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News from the Support Driven Community
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Support Driven Community News

Hey there!

I'm going to be honest: there is never a morning that I wake up and don't think about eating cinnamon rolls. I *love* cinnamon rolls and whenever I get a chance to eat them, I will. That being said, I don't eat cinnamon rolls every morning. There are a few reasons for this, but the primary one is because it would probably literally kill me if I ate a cinnamon roll every day for the rest of my life.

The moral of the story is, as The Rolling Stones say, you can't always get what you want. Or you could, perhaps, but it might kill you...

In seriousness: how many times have you looked at the inbox and thought "If we just did this one thing, life would be so much easier"? Maybe, if you're in a start-up you just go and do that thing, and it makes your life infinitely better. Yay! But what happens when lots of people start to just go and do their one thing, and then all of the things are piling up? Processes start to break and the issues you were trying to improve come back ten-fold.

Just because you want something and it would make you happy to have it does not mean that it is the right thing to do. This is true both in life and in your work in the inbox. So, the next time that you're thinking about just pushing something or making a decision because it is what you've already dreamed of, maybe be sure that that push and those dreams are grounded in reality, otherwise, you might find yourself up creek without a paddle.

Here are some updates from SD Land:
  • We have dates and a venue for SD Expo Europe! The conference will be April 1-2, 2019, in Belgrade, Serbia. Join #event-sd-expo-europe in Slack for updates and conversation, and bookmark the website for information about the event: https://www.supportdriven.com/sdexpo-europe-2019/.
  • Are you interested in documentation and knowledge management? Would you like to contribute to Support Driven’s knowledge project and get a chance to learn more about Guru in the process? If so, join us at 11am PT/2pm ET on Sep 19 for a training webinar with Chris Anderson from Guru. DM @andreabadgley in the SD Slack for a calendar invitation and details.
  • We've got a book club now! Come read!

Bye, lovelies!
- Mercer
Community Calendar
  
#zlocal Support Meetups
We have events happening all the time! Check out your local #zlocal channel to see when the next meetup is, and how you can get involved. Don't have a zlocal channel near you? Try the Remote group, or reach out to me and we'll see what we can do. 

Boston SD Summit
Oct 29-30, with a half-day at HubSpot on Oct 31- Leadership conference - more than talks, *lots* of opportunities to meet and build relationships with other leaders, but still small so people feel comfortable connecting.

Europe SD Summit
The conference will be April 1-2, 2019, in Belgrade, Serbia. Join #event-sd-expo-europe in Slack for updates and conversation, and bookmark the website for information about the event: https://www.supportdriven.com/sdexpo-europe-2019/.

Sep 14, 2018 10:00 am | Andrea Badgley

Join us for the first meeting of the Support Driven book club! We are reading Crucial Conversations: Tools for Talking When Stakes Are High. We’ll cover the book in 4 sessions, with each session covering 2-3 chapters. Starting September 14, sessions will take place on alternating Fridays at 10am Pacific/1pm Eastern: Sep 14: Chapters 1-3 […]


Sep 28, 2018 10:00 am | Andrea Badgley

Join us for the Support Driven book club! We are reading Crucial Conversations: Tools for Talking When Stakes Are High. We’ll cover the book in 4 sessions, with each session covering 2-3 chapters. Sessions will take place on alternating Fridays at 10am Pacific/1pm Eastern. Participation in earlier chapter discussions is not required: Sep 14: Chapters […]


Oct 12, 2018 10:00 am | Andrea Badgley

Join us for the Support Driven book club! We are reading Crucial Conversations: Tools for Talking When Stakes Are High. We’ll cover the book in 4 sessions, with each session covering 2-3 chapters. Sessions will take place on alternating Fridays at 10am Pacific/1pm Eastern. Participation in earlier chapter discussions is not required: Sep 14: Chapters […]


Oct 26, 2018 10:00 am | Andrea Badgley

Join us for the Support Driven book club! We are reading Crucial Conversations: Tools for Talking When Stakes Are High. We’ll cover the book in 4 sessions, with each session covering 2-3 chapters. Sessions will take place on alternating Fridays at 10am Pacific/1pm Eastern. Participation in earlier chapter discussions is not required: Sep 14: Chapters […]


Oct 29, 2018 08:30 am | Andrea Badgley

Support Driven Summit is a leadership conference that brings leaders in customer support, customer success, and operations together to help you become a better leader. There are no easy answers to leadership challenges, and having people you can go to is invaluable. Summit helps you find those people by intentionally designing multiple opportunities to meet […]



Be sure to check out your #zlocal channel in the Slack community, and share upcoming events in #events.

