🔓 25: A Costco-sized warehouse full of Support Engineers

Working collaboratively with Customer Support to build a self-service community, ramping efficiency, and creating business value.

• Working with Customer Support:

  • Deflection

  • Brian’s CMX 2016 Talk On Support Communities

  • Community Launch Guide

  • Brian’s TSIA presentations: 2017 and 2018

  • Tribal Knowledge

  • Brian’s IS-CL Presentation on Calculating ROI

  • Solution Rate

  • Responsiveness

• Sponsored by:

  • Vanilla’s cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs