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
The Details You Should Know Before Next Week! | Support Driven Leadership Summit Update
Can you believe that Support Driven Leadership Summit is next week? We can't wait to gather in Boston with community members from across the globe. The week leading up to a conference can feel a touch frenzied. Between triple-checking your boarding passes, packing...
Announcing the 2019 Heads of Support Program 🎉
The Support Driven Heads of Support Program is an all-round leadership development program that includes a conference, survey, and webinar series. It kicks off with the opening of the 2nd annual Heads of Support Survey and registration for the first leadership webinar.
SD Book Club – Effortless Experience (Chapters 3-4)
On September 18th, we had our second meeting of the Support Driven Book Club covering The Effortless Experience. This week covered the third and fourth chapters. The third chapter covered next issue avoidance (NIA). NIA is going past resolving the current issue and...
Networking Like A Human
The word “networking” makes Sarah Betts cringe. Yet she has a reputation among her friends and coworkers as “The Networking Queen.” She shares how she became so connected, and how she managed to make connections that are meaningful.
Which Summit Celebrations Will You Be Attending? | Support Driven Leadership Summit Update
There are only two short weeks left until the Support Driven Leadership Summit in Boston! We can't wait for all the learning opportunities and insights that will surely come with the Summit experience, but we also can't wait to have a little fun with the community...
SD Book Club – Effortless Experience (Chapters 1-2)
This past Tuesday marked the first meeting of the new round of the Support Driven Book Club. In this iteration, we’re reading The Effortless Experience. Each week, we read 2 Chapters and meet to discuss them. The Effortless Experience starts with 4 basic findings: A...
Your SD Leadership Summit Checklist | Support Driven Leadership Summit Updates
We're only a few short weeks away from SD Leadership Summit, which means that it's time to make sure that you're prepared to make the most of your experience. Leadership Summit Event Guide The Leadership Summit Event Guide is your go-to resource in order to...
How We Gave Customers A Seat At The Table By Creating A Product Support Coordinator Role
Andrea Silas, VP of Technical Support at DreamHost, shares how their support team bring customer perspective into company decision-making processes via a Product Support Coordinator role.
Where to Stay for Leadership Summit! | SD Leadership Summit Update
We're in the final stretch for Support Driven Leadership Summit! With less than a month to go, you're likely beginning to think about the fine details of your trip to Boston, including your accommodations. If you haven't booked your hotel yet, I have good news and bad...
Speaker resource: Slide Design and Presentation Tips With Marco Yim and Matt Dale
Marco Yim and Matt Dale, Support Driven community members and seasoned presenters, share tips on slide design, how to assemble a deck to go with your talk type, and where to find resources for making slides.