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...

Introducing Voices of Customer Support

You might have noticed some of my posts in the #chit-chat channel lately asking about content: what are people interested in writing, what are people interesting in reading,do people even care about content anymore?!?! Funnily enough: they totally do. So, Support...

Organize A Track At SDX 2018

SDX is coming back for a second and even more exciting year - more workshops, more talks, on more topics you want to learn about. The tracks for SDX 2018 are: Essentials Of Support Moving To Management Running The Support Department Customer Success Support...

Empowering The Customer Support Department

A few weeks ago, Todd Curtis, Chief Customer Officer at YNAB, asked if I knew of any surveys or reports that had operational data for support departments. Things like budgets, head counts, size of customer base, and other department level data. Unfortunately for Todd,...

Support Driven Fall 2017 Writing Challenge

While we do a lot of writing as Customer Support Professionals, we rarely take the chance to write for fun.   We often say things like: I really should do a post on that or I’d love to have more time to write, but life happens and those great pieces never quite...

The SUPCONF Fall 2017 Mega Post

We've got a lot of great new things happening at SUPCONF Fall 2017 in Atlanta and this is the place to keep track of it all. Check out the list below for all the things we've got planned and come back before the event to get the latest details. Looking for the...

Meet Claire Lew – SUPCONF Fall 2017 Keynote Speaker

I'm excited to announce Claire Lew will be the closing keynote at SUPCONF Fall 2017! Who is Claire Lew Claire is the CEO of Know Your Company, a software tool that helps uncover insights from the people in your company. She's worked with several companies in our...

Apply Now For A Scholarship Ticket To SUPCONF Fall 2017

Thanks to our scholarship sponsors, we’re excited to offer a scholarship ticket program for SUPCONF Fall 2017! Our scholarship sponsors (in alphabetical order): FullStory – What do you want to know about your customer experience? Guru – Be an expert, everywhere you...