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In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Scott Tran from Support Driven to understand creating a sense of community during challenging times. Learn how Scott brings a bit of normalcy to employers and employees alike by listening to the podcast below.
Laying the Foundation for Support Driven
Founder of Support Driven, Scott Tran, has the special ability to connect people through online customer support and community. Having a background in customer service, Scott set out to improve his CX skills and to have better interpersonal relationships. Throughout his career, he has found that his favorite part of CX is helping people through effective problem solving and genuine human interaction. He says, “Probably the best part was just the connecting with real people who were using your product, right? And helping them to actually use it or helping them through the problems that they were having using it.” His background in customer support has helped him lay the foundation for the community of Support Driven.
Using Slack as a Means for Effective Communication
Communication is key when it comes to proactive conversation and this can be seen in all aspects of customer support as well as daily living. Recognizing that aspect, Scott’s company offers Slack as a means of correspondence between those who join Support Driven. Slack allows for people to connect and chat online through instant messaging. Using Slack has provided the opportunity for people to connect to those who work CX in similar industries through sharing tips for success, working from home set ups, et cetera. Scott adds, “The Slack is the heart of the community. It’s where we connect.” Working from home has become part of the new normal and integrating Slack as a channel for communication opens up possibilities for connection and togetherness.
Building a Sense of Community and Connection
Scott’s career has aided in his understanding that authentic communication and interaction are an integral part of daily life that many have been lacking company synergy amongst the pandemic. In an effort to reduce the emotional strain of an upheaved life schedule, Scott founded Support Driven as a mode of connecting people and creating lasting relationships through online community support. Support Driven was created as a way to hire employees, search for jobs, and find people who share similar career paths and interests. Scott has noticed that those who come to Support Driven in search of community often create lasting online friendships. He mentions, “They stay because that’s where they start making friendships and that’s the place where you connect with your friends or maybe somebody who you used to work with.” On top of creating friendships, Support Driven has generated multiple channels of hobbies that people can connect through. Channels such as parenting, working from home, or even sourdough baking have all brought people closer together during these challenging times.
To learn more about bringing an online community together, check out the Customer Service Secrets podcast episode below, and be sure to subscribe for new episodes each Thursday.
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Full Episode Transcript:
Calling All Community Builders | Scott Tran
Intro Voice: (00:04)
You’re listening to the Customer Service Secrets Podcast by Kustomer.
Gabe Larsen: (00:11)
All right, welcome everybody. I’m excited to get going today. Today, we’re going to be talking about a community that’s popping up. How it’s used, what is it? It’s become a great resource for a lot of people out in the market. We want to take a chance to talk about that and some of the things that are actually being talked about in that community. To do that, we brought on the founder of Support Driven, Scott Tran. Scott, how are you doing?
Scott Tran: (00:32)
Doing great. Thank you for having me on your podcast.
Gabe Larsen: (00:34)
Yeah, man. We’re excited to talk through this. This actually goes well with the talk track. So maybe we’ll just jump right in. Tell us just a little bit about yourself and how you kind of created the support group and community.
Scott Tran: (00:52)
Yeah. So my background is as a software engineer, I was in a big startup and was also responsible for doing customer support and that’s how the community got started from just learning how to do that better. And it started as a podcast and then about a year after, we started the community in 2014 and it’s been growing ever since.
Gabe Larsen: (01:16)
I love it. I love it. So you kind of just got it. So you were, I’d forgotten that you were actually a technical support guy, is that right? You did the job.
Scott Tran: (01:23)
Yeah, yeah, yeah. Well, in the big startup there’s a lot of hats, including support and yeah, it was just, I knew that I wasn’t very good at it. So I went to find people who could be there professionally and that’s how I got connected to people who do customer support every day. And went to a conference and I met a lot of great people there and that was the start of the podcast. Yeah, and it’s just been a lot of fun and it was that interview from the podcast that kind of gave me the idea to start the community.
Gabe Larsen: (02:00)
Got it. I’d forgotten that [inaudible]. I got to ask, while you were doing support, what was the thing you liked most about it and the thing you liked least about it? I know I’m pushing you back into the past, but what are the things you like and dislike?
Scott Tran: (02:15)
Probably the best part was just the connecting with real people who were using your product, right? And helping them to actually use it or helping them through the problems that they were having using it. I think the worst part was probably, for me the worst part was just knowing that I wasn’t very good at it, right? There’s this moment where you can tell, I guess actually a second sense of taste, right? You can tell if you’re good at something or not and I wasn’t because I would go back and I would read, reread responses I had given to people and was very engineering speak at the time. Was just very technical and not a lot of, just very much about like solving the problem, not about what the bigger picture –
Gabe Larsen: (03:13)
I like that.
Scott Tran: (03:13)
Yeah. And so I knew I had a lot to learn and I did. I mean, I think there’s so many great people in the customer support space that are so helpful and kind of open with sharing their knowledge –
Gabe Larsen: (03:32)
I love that.
Scott Tran: (03:32)
And that was –
Gabe Larsen: (03:35)
That was kind of the beginning of it? That’s fun to hear. So tell us just a little more about the community. I mean, obviously you’ve been doing that for a couple months. If I wanted to know a little bit more about its purpose, where do I find it? What’s kind of going on? Give us kind of that overview.
