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Kill Your Call Center! Bring Your Support Home

A session at SXSW Interactive 2011

Sunday 13th March, 2011

3:30pm to 4:30pm (CST)

Please hold...your call is important to us.

Even though the automated phone message tells you so, how often do you really feel important? This panel is about how to make all your customers feel like super stars and how to incorporate support into your core business.

When someone calls into FreshBooks during business hours, a real person answers the phone. Rackspace coined the term Fanatical Support and act on it every day - with live chat, phone support and email support. GetSatisfaction has developed an entire toolset to make interacting with customers easy and fun. Zappos has turned their customer service style into a mythology other companies emulate. All of these companies put support at the core of their business model to turn customers into repeat customers and repeat customers into evangelists.

In this panel, we'll tell you the results for both your business and for your customers we see from doing support in-house . We'll show you how to make this happen for your business, like hiring the right people, structuring your support team, and explaining what it takes to be a true Support Rockstar. Hint: It's all about having the right attitude and rethinking "customer support" as "customer advocates."

Reinventing your company culture to run on customer support may sound difficult, but all it really takes is a commitment to providing your customers with the best experience possible - and the payoffs are absolutely worth it.

LEVEL: Beginner

About the speakers

This person is speaking at this event.
Frank Eliason

Formerly @ComcastCares, here I'm simply Frank. Author of @YourService, SVP of Social for Citi & board member for @BBB_US & @Socap. Thoughts here are my own. bio from Twitter

This person is speaking at this event.
Jon Spenceley

I am: Community Manager for @Sprouter, a music connoisseur, rum aficionado, gentleman buccaneer. Sailing the seven seas with @JennSlater and @Mickopotamus. bio from Twitter

Next session in Salon D

5pm Profiting in Adult: The Recession is Over by Jay Kopita, Michael Brandvold, Connor Young, Kathee Brewer and Allison Vivas

14 attendees

  • Frank Eliason
  • Hanni Ross
  • Jack.
  • Jon Spenceley
  • keithmcarthur
  • Loulia Miller
  • lovisa
  • Matt Keeler
  • Pablo Tirado
  • Peter Fasano
  • rpmware
  • Joris Verbogt
  • vikramtank
  • Yvonne

12 trackers

  • Ben Guthrie
  • Bev Godwin
  • Gail Doggett
  • Héctor Ramos
  • Joe Carey
  • Josepf Haslam
  • José Padilla
  • John Tokash
  • Lucius Kwok
  • Lindi Horton
  • Paul Beaulieu
  • Pawel Kublas

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When

Time 3:30pm4:30pm CST

Date Sun 13th March 2011

Where

Salon D, Hilton Austin Downtown

Session type

Panel

Session Hash Tag

#lessrobots

Short URL

lanyrd.com/scqmd

Official session page

schedule.sxsw.com/…event_IAP5655

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