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Saturday, November 9 • 9:00am - 10:00am
Started from the Bottom Now We Here: Scaling Customer Support

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Customer support is a critical at any company, but how do you scale this function as your company and user base grows? In this session we'll discuss frameworks and tools used to reduce ticket volume, increase efficiency, and remain cost effective. Handshake is an early talent career network democratizing opportunity that has grown to supporting over 14 million students, 900 university career centers, and 400k employers. We'll learn how we managed to reduce first response time by 85%, reduce ticket volume by 75%, and increase productivity by 50% through product development, documentation, self-service tools, and a robust staffing model.  

Speakers
avatar for Jordan Pedraza

Jordan Pedraza

DIRECTOR OF SUPPORT, HANDSHAKE
Director of Support @JoinHandshake. Previously @GoogleforEdu, @RemindHQ, @PomonaCollege. Builder, connector, scaler, edtech, social justice.


Saturday November 9, 2019 9:00am - 10:00am PST
Learning Lab (Convention Center) 550 10th St, Oakland, CA 94607, USA