Huggers: empathy at scale

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Empathy at ScaleA FullStory Story

Scott VoigtFullStoryCEO

@Scott_Voigt

Amy EllisFullStoryPartnerships, Marketing and More

@Amy_E_Ellis

“That's why I'm different.

I can sense the slightest

human suffering.”- George Costanza

We feel you…

Bordem This should be interactive. We will ask question. We all benefit if you chime in. Also, bad jokes.

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Distraction No worries. No judgement. Do what you gotta do.

Cynicism Who is this clown? So Buzzwordy! Um, obviously.

Hope Goal: Leave you with 1 or 2 tools you can take home with you

Chapter 1: EmpathyThe non-academic basics

Trending

Custome

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Experien

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Empath

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Next Generation

Why EmpathizeFor bosses

FrustrationFurious Elated

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mm

end

“They Stink!”

“We love them!

You will too!”

Revenue

Is This Good?

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Sessions Errors

Brené Brown on Empathy

https://www.youtube.com/watch?v=1Evwgu369Jw

Empathy is ExhaustingSo we build walls

Customers

Founders

Empathy is ExhaustingSo we build walls

Supporters

Engineers

Exec

Sales

Product

Customers

Customer Support Antagonist (and Saint)The story of Nick Voigt

Nick’s

Time issue has been openShort Too Long

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Very,

Very

Bad

“90% of issue resolution

is empathy”- Nick Voigt, Support Person (and Dad)

Chapter 2: @ScaleTips on how to drive empathy for all

Don’t Look Away

This ticket

Question:Anyone using playback or co-browsing? Willing to share your experience?

All-Hands SupportKnock down the walls

Supporters

Engineers

Exec

Sales

Product

Customers

Treat It Like a BugCan the manual interaction go away? If so, make it.

Question:Any all-hands support teams? Willing to share your experience?

Hugging

“Hugger is an amazing new kind of job that mixes

product management, marketing, communications,

support, account management, and – when you

need me to – deranged mad woman that puts even

the CEO in his place with impunity.”- Jaclyn Spangler, Hugger

(╯°□°)╯︵┻━┻We rage because we love

Proactive Support

Proactive Empathy

Question:Any of you tried proactive support? Willing to share your experience?

Game FilmA semi-not-painful way to drive empathy

Ingredients:

• Cross-functional team

• Playback

• Popcorn & Beer

• Scoresheet

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Thank you!

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