The SD Recap podcast shares the best conversations from customer support professionals in the Support Driven community. Keep up to date with the industry on your terms and on your schedule.
Thanks to PartnerHero for sponsoring Recap!
You need amazing people to build, grow, and support your business. That’s where we come in. Beyond traditional outsourcing, PartnerHero offers solutions ranging from part-time coverage to fully dedicated remote teams, all purpose built just for you. Learn why startups like DuetDisplay, Udemy, Bentobox, and RealtyShares turn to PartnerHero for their support operations. Learn more at partnerhero.com.
Abby Armada
Co-Host
Support pro working @clubhouse. Previously at Code Climate and Paperless Post. Lives life 10 seconds at a time.
Slack: @abby
Twitter: @mygiantrobot
Diana Potter
Co-Host
Support pro and writer. She currently heads up support and customer experience at Qwilr.
Slack: @dpotter
Twitter: @drpotter
Latest Episodes
Support Driven Highlights: Career advice/guidance from senior directors or vice presidents
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+...
How to optimise your macros usage in Zendesk
Hi all! 👋 I am very happy to proceed with my series of Zendesk optimization posts. You can find previous ones about general Zendesk setup, ultimate optimization checklist, ideal KPI system, and excellent ticket categorization. This very post is based on those posts'...
What “The Office” Teaches us About Personal Service
The U.S. adaptation of “The Office” can’t teach us anything about customer service or CX, or can it? This article will break down Robert California’s speech and reveal how much truth is in his words.
Support Driven Highlights: Does anyone have CS foundational readings or resources?
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+...
Support Driven Highlights: Rolling out chat for a team that comes from a 100% email background
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+...
Zendesk Highlights: Everyday Zendesk login, Zendesk + JIRA and Update or Ticket Updated in Explore
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. A very simple question. Is it me or do we have to log into Zendesk every day? I just recently got ZD for my team...
Making the Business Case for Frameworks in Customer Support
The best customer experience leaders stay on top of emerging ideas in customer support frameworks, but making the case to shift strategies or invest in implementing them is a different story. Turn ideas into reality with tactics to get buy-in from leadership and a tactical plan to start implementing 2021’s anticipated CX trends.
Proactivity in Customer Support
Good customer support reactively answers questions quickly, accurately, and efficiently, but great customer support both anticipates and answers customer questions before they arise and leads customers to where they should be headed next.
Zendesk Highlights: Contingencies for Zendesk going down, training in Zendesk, 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 about internal users i.e. light agents usage and management in Zendesk. So far, it has been a...
Support Driven Highlights: Do you have experience setting up a Customer Advisory Board??
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+...