Hi SD! Vicki here. A great style guide helps to keep knowledge bases consistent, creating a stellar experience for learners. Looking to start or update your style guide? Look no further than the resources in the thread below:
Thank you to Andrea Badgley for just being there, every single time I have a question, or an idea, or a thought or a share. I know it’s Andrea’s job but she goes above and beyond all day, every day. Thanks Andrea!
- From Charlotte Ward
Shout-out to Rachel, who found her new gig on the Support Driven job board and is totally rocking it:
And welcome to all new SD community members, including Meghan!
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It’s generally not a marketer that has to deal with a demanding customer; instead, that job falls to a business’ customer service team. Obviously, it’s not their fault when someone is entitled, but a company’s focus on personalized treatment may be making that service interaction worse.
Whether you’re conducting conversation reviews to bring consistency to your team, to boost your CSAT, to onboard new agents, or for any combination of reasons, the fact is that the quality of your customer service depends on it. You genuinely believe in the benefits of internal feedback, but can’t handle the administrative work it creates - we get it.
If you are among the 93% of executives who say that improving customer experience is one of their organization’s top priorities - welcome, you’ve come to the right place. We’re about to explore the road that will take you there. The quality of your phone support is probably also high on your agenda, as 40% of customers prefer to seek out a real person over the phone as their issues get more complex. Thus, call center QA shall be our main focus in this piece.
More often than not, people need space to process verbally, suss things out, and gather feedback as they bounce ideas off each other to refine their thinking. Here’s the framework for idea discussions I came up with that makes room for this important middle ground.
Register for the How Do You Keep Your Sales and Support Team in Sync? Webinar from Freshworks. Sales and Support are two of the most essential teams in any business. Without your sales team, you can’t get more customers. And without your support team, you can’t retain those customers. Both teams have a common goal […]
SD Expo Americas, July 11-12 in Portland, Oregon, brings together the Support Driven community from the Americas and beyond to build lasting connections with our peers, share how we solve problems, and take our careers to the next level.
Support Driven Leadership Summit, September 26-27 at HubSpot HQ in Cambridge, Massachusetts, is a conference that brings leaders in customer support, customer success, and operations together to help you become a better leader.
WHO WE ARE: ActBlue builds and maintains a powerful online fundraising platform for Democratic campaigns, progressive organizations, and nonprofits working to create a better future. We put power in the hands of small-dollar donors by making it easier for grassroots supporters to make their voices heard and by helping thousands of groups — from presidential […]
We are looking for a seasoned support specialist who knows the ropes of SaaS, loves customers, loves remote, and wants to work for us. Are you looking for a new company to hone and grow your skills in customer support? Working for YouCanBook.me is a pretty good gig: You get remote work, you get great […]
Gainfully is the first open marketing platform for financial services. We help mutual fund and insurance companies connect better with advisors, and help advisors get more clients. Our app platform delivers branded marketing content and campaigns to advisors in a completely SEC/FINRA-compliant channel, supporting their business across social, email, mobile, and more while giving their […]
Over 8,000 businesses in 140 countries use Help Scout to serve their customers in the most human, helpful way. As a Customer Champion, you’re at the heart of what drives us — our customers. You’ll have a considerable impact on the company in a number of ways. You’ll help customers learn the best way to […]
Your Mission, Should You Choose to Accept: Expensify prides itself on solving real-world problems with a team of top-notch product experts. We are reinventing the way people look at expense reports by automating the whole process from the beginning to the end. About The Job As a Success Coach, you’ll focus on making sure that our […]
The Support Driven Community newsletter goes out every week to customer support pros just like you!
Inside this amazing email, you'll have links to all the interesting chats during the week. We'll also throw in some articles that caught our eye. And to round it out, we'll have a section of fun stuff. You like fun stuff, right?
One more thing - make sure to send us any useful links that you think our growing community would love to hear about. We'll get them included in next week's edition! You joined because you're interested in growing as a support pro!