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Message of the Week

Hi SD! Vicki here. What does Customer Success look like at your company? If you're interesting in connecting with others exploring this question, the #customer-success channel should not be missed. Here's a great example of a channel conversation around CS strategy. 
Community Updates
  • Volunteers play a critical role in the success of any SD event-- we couldn't do it without you! In addition to networking and behind-the-scenes learning opportunities, volunteering is a great way to score access to the event without paying for a ticket. Learn more about the benefits of volunteering at SD Expo Americas in this blog post, and make sure to fill out the form at the bottom to apply when you're ready!  
Freshdesk has come out with a Benchmark report for Customer Support — The Freshdesk Customer Happiness Benchmark. Get a copy now! 

Supported Content
Community Member Shout-Out
Know someone who deserves a shout-out? Nominate them using this form and they may just be featured in a future Support Driven newsletter!
What doesn't Brittany Ferg (@bferg) do? Brittany is the dedicated SD ExpoVolunteer Coordinator, working on the front lines of creating an exceptional event experience for attendees. In addition, she also plays an integral role in running the SD Salary Survey, and is working behind the scenes to help formulate the SD Terms of Service. Thank you for everything you do Brittany!  

- A community member

Shout-out to Alexis for the huge win they shared in #good-news this week!

And welcome to all new community members, including Raphaella!
Top Community Conversations

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

From #chit-chat

From #chit-chat

From #chit-chat

From #i-ecommerce

From #knowledge-management

From #leadership

The Articles We're Reading
Humanize Your Support With Data Posted by mrpatto in #chit-chat

 Modern customer service and help desk software allows each customer interaction to be presented in a broader context of information, meaning customer service staff can be faster, more effective, and less repetitive.

HubSpot: The State of Customer Support in 2019 - posted by Mike in #reads

With the evolution of customer service in mind, we wanted to learn more about the current state of the customer service industry. It was clear to us that things had changed but we wanted to dig deeper into exactly what that meant, and gather data that will help businesses adapt.
Community Calendar

Jun 13, 2019 12:00 pm | Vicki Laninga

Register for Proactive Customer Service: From Solving Problems to Supporting Success. Fast, friendly, and accurate responses to customer questions are essential for good service — but those are merely table stakes for customer-centric businesses. Helping your customers succeed means getting them the information they need before they even have to ask. The thoughtful combination of […]

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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