Shervin Talieh, CEO of PartnerHero and formerly CEO of Drumbi, explains the problem with using post service surveys and what to do about it. Highlights include: What post service surveys are What’s the problem with them What could be done differently Getting feedback and improving the team Getting feedback from customers Show Notes: The problem […]

Episode 14 – Shervin Talieh on the Problem with Post Service Surveys

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 14 – Shervin Talieh on the Problem with Post Service Surveys

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