One of the highlights for my year was being one of the speakers at this year’s UserConf in San Francisco. There’s not really any conferences out there geared towards what I do and how I interact with customers so UserConf was a breath of fresh air.
Some of the memorable quotes and parts to it:
- Rich’s use of the phrase “customer care” really sums up what we do better than just customer service/support.
- Doug pointed out that a single thread continued throughout all the talks. Customer care is easy – it’s just one human being a human to another human. And the cool thing was none of us speakers planned that!
- Seeing inside Mathew and Kevin’s support teams was great. Those links will take you to their talks.
One of my favorite parts all day was the full panel Q&A at the end. I learned a lot about how the other teams approach the same question like remote working, specific support tools/channels, and what we learned from working with customers every day.
There were lots of great questions on Twitter (go check out #UserConf to see them all) but I wanted to showcase some of the ones that caught my eye the most. I’ll be posting a few of them over the coming days along with how I’d answer them and show what we do on our support team.
We’ll look at these questions:
- What advice do you have about hiring and managing a remote support team? Follow up: is necessity or preference? Here’s how we work remotely.
- As managers, how do you handle customer support burnout or hire against it? Here’s a few things to keep it from happening.
- Can you share an example of when you experienced exceptional customer service as an end user/customer? One word – Southwest.
If you haven’t yet, check out the notes from some of the speakers along with mine from my talk that day. As soon as have links to the videos from the talks, I’ll make sure to get you a link for those too.