News from the Support Driven community                                                   View this email in your browser

Message of the Week

Hi SD! Vicki here. If you work in eCommerce, you know how stressful tickets about shipping can be since the stakes are so high for customers (and for you!) Never fear: the #i-ecommerce channel is here to support you in all things eComm, like in this example: 

Community Updates
  • The speaker schedule for the Support Driven Leadership Summit in Boston from Sept. 26-27 is live! Check it out and learn more about this exciting event at the Leadership Summit home page!

  • We're less than a month away from SD Expo Americas in Portland! Don't panic if you haven't bought your tickets yet: they're still available on the event ticket page.
Community Member Shout-Outs
Know someone who deserves a shout-out? Nominate them using the Community Shout-Out Form!
@Charlotte Ward is a LinkedIn pro who is always available to make her expertise available to us novice's. A staple in the SD community, Charlotte not only helps coordinate SD Expo talks, she also organizes SD women's teas. Thank you for all you do, Charlotte! 

- An SD community member

Big props to @Leslie O'Flahavan, who will be hosting not one... not two... but three workshops at SD Expo Americas! You can find a sneak peek of one of her talks in her article Want to Hire Agents Who Have Great Writing Skills? Ask These Interview Questions.

And welcome to all new SD community members, including Tom Ireland! 

Top Community Conversations

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

From #chit-chat

From #chit-chat

From #chit-chat

From #chit-chat

From #leadership

From #zlocal-remote
The Articles We're Reading
Featured Article

In 'Five Steps to Empowering Your Support Team to Make Better Decisions,' Nicole Garman of Influx shares her team's tips for creating a culture for facilitating amazing decision-making.
7 Expert's Advice for Aspiring Support Agents - Posted by Michaela Galfiova in #reads
To have a successful career in support, there is value in learning from those who have studied it longer and developed a true understanding of the absolute best customer service practices.

Consistent Customer Service Quality: How to Get Your Team on the Same Level - Posted by Merit in #reads

Getting marvellous treatment one day, and an unhelpful link the next day is confusing and disappointing. Moreover, it will have a significant impact on your customer satisfaction and business results. Raising the game of all of your agents, so you're consistently meeting your customers' expectations, is paramount to reduce customer churn and keep your customers coming back.

Oh No, are my Support Agents Getting Lazy in Their Answers? - Posted by Merit in #reads

Before you start to stress about inconsistencies in your support, look deeper into the particular case to understand if that was really what the overly simplistic answer was about. With years of conversation review experience at hand, we’ve become familiar with the three C’s that stand for the reasons why agents give laconic answers. Not all of them are bad for your business, as you will soon learn. 
Community Calendar

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 26, 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 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 […]

May 29, 2019 07:03 am | jason

Who We Are At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset – our people. We’re helping businesses get off the ground by enabling […]

May 28, 2019 09:01 am | odalis

Hi, thanks for reading about our Customer Support Specialist opportunity! We’re glad you’re here. We’re Knack, a code-free platform used by thousands of customers — from non-profits to the world’s biggest companies — to easily build custom apps, workflows, and databases. Our Customer Success team is about much more than just responding to customer issues. […]

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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