🔓 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 cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs