Build a Support Survival Kit

Build a Support Survival Kit

This is a guest post by Sarah Betts (@sarahbetts in the SD Community). Sarah is on the support team at Olark, a distributed company that aims to make business human through live chat. This post originally appeared on the Olark blog, Now Chatting. If you work in sales...
Support Driven Expo: Something for Everyone

Support Driven Expo: Something for Everyone

Hi everyone, Some of the folks reading this post have been in support and in the Support Driven community for a long time. Others might be newer to the community and to support, and more still may be just now discovering support as a potential career choice. When I...
Upcoming Support Webinar: Let’s Talk… Outsourcing

Upcoming Support Webinar: Let’s Talk… Outsourcing

The topic of outsourcing can be confusing and scary. On May 29 at 10:00AM Pacific (5:00PM UTC), Shervin Talieh from PartnerHero will host a webinar with panelists Nykki Yeager from Figma and Mario Sansalone from Grindr to talk about what outsourcing is, how it works,...
Volunteer for Support Driven Expo!

Volunteer for Support Driven Expo!

Support Driven Expo is almost here. We are excited to start organizing day-of details, and we need your help! Volunteers will have the chance to contribute to and participate in Expo: meet attendees and speakers, provide support for the conference, attend sessions,...
5: Self-Care

5: Self-Care

After covering some highlights from the last week on the Support Driven Slack, our hosts are joined by Alison Groves and Sarah Betts to talk about self-care. They give some practical advice on how to avoid overworking and also some tips on choosing a company that...
SD Expo: Support Driven IRL

SD Expo: Support Driven IRL

Hi everyone, Is it June yet? I’m ready to see you all in real life. I’m ready to Expo! Because the Support Driven community is distributed all over the world, it functions in a similar way to a distributed workplace. We communicate and have fun without...
Two Things Agents Can Do to Improve CSAT

Two Things Agents Can Do to Improve CSAT

Customer satisfaction (CSAT) is one of the most important metrics in customer service. Given its importance to the customer and your business, many teams make it a top initiative to improve their CSAT. However, most customer care teams have many demands on their...