Support Driven Reads

Reads from the Support Driven community

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Empathy at Scale: Meet FullStory Huggers

Everybody looooves talking about “scale” these days. But how do you scale “genuinely giving a crap about your customers”? We recently asked ourselves that hard question here at FullStory.

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Avoiding the Silo of Team Communication

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FullStory’s secret recipe for the tastiest support metrics

Hi, my name is Jaclyn and I’m a Hugger.Hugging, for those unfamiliar with this FullStory parlance, is an interesting mashup of many different roles, all

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Benefits of Walking: Why The Greatest Minds Take Long Walks

People want to achieve success in life, but it often seems out of reach. According to history's greats, all you just need to take the first step.

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We’re Way Too Nice At Work - The Modern Team

Startups, with their do or die mindset, can be demanding and stressful places to work. But many have become hellbent on extreme niceness.

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Habit Fields

We have the power to bestow our abilities onto the things around us. By being conscious of our tools, habits, and spaces, and actively conditioning them to help us behave the way we want to behave, maybe we can more efficiently tap into the thousands of hours of creative genius embedded in our everyday objects. Maybe we’ll be able to maximize the capabilities that new technologies afford us without being overwhelmed by the distractions. And, just maybe, we’ll remember what it feels like to be utterly engrossed in our daily work.

[supportdrivenreads]

FullStory’s secret recipe for the tastiest support metrics

Hi, my name is Jaclyn and I’m a Hugger.Hugging, for those unfamiliar with this FullStory parlance, is an interesting mashup of many different roles, all

[supportdrivenreads]

The Invisible Problem Wrecking Your Productivity And How To Stop It - Trello Blog

What's holding us back? The secret to being more productive is a matter of reining in one pesky habit we are all guilty of doing time and again.

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Unintuitive Things I’ve Learned about Management (Part 1) — The Year of the Looking Glass

I first started managing people seven years ago, three years after I graduated and got my first design job. At the time,…

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A Day In The Life Of Ashley Harpp

Hi there! My name is Ashley, and I’m a proud member of the Customer Success team at Wildbit. Customer Success at Wildbit Defining Customer Success is no easy task. It often depends on the co…

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How we’re fixing “unlimited” vacation

It’s a common startup benefit to have a “loose” or “unlimited” vacation policy. “Take all the time off you need!” “We don’t babysit you, take off whenever you need off!” But does anyone actually take off any more time than if they were working somewhere that had a “strict” or “limited” vacation policy?

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The Black Box of Product Management — The Startup

PMs get sad when you ask them why they exist

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12 Lessons You Learn Or Regret Forever

Over the course of your life and career, there are certain problems that continue to surface until you learn your lesson. Here’s 12 that you don’t want to learn the hard way.

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Some people say that customer surveys are dead, they're wrong and here's why. Surveys are a very valuable surce of customer feedback. Most firms don't do them

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Do You Need a Product Manager?

When designers are close to the customer and the problem being solved, a product manager can become a roadblock rather than an enabler.

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Jason West is a Squad Lead for Hudl. He manages the Elite Support Team in the US, which is a group that helps support Hudl’s Elite customers such as NBA, NHL and top level college basketball …