The Best Conversations From Our Community

 
@thepaultucker asked:
Has anyone out there used 15Five or a similar product for 1:1's, mentoring, performance management, etc.? Other recommendations?

We're currently using BambooHR and Lead Honestly, but the limitations of those two products have me scratching me head when it comes to the coaching/developing/mentoring side of things.

@Alice asked:
What are your favorite questions to ask folks when you’re interviewing? I’ll start: I like to ask people who their favorite and least favorite past bosses were and why, to get a sense of the management style they work best with. I also like to ask people what their biggest pet peeve is: not necessarily even work related. It often sparks some interesting conversations and gives me a good sense of someone’s personality.
For even more great conversations, check out the #chat-highlights channel in Slack. We pull the best ones each week to share here.
The Articles We're Reading
 
@Ana Somera shared:
7 Smart Ideas for Managing the Customer Support Queue
When customer support volume grows, you’ll need a plan to better manage the queue. Here are seven ideas to try

@Lucy shared:
Support Q&A with Kirsty Traill from Hootsuite - company culture - Part 1
How do you manage a cross-continent, 80+ support team to deliver world-class service while keeping them connected? Kirsty knows.

@chelsea shared:
Lessons learned: raising pricing for legacy customers, pissing off the lowest number possible, and…
Pricing changes to legacy customers are super hard.  I wrote up our lessons learned.  I hope they’ll help someone.

@sarahleeyoga shared:
Understand Your Customers by Connecting Support Data with Marketing Surveys
Connecting Support data with Marketing surveys is an excellent way to build more robust buyer personas. Read a new blog post and maximize your reach into your customer base and give your marketing strategy a boost!

@lindsayk shared:
How to Talk to a Grieving Customer
Be compassionate, be helpful, be kind.

@akshara shared:
8 Ideas for Training your Customer Support Team
When it comes to customer service, the most important thing you need is an excellent team. Here's how you can train your support team to be the best.
 
To see more of what everyone is reading, drop by #reads.
The Customer Support Jobs You're Looking For

Sep 07, 2018 01:16 pm | Gabriela Moreira

PartnerHero helps some of the best startups in the world build globally distributed teams of customer service professionals. We’re currently searching for passionate candidates with excellent customer service skills to provide amazing phone and email support for one of our partners from Monday to Friday. We are offering full-time and part-time shifts. About this project: You […]


Sep 07, 2018 11:41 am | Gabriela Moreira

PartnerHero helps some of the best startups in the world build globally distributed teams of customer service and technical support professionals. We’re currently searching for passionate candidates who are experienced BPO team leader to join our fast-growing company. Program Managers oversee operations (also known as “programs”) on behalf of our partners. Our partners are largely […]


Sep 05, 2018 05:11 pm

What is Peach? Peach® (www.discoverpeach.com) is a new, premium fashion brand offering athletically-inspired, contemporary clothing for the gym, work, and play. Peach also offers “must-have” basics, intimates, and stylish accessories curated from small and emerging female entrepreneurs. Our products are sold through a national network of stylists who create fun, personal shopping experiences –  both […]


Aug 31, 2018 10:52 am

At Pixel Union, we help makers, innovators, brands and businesses succeed by providing them with the world’s best digital products. We value working alongside great people, pushing ourselves to do exceptional work, and creating beautiful digital solutions that get our customers really excited. Pixel Union is made up of both remote & in-house staff with […]


Aug 28, 2018 11:16 pm | chrishexton

At Vero, we help customer-focused teams use real-time data to send high quality email messages. We enable engineers and marketers to work together to track, store and organise their data and workflows to power more useful email campaigns. We’ve tracked over six billion actions for more than five hundred million end-users and we’re growing quickly. […]



 
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!




 


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