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Sunday, March 13 • 3:30pm - 4:30pm
Kill Your Call Center! Bring Your Support Home

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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.


Frank Eliason

SVP of Social MediaCITI

Michelle Kostya

Program Mgr Social Media SupportResearch in Motion

Frederick Mendler

VP of Fanatical SupportRackspace Hosting
avatar for Jon Spenceley

Jon Spenceley

Support RockstarFreshBooksSince kindergarten, Jon's report cards have all said that he's a smart kid, but doesn't know how to stop talking. Jon works this gift of gab to his advantage as a Support Rockstar at FreshBooks, helping users save time on their billing so that they can get... Read More →

Sunday March 13, 2011 3:30pm - 4:30pm CDT
Hilton, Salon D

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