Learning about Customer Service… San Fran style!

October 24, 2012


Last weekend, I had the opportunity to join around 200 hundred support agents, product managers, community managers, and others at Userconf, a conference about keeping your customers (happy).

I had no idea what to expect, but when asked if I wanted to go to San Francisco and learn how to do my job better… well, let’s just say after screaming and jumping on the inside, I calmly replied, “Yes.”

We heard from like-minded speakers who developed their businesses around providing excellent customer support. They offered fresh insight and tools on what has worked for them. I could talk all day about what I learned, but I think UserVoice did a great summary of UserConf on their blog.

By the end of the conference, I was convinced of a few things:

  1. ShipStation has some awesome customers that I truly think are helping to shape our product for the better.
  2. Customer service is a lot like any close relationship in that it requires honesty, empathy, and mutual respect.
  3. WuFoo’s API contest for “A Friggin’ Battle Axe” should be adapted to go ShipStation-style.
Win a Friggin' Battle Axe

A Slide of WuFoo’s API Contest (Photo courtesy of UserVoice)

In all seriousness, UserConf was a great place to connect with the UserVoice team whose software we use on the daily, meet some really cool people who care about their customers too, and get my brain working on some practical ways that ShipStation can continue to scale high-quality support to all our sellers.

I’m Angel, I do tech support here at ShipStation by managing tickets and contributing to articles and videos in the knowledge base. Outside of ShipStation, I enjoy coffee shops, exploring Austin, and traveling elsewhere whenever I get the chance.