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



In this weekly series, we'll highlight one question from the Support Driven Slack. The question will be posted in the #Weekly-question channel-- join the conversation by responding with your feedback or by replying to this email! 

Here's this week's question:
"How do you do 1:1's? How often do you do them and what do you cover in them? Do you find that they’re useful or what could make them more useful?"
Community Updates
Community Member Shout-Outs
Huge congratulations are in order for Bill and Mercer, who launched the inaugural episode of their podcast this week!  
And a warm welcome to all new community members, including Monica! 
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 #leadership

From #leadership

From #onboarding
The Articles We're Reading
Featured Article

In '6 Things to Consider When Considering Outsourcing", author Mercer Smith-Looper outlines what you should know about outsourcing, and the key considerations that you should keep in mind as you explore it. Join the #outsourcing channel to continue the conversation! 

- Supported Content

Empathy in Customer Support - Posted by Charlotte Ward in #reads
So, what is empathy, and what does it really mean to have empathy in customer service? Why is it important? Can you measure or test for it? And can you build it?

Creating Excellent Customer Service with the Jobs to be Done Framework - Posted by Merit in #reads

Let us introduce the Jobs-to-be-Done framework to the world of customer service. It’s a simple yet powerful approach that is already bringing value and innovation to businesses around the world and across all industries.

The Three-Part Approach to Creating Customer Loyalty - Posted by Merit in #reads

Holding onto your existing customers is where the goals of customer service, sales and marketing overlap and where support has the most significant responsibility in driving retention. However, many support folks aren’t aware of the strong connection between the quality of customer support and customer loyalty.

9 Advantages of Adding Co-Browsing to Your Live Chat - Posted by Valeriya Yordanova in #reads

Collaborative browsing, or co-browsing, allows you to see and interact with your customer’s screen instantly with just a click of a button. Оnce granted access to their screen the support agent could immediately identify the problem, document it, and if possible solve it in one session. The agent can not only guide the customer in achieving their goal but also take full control over their browser when necessary. And while your agent looks into the problem right away, your customer doesn’t have to do anything.
Community Calendar

Sep 25, 2019 03:30 pm | Andrea Badgley

Support Driven Leadership Summit, September 25-27 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

Aug 02, 2019 01:03 pm | catherine1

Howdy 👋We’re the folks at SkyVerge, and we build WordPress plugins that help over 100k+ eCommerce businesses grow and manage their WooCommerce stores. Our team is 100% remote, with 27 people distributed all over the world. We’re looking for a friendly, talented Customer Support Specialist to join our team and help support our entire suite […]

Jul 30, 2019 12:43 pm | mike

Customer Advocacy Team Lead Location: Remote (at this time we are only able to accept applications from candidates who reside in CA, NJ, NC, IA, TN, GA, VA, OR Reports to: Manager, Customer Advocacy We’re seeking to add a Customer Advocacy Team Lead to our Leadership Team The Customer Advocacy Team Lead is a natural […]

Jul 30, 2019 10:23 am | rshaw

Manager, Support Engineering – Terraform Location: US Remote HashiCorp is seeking a Manager, Support Engineering to join the Terraform Support Engineering team.   This strategic role will be based in the US region working remotely and report to the Associate Director, Support Engineering – Terraform. In this role the Manager, Support Engineering will work hand in hand […]

Jul 30, 2019 10:17 am | rshaw

Lead Implementation Services Engineer Location – Remote US HashiCorp is a fast-growing start-up based in San Francisco.  We solve development, operations, and security challenges in infrastructure so organizations can focus on business-critical tasks.  We’re writing software to take you all the way from yesterday to today, and then safely to tomorrow and beyond. Physical, virtual, containers. […]

Jul 30, 2019 10:11 am | rshaw

Manager, Support Engineering – Nomad REMOTE USA About HashiCorp HashiCorp is a fast-growing startup that solves development, operations, and security challenges in infrastructure so organizations can focus on business-critical tasks. We build tools to ease these decisions by presenting solutions that span the gaps. Our tools manage both physical machines and virtual machines, Windows, and […]

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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