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People not robots by Kristin Aardsma, BASECAMP

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At the Lean Digital Summit 2018, Basecamp's Head of Customer Support Kristin Aardsma explained why bringing the humanity back to customer support matters so much.
It’s hard to get good help these days. The people standing in the way of good help aren’t customer support representatives, though. Corporate culture, the bottom line, and rotten support for service roles has ruined how folks get the help they need. She showed how to change the culture to one that prioritizes and values customer service and support. Then, how one should transform their company into a brand that customers view with greater trust and respect.

Published in: Leadership & Management
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People not robots by Kristin Aardsma, BASECAMP

  1. 1. Hi, I’m Kristin. @kikiaards kristin@basecamp.com
  2. 2. I work at
  3. 3. Good help is hard to find.
  4. 4. How did we get here?
  5. 5. The Golden Rule
  6. 6. Know your values.
  7. 7. Look in the mirror.
  8. 8. Direct line of communication.
  9. 9. Email us right now: support@basecamp.com
  10. 10. Fail better.
  11. 11. Oh, the humanity!
  12. 12. Customers have product knowledge.
  13. 13. Why bots?
  14. 14. A cultural shift.
  15. 15. Hire well.
  16. 16. Hire writers.
  17. 17. Support the supporters.
  18. 18. Trust completely.
  19. 19. Questions?

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