Scott Tran: (03:51)
Yeah. We have a home online at supportdriven.com. Right at the heart of the team right now is our Slack because we started out in Slack and have continued to grow it. Then you can kind of come and meet people who do support across a bunch of different industries. Because I think, so basically every business requires some level of customer support and, you got SaaS companies, e-commerce, delivery companies, just companies selling physical products across the whole range. And I’ll say probably the thing that draws people to the community tends to be either, finding the other people that they can talk to, who do what they do. And so it’s kinda like, “Well, how do you solve this problem?” The other thing that draws people is looking for either hiring or looking for jobs. We get a lot of people joining who are looking for their first job in customer support.
Gabe Larsen: (04:58)
Got it. And is it more, from an audience perspective for those people who are listening, I mean, anybody kind of customer supporters [inaudible].
Scott Tran: (05:12)
Yeah. The world’s pretty, in terms of like everybody’s wanting to join, right? Because you don’t even have to work in customer support to join. The people in our community tend to be from technology and online companies, because I think those are the people who are seeking out online communities.
Gabe Larsen: (05:39)
Yeah. They’re kind of already there. So they’re kind of looking for that, right?
Scott Tran: (05:44)
Gabe Larsen: (05:44)
And it’s mainly the Slack. So the Slack is kind of the place where most people are interacting the most often, et cetera.
Scott Tran: (05:51)
Yeah. The Slack is the heart of the community. It’s where we connect, right? It’s where people come in and engage with each other. People can come and ask questions or look for jobs and post jobs. We do have a couple of other places where we get together but the Slack is the center of it.
Gabe Larsen: (06:13)
It’s prominent or center place. And then as you watch that community, and you and I were talking about this a little bit before, but certainly things changed in the last weeks, months, whatever, wherever you were, wherever you are. A little bit of a pulse on that. Just quick thoughts. How has the community reacted or what are some of the things that they kind of been thinking about or doing?
Scott Tran: (06:39)
Yeah. So we’re in the midst of, most of us I think are in the midst of either sheltering in place or locking down, right, because of Coronavirus and that’s affected almost all of us. A lot of us are working from home for the first time, right? I am learning that. I’m navigating that. And there’s also a lot of people who, a lot of businesses affected, especially like in travel and companies that support travel and events, right? And so we’ve seen some companies have more demand, like because we also have like delivery companies in our community, so they’re kind of overwhelmed, right with support requests. Other companies, other people are kind of going through layoffs right now. So we’re kind of seeing processes of the wider picture of what’s happening across the world and some companies are seeing more trends, right? We’re seeing questions in the community about all those things. We’ve had people who’ve unfortunately had to go through and lay off 30, 40, 50% of their staff and then reaching out to the community to capture, like “I’ve set up this great team where we’re in a business model that isn’t really doing well at any time.” I’d love to help them find, get help.
Gabe Larsen: (08:19)
And that is something, the job sites is something that they potentially can find an opportunity in that community. So as you kind of look at the pulse of the community, are you finding people are finding solutions to some of those problems, whether it’s work from home, like people are getting kind of used to it and the lay of things? Are people figuring out how to kind of handle that sort of volume or being able to be effective with less people?
Scott Tran: (08:51)
Yeah. I mean, the heart of our community is coming in and asking questions to other people who would probably say some similar things. So for example, like [inaudible] we’ve totally had people asking questions about like, “What kind of setups do you have at home? What kind of tuners do you use, headphones? We had, and just sharing tips in terms of managing working from home for the first time. You have people coming in and asking that, and people who’ve been doing it for awhile, respondents, but also people who are also in the exact same boat, right? Like they just started this week or two weeks ago, three weeks ago. So yeah, I mean, it’s, we’ve got probably like a dozen different channels that kind of highlight things like working remotely to customer experience, right? And so there are places where you’ll find people that you can ask these questions, right? And a lot of them will respond. Yeah.
Gabe Larsen: (10:07)
I love it. I love it. Yeah, those are definitely, I think the issues of the time, right? It’s efficiency, it’s cost savings, it’s working remotely. All I think seem to be kind of the things that we’re all talking about as we try to adjust to this new world and it sounds like Support Driven is a good place to find. So –
Scott Tran: (10:27)
Yeah. I just also wanted to share that there’s also a social aspect to it, right? So we have channels dedicated to like different hobbies and that’s often been a way for people to connect in these times.
Gabe Larsen: (10:42)
Scott Tran: (10:42)
We’ve had quite a few people start making sourdough bread because they’re at home now. You’ve also got a parenting channel, so people are sharing kind of some tips in terms of, “Great, my kids are home now,” right? “What are you doing?” right? “Because I still need work.” And I think that’s really the glue of it, right? So, because I think people come for questions related to work, right? But they stay because that’s where they start making friendships and that’s the place where you connect with your friends or maybe somebody who you used to work with now works somewhere else, right? And the community is the common ground, as a place where you can get together and stay in touch.
Gabe Larsen: (11:28)
I love it. So if someone wanted to learn a little bit more about Support Driven or even join the community, where would you direct them? How do you start?
Scott Tran: (11:37)
Yeah, you can just go to supportdriven.com. There’s a pretty big button right, the join the community. There’s a join the community button and just click on that, fill out the form and you’ll get in.
Gabe Larsen: (11:49)
Awesome. Awesome. Well, Scott really appreciate you joining. Best of luck. Be safe during these challenging times and excited to check out the community and get a little bit more involved. So thanks for joining and have a great day.
Scott Tran: (12:01)
Awesome. Yeah, thank you.
Exit Voice: (12:10)
Thank you for listening. Make sure you subscribe to hear more Customer Service Secrets.