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Message of the Week

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: 
Community Updates
Community Member Shout-Outs
Know someone who deserves a shout-out? Nominate them using the Community Shout-Out Form!
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! 

Top Community Conversations

Click on the images to read the full thread and join the conversation!

From #chit-chat

From #chit-chat

From #customer-experience

From #customer-success
From #customer-success

From #leadership

From #leadership
The Articles We're Reading
Customer Entitlement: The High Price We All Pay - Posted by Juliet in #chit-chat
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.

3 Reasons to Switch From Spreadsheets to a Conversation Review Tool - Posted by Merit in #reads

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. 

Call Centre Quality Assurance: Step-by-Step Guide - Posted by Merit in #reads

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.

How to Communicate Ideas Effectively - Posted by Andrea in #reads

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.
Community Calendar

Jul 10, 2019 11:00 am | Vicki Laninga

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 […]

Jul 11, 2019 12:00 am | Andrea Badgley

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.

Sep 25, 2019 12:00 am | Andrea Badgley

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.

Be sure to check out your #zlocal channel in the Slack community, and share upcoming events in #events.
The Support Jobs You're Looking For

Jun 24, 2019 09:10 am | recruitment

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 […]

Jun 16, 2019 01:09 pm

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 is a pretty good gig: You get remote work, you get great […]

Jun 03, 2019 10:30 pm | mengfei

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 […]

Jun 03, 2019 11:02 am | rachel1

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 […]

May 29, 2019 04:51 pm | scv

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 […]

Find more customer support jobs on our community job board and in #job-board!
About this Newsletter

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!

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