By Kateryna Babenko, dedicated to implementing smart, proactive support systems that go beyond resolving tickets by preventing issues before they arise. “The way we frame our questions determines the insights we’ll uncover.” I noticed many in the Support Driven community and on LinkedIn using AI to gain insights in a conversational way. When Pylon launched its 'Ask AI' feature, it highlighted the need to guide people in asking the right analytical questions to get meaningful, actionable insights—not just surface-level answers. I want to provide an analytical perspective to ensure they get mea ..read more

Meet Kenji Hayward, the Head of Customer Support at Front, leading the highly praised worldwide strategy and team dedicated to customer support, technical support engineering, and support operations. With his guidance, Front has attained outstanding achievements, securing consecutive Stevie Awards, attaining a top-tier global customer satisfaction rating, and amassing a series of honors that underscore his unwavering dedication to delivering exceptional customer service.   Check out this video featuring Kenji Hayward our upcoming speaker for October’s Expo, where he discovers how his 12-y ..read more

By Mariena Quintanilla, a passionate AI educator and CEO of Mellonhead, helping organizations turn AI potential into real-world skills. I’m starting a Build in Public series to give aspiring entrepreneurs an idea of what’s possible in a year and demystify entrepreneurship. There’s lots of Startup posts, but I hope a consulting angle will be helpful (and interesting) for some of y’all too’. This is Part 1 of 4. The Numbers Behind My First Year When I started Mellonhead in January 2024, I had two goals: Make $100,000 as an AI Consultant. Build a business without grit—working 20-25hr/week—so ..read more

This post is part of a series for Support Driven’s Aspire Mentorship Program. As a manager or senior leader, your experience and insights are invaluable. Embarking on a mentorship journey can be both exciting and slightly daunting - but remember connecting with your mentee on a personal level can truly set the stage for a transformative experience for both of you.  Here are a things to keep in mind if you’re not quite sure how to begin: Embrace the Power of Active Listening Active listening can be your greatest ally in building rapport and understanding with your mentee. It involves m ..read more

This post is part of a series for Support Driven’s Aspire Mentorship Program. Congratulations on being paired with a mentor! This is an exciting opportunity for growth, learning, and accelerating your career in Customer Support. Whether you're just starting out or have been in the industry for a while, having a mentor can be a powerful tool for advancing your professional journey. One of the most crucial steps in making the most of this experience is setting clear and actionable goals. But what if you're unsure about what goals to set? Don't worry—let's dive into the art of "goal mining." Mini ..read more

Hi all, we made it through another year together. This is the time of year for us to reflect and make plans for next year. One of the things I've been reflecting on is the evolution of our community. When I started Support Driven, we had one channel in our Slack for a long time. Then we eventually added more channels when it became clear that one channel was becoming chaotic and wasn't serving the needs of the community. Since then, we've created many channels over the years to bring people together to help each other. Some of those channels have taken off and others have been relatively dorma ..read more

Enterpret is a Unified Customer Feedback Platform used by leading used by leading product orgs like Canva, Notion, Loom, Linear, and Descript to accurately leverage the Voice of Customer in building best-in-class products. At Enterpret, we work with the most innovative customer-centric companies like Canva, Loom, Notion, and Apollo.io to build their Voice of Customer (VoC) programs. The Enterpret Maturity Model is a playbook inspired by many lessons we’ve gathered by collaborating with these teams to build and support their VoC programs. This model can be used as your guide for establishing a ..read more

Andrea Silas, the Vice President of Technical Support at DreamHost, is a seasoned professional with nearly 20 years of experience in the company. Starting as a Technical Support team member, Andrea has been promoted four times and now leads the team as the VP. She has played a key role in scaling and reorganizing the support team, resulting in a high customer satisfaction rating.   Watch this conversation video featuring Andrea Silas our upcoming speaker for November's Leadership Summit, where She delves into the exciting topic of utilizing AI to enhance your technical support team and el ..read more

2024 Support Driven Leadership Summit - Chicago We're excited to announce the 2025 Support Driven Summit will take place in Austin, Texas, on the week of March 17, 2025! Join us to explore the latest in support leadership, connect with experts, and contribute to the thriving community of support professionals. As always, our summit thrives because of speakers like you. We're now accepting proposals for insightful, practical, and impactful talks that will help attendees drive real change in their organizations. Why Speak With Us A Truly Supportive Community - Imagine presenting in front of a ..read more

2024 Support Driven Leadership Summit - San Diego We’re now accepting talk proposals for the next Support Driven Leadership Summit in Chicago, October 9-10. Learning from each other is how we move our industry forward. By sharing knowledge, experiences, and insights, we not only enhance our individual skills but also drive collective progress. As we grow together, we create a more vibrant, resilient, and forward-thinking industry. Why Speak With Us Supportive Audience - Picture speaking in front of the friendliest, most encouraging crowd ever. The audience is filled with leaders in Customer S ..read more