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

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

Diana Potter

Co-Host

Support pro and writer. She currently heads up support and customer experience at Qwilr.

Slack: @dpotter
Twitter: @drpotter

Latest Episodes

Should You Use a Framework in Customer Support?

Frameworks have helped teams work smarter. However, it might be challenging figuring out whether a framework is the right solution for you. In this post, Diana Potter (Head of Support & Success at Qwilr in the B2B space) and Denise Twum (Support Process Manager at SmugMug in the B2C space) share their decision-making process on whether a framework will help them solve problems in support.

Zendesk Highlights: SEO in Zendesk Guide, Answer Bot, 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 for the Answer Bot (AB) gurus: So AB is coming up with suggested articles when users (or me in this...

Support Driven Highlights: How often are you dealing with bug reports?

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+...

Community Round Table: Getting Ready for the Holidays

Community Round Tables are a great way to gather and exchange ideas. In case you missed our first one back in the fall, we wanted to make sure you had access to read through all the content again outside of just Slack. If you're new to Support Driven, we have a Slack...

Support Driven Highlights: How to help your teams with emotional burnout?

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+...

Introducing the Conversational Support Funnel

If the support community used more frameworks, we’d save a lot of time and effort. Instead of solving common problems and challenges over and over again, each time in a bespoke way, we could follow the formula laid out by frameworks to get to quicker, better answers and help more people along the way. Namely, one another, but also all of our collective customers — and in doing so, we’d accelerate the continued rise of the support function as a whole.

Support Driven Highlights: What are Your Thoughts on Cover Letters?

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+...