I began working full-time with Support Driven this week (YAY!), and one of the first things Scott and I talked about was, “How can we keep the community updated about what’s going on with the Expo?” Information is scattered across the Support Driven Slack, the organizers’ Basecamp project, and the SD Expo website. Unless folks are obsessively checking the site every day (which I’m sure you’re all doing), it would be easy to miss what the Expo is all about, and the exciting changes we have in store this year.
So we’re starting a weekly update! Each week, in newsletter style, we’ll share about the Expo — whether cool stuff about the venue, context on the pricing model, volunteer stories, or something else — along with latest news about the conference and a sneak peek into some of the sessions. I also hope to include stories from past participants, if anyone is willing to share (hint hint), and insight into which companies are sending some of their support folks.
I can’t wait to see you at the Expo!
Who’s going to be there?
One of my favorite parts of my first Support Driven event was meeting support folks for software I use. I felt like I was meeting celebrities! This year, you’ll get a chance to meet support pros from these awesome companies:
What about the sessions? I want to know about the talks and workshops 😀
Of course you do :-D. We’ve got a suite of amazing speakers already lined up and ready to share their knowledge! Here’s a sneak peek at a few of them to get a taste for the types of sessions to look forward to as a participant at the Expo.
A Beginner’s Guide to Building and Maintaining an inclusive team
A mentor once told me that people are programmed to focus a disproportionate amount of time on their failures rather than their successes. This has certainly been the case for me. I’ve fallen victim to this repeatedly as I’ve made 5 years’ worth of mistakes in my first year as a new manager. I walk home each day and replay the events that occurred, over-analyzing what I could have done better to help my team (If you are a new manager I’m sure you’ve done the same). To combat this, I recently started allocating 5 minutes a day to reflect on the most positive aspects of my workday. I found that in the 25 minutes I dedicated to positivity this week, I continually returned to the same thought: I love the Services team we’ve built at HubSpot. Despite our consistent obstacles, I am impressed with our team’s humility, inclusiveness, adaptability, grit, education, and most importantly their unwavering focus on the customer. Though I’ll be the first to admit we have a long way to go, I want to share a few tips with everyone that I believe have helped us get here.
Talk to me: Nonviolent communication for support pros
Nonviolent communication was developed as a means to resolve conflict in particularly intense situations. It’s also a wonderful way to keep your cool and ensure everyone in conversation feels heard and empowered. We’ll learn the basic principles of NVC and how to use them with customers and coworkers.
Demystify ROI calculations for your Support Community
Support costs are skyrocketing in the tech industry because customer acquisition and expectations have gone through the roof. Basic Gartner and Forrester research shows that call center, chat and email support can be up to 100x costlier than web based self service support. Many companies are turning towards social customer care and support communities to ease their scalable growth pains. What if you are just starting out and need to convince your boss? If the community has been around for a long while, you have to prove it’s value in measurable quantities if you want your community resources to grow, and be seen as a critical piece of the customer experience.
This session will attempt to showcase a couple of simple ways to calculate ROI for Social Customer Care initiatives and Support communities. There are so many calculators out there that are overly complicated, or you might not have access to the right data to run them. The techniques you learn in this session will help convince your stakeholders and executive sponsors alike.
2 Quick Ways to Jumpstart your Knowledgebase
Your customers want to help themselves. Research not only shows this is true, but that the trend is growing. This is why it is so important to invest in a quality knowledge base program. However masterful your support team is, it’s always rewarding if a customer can figure it out on their own — so you should make that an option. With new standards, products and techniques, Knowledge Management has gained a reputation as a large scale project, that is difficult to succeed. This is simply not true.
In this session, you will learn 2 key principles you can implement tomorrow to make a successful knowledge program. You will also learn how to measure success and promote the KB both internal to your organization and externally to your customers. Distilled from the Knowledge Centered Support (KCS) model of Knowledge Management, we’ll cut through the clutter and get you off and running faster by embedding KB content into your process and engaging with your team to post the right content, in the right format, at the right time. Customers want to learn on their own, and be successful, so why not help them thrive today!
Building a Culture of Trust on a Remote Team
In the U.S. alone, 43% of the workforce has spent at least some time working remotely, and that number has been steadily increasing each year. Once people go remote, they aren’t likely to want to work any other way — 90% of remote workers plan on working remotely the rest of their careers.
This isn’t something you can shove in the closet or hide under your bed; remote work is important and allows for more inclusive teams. Whether you work on a fully remote team, are building a remote support team, work remotely with clients, or want to test occasional remote work as a benefit, it all comes down to trust. Trust me. 🙂
In this presentation, I’ll talk through moments of fear and doubt on remote teams and how certain strategies and actions breed trust.
Measure All The Things: Optimizing your daily workflow with data
You know the drill. The queue is overflowing, you have documentation to update, and there’s that other project you’ve been meaning to get to. Plus there’s a new feature shipping today, and a recently on-boarded team member needs your help. Ahhhhh!
How do you know what to focus on first? How can you structure your day in the way that will be most effective and least stressful?
In this practical yet entertaining talk, we’ll look at a few ways to use data from your Help Desk and some tips from the latest in neuroscience to get more done in less time.
Be the Boss: Own your Career and Get Where you Want to Go in the Unknowable Future
My workshop will include activities that help people really get to the crux of what they want in support and in their career, and then provide them with tools, encouragement and guidance on the best way to get there.