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
Becoming a Better Teammate: Leadership Skills in a Non-leadership role
Dennis presented this as a workshop at SD Expo Americas. He also shared his slide deck here. Thanks Dennis! -- Andrea B. Some say that leaders are born not made -- I don’t agree. I’ve never seen babies lead teams before. Some people are more naturally able to assume a...
Marketing yourself on Linkedin – How to get people queuing up to see your skills
We've seen lots of questions about updating LinkedIn profiles in the Support Driven Slack, especially in the #career-development channel when someone is on a job-hunt and wants to make sure they are representing themselves well to potential employers. Charlotte Ward...
Getting Our Stories Straight: How to Deliver Consistent Communication in an Omnichannel World
Leslie presented this as a workshop at SD Expo Americas. Thank you, Leslie! -- Andrea B. You know that scene in the heist movie? The one that comes right after the criminals rob the bank but right before the cops bust in? When the ringleader says, “We’ve got to get...
Celebrate Expo at These Community Events! | SD Expo Americas Update
This is not a drill: SD Expo Americas is next week! If you haven't secured your ticket yet, make sure to secure your space soon. You can expect to walk away from the event with all kinds of new information and insights, but Expo is certainly not all work no play! Keep...
Don’t Let Imposter Syndrome Hold You Back
Building a career in support can be a daunting endeavor. Many companies don’t have a clear career path for their support teams and the industry is changing and growing constantly. So it’s easy to find yourself asking where do I even begin, when it comes to finding...
Your SD Expo Americas Checklist | SD Expo Americas Update
With only two weeks to go until SD Expo Americas, you're probably planning your Expo experience; we know we are! Use this handy list to get familiar with all the info you need to have an unforgettable experience. Your two-week checklist Download the app:...
What You Need to Know 3 Weeks Away from the Event! | SD Expo Americas Update
Program overview The beauty of Support Driven Expo is the diverse programming that offers something for all attendees. Expo Americas is a fully-tracked event, meaning that you have complete autonomy to choose your own development path and attend the conversations that...
Incident communication is hard: Fullstory’s Head of Support shares 4 ways to ease the pain
This article was produced in collaboration with Statuspage as part of our supported channels program. We appreciate their support as it helps us invest in content for the greater Support Driven community. Want to be part of the discussion? Join us in #incident-comms...
Five steps to empowering your support team to make better decisions
As part of the Influx sponsorship of the #leadership channel in the Support Driven Slack, we wanted to find and share simple techniques to build better support teams. We’ve learned so much from the #leadership channel over the last two years, and we thought we could...
What You Should Know About the Expo Experience in One Place | SD Expo Americas Update
In exactly one month’s time, we’ll be on our last day of SD Expo Americas in Portland! With the big day only one month away, here’s what you need to know about how to make the most of your Expo Experience. If you haven't registered for the event yet, now is the time....