“What if you could use customer support proactively to create wow experiences.” Nick Francis shares stories from the early days of Help Scout. Stories about doing support, talking with early customers to guide the product and bending over backwards to create wow moments. Nick talks about reaching out to customers with proactive support to help […]

Episode 11 – Nick Francis on Proactive Customer Conversations

The community dedicated to support as a career

Our final episode of the season delves into the world of support engineering. What the heck is it, exactly? How can you make your first steps into support engineering? How can you sharpen your troubleshooting skills? All this and more, including highlights from Support Driven and a bubbly chat about seltzer. Hosts: Abby Armada (Slack: […]

12: Support Engineering

This episode answers the question, “How the heck does support work with product?” You’ll get insight from our guest, Andrea Saez from ProdPad. As always, we start with some highlights from the Support Driven Slack, and then end with a discussion about our favorite summer desserts. Hosts: Abby Armada (Slack: @abby, Twitter: @mygiantrobot) Diana Potter […]

11: Working with Product

Our hosts are joined by Ethan Walfish from Salsify to talk the ins-and-outs of customer onboarding: where to begin, some major pit-falls and lessons learned. You’ll also hear some great highlights from the Support Driven Slack, as well as passionate discussions about a divisive Fall staple: pumpkin spice. Hosts: Abby Armada (Slack: @abby, Twitter: @mygiantrobot) […]

10: Customer Onboarding

Listener Feedback Survey: https://supportdriven.typeform.com/to/nsoXqO Our hosts are joined by Kelly O’Brien and Stephen Zappia to talk about knowledge management and documentation. You’ll learn some best practices for building user documentation as well as maintaining internal documentation for your own team. Hosts: Abby Armada (Slack: @abby) Diana Potter (Slack: @dpotter) Guests: Kelly O’Brien (Slack: @kellyo) Stephen Zappia […]

9: Knowledge Management and Documentation

Listener Feedback Survey: https://supportdriven.typeform.com/to/nsoXqO Our hosts are joined by Diego Ventura to discuss machine learning and automation. You’ll learn if robots will take your job, if you’re ready to dive into machine learning and some practical steps for getting started. Hosts: Abby Armada (Slack: @abby) Diana Potter (Slack: @dpotter) Guests: Diego Ventura (Slack: @Diego Ventura) For […]

Episode 11 – Nick Francis on Proactive Customer Conversations

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