed on his podcast. The community served as an active place for us to have support conversations, learn from each other, and grow our expertise....

A Day in the Life of Sarah Chambers

Hi! My name’s @sarahleeyoga. Well, actually Sarah Chambers, but you’ll probably recognize me as my Twitter and Slack handle first. I spend a lot of time in the Support Driven slack community, but I have good reason to! It’s basically my work slack, since I quit my job...

What User Research can do for your support career

Do you ever wonder if User Research is the career direction for you? Or whether tools from User Research can help you develop in your current role in support? They can. And it might be. So come join us to talk about Support and User Research. Bring your questions and...

How the Experts Hire

The following is a guest post from Chase Clemons, Customer Support Pro at Basecamp, the guy behind SupportOps and a co-organizer of the Support Driven community. Hiring the right person for your customer support team is the single, biggest thing you’ll do for your...

Why We Made Our Own Support Videos

The following is a guest post from Ryan LaBarge, Technical Support Samurai at Olark. This is the first post in a series covering the basics of how to make support videos and sets the stage for how you can make your own videos easily. Helping people is more than just a...

Episode 20 – Ben McCormack on Conducting User Interviews

Ben shares how he got started conducting user interviews and sharing those insights with his team. Highlights: Getting started with user interviews Learning insights from talking with users Sharing results with the team Learning to do user research Show Notes: Trello...

Improving the onboarding experience with Kimberly Bringas

Can you tell us a little bit about yourself? I’m the Operations Enthusiast at Olark. This means I handle anything related to internal company processes and I do it with gusto. Some of the responsibilities under my purview include: human resources, culture development,...

Introducing Transparency with Hoon Park

Can you tell us a little bit about yourself? I was born in Seoul, South Korea and immigrated to the United States at the tender age of two months. When I was a kid, I thought the song “Secret Agent Man” was actually “Secret Asian Man” and something I could be when I...

Support Is More Than Answering Tickets

The customer support community is full of amazing people. People that have gone beyond just answering tickets and are making a difference for their company in other ways. People that have accepted the challenge of doing things that they've never done before and pushed...

Setting Up Customers for Success with Dayna Elliot

https://www.youtube.com/watch?v=i2cYILg9X7I Dayna Elliot shares how she reaches out to her customers and sets them up for success by understanding what they need and getting them engaged with the product. Topics: How to make demos / training useful for customers. How...

Measuring Customer Support with Nykki Yeager

http://www.youtube.com/watch?v=eDrX3MXge1c Nykki Yeager shares how she measures customer support and uses data to guide her team and work with other teams at the company. Topics: Forecasting support staffing Measuring agent quality Collaborating with other...