Going as ‘Above and Beyond’ as Necessary

Going as ‘Above and Beyond’ as Necessary

Often Support Representatives are asked to go ‘above & beyond”, but what does that really mean?  This was asked in the #leadership channel on the Support Driven Slack channel this past month and this article will summarize some of the key things to...
Support Team Considerations at 24/7 Scale

Support Team Considerations at 24/7 Scale

A common theme around team scaling was seen in the Support Driven #leadership channel this month.  Two main questions emerged: The first was a question about 24/7 coverage and strategies on how to build that into our offering and the second was about the building and...
Building Collaboration into your Customer Experience

Building Collaboration into your Customer Experience

‘Customer Experience’ is often seen as just another department rather than a vital part of your organization’s strategy to obtain and keep customers. The customer experience should include all touch points your customer has with you. Especially in the SaaS world, you...
Defining Support Roles that Engage Individuals

Defining Support Roles that Engage Individuals

Building engagement and motivation in any team is difficult. With a Support team however, there exists a seemingly industry-wide perception that Support should be seen as a feeder function to the other departments in the company, or  stepping stone to a “better” job....