#RelateLive
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
r
Experien
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Empath
y
Why EmpathizeFor bosses
FrustrationFurious Elated
Lik
elih
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d t
o R
eco
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
# o
f P
eop
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nv
olv
edO
ne
Ma
ny
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
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?
“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
#RelateLive
Thank you!