Hi SD! Vicki here. This week, we hosted Support Driven Expo Americas in Portland, OR. In case you had to miss it, keep an eye on the #event-sd-expo channel for takeaways from the event like this one 👀
That's a wrap on Support Driven Expo Americas! We owe a huge thank you to all of our volunteers, speakers, and attendees for making it such a memorable experience. Keep an eye out for the recap blogs in this newsletter in the coming weeks!
In case you haven't had your fill of SD events, make sure to pick up your ticket to the Leadership Summit in Boston soon!
If you had a great time at SD Expo Americas, you have @Elsbeth to thank! Eslbeth was our Expo Coordinator, and was absolutely crucial in making the event a success. Hats off to you for your hard work, and thank you for everything you do!
- The SD team ❤️
Shout-out to Jenn Morton, who shared some well-deserved props from a customer with us:
And welcome to all new community members, including Samantha!
Top Community Conversations
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In the hectic rush to respond to customers in their channel of choice, we’re not getting our stories straight. We’re giving customers different answers over the phone than we give in live chat. We’re making customers wait days to hear from us via email, but we’re answering them in minutes over social. Our onshore teams write in a different style than our offshore teams. This inconsistent communication increases contact volume, exhausts agents, and fractures the customer experience.
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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!