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#RelateLive
Empathy at Scale
A FullStory Story
Scott Voigt
FullStory
CEO
@Scott_Voigt
Amy Ellis
FullStory
Partnerships, 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.
1
2...
Chapter 1: Empathy
The non-academic basics
Trending
Custome
r
Experien
ce
Empath
y
Next Generation
Why Empathize
For bosses
Frustration
Furious Elated
LikelihoodtoRecommend
“They Stink!”
“We love them!
You will too!”
Reve...
Is This Good?
0
450
900
1350
1800
Sessions Errors
Brené Brown on Empathy
https://www.youtube.com/watch?v=1Evwgu369Jw
Empathy is Exhausting
So we build walls
Customers
Founders
Empathy is Exhausting
So 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
#ofPeopleInvolvedOneMany Very,
Very
Bad
“90% of issue resolution
is empathy”
- Nick Voigt, Support Person (and Dad)
Chapter 2: @Scale
Tips 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 Support
Knock down the walls
Supporters
Engineers
Exec
Sales
Product
Customers
Treat It Like a Bug
Can 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 managemen...
(╯°□°)╯︵ ┻━┻
We rage because we love
Proactive Support
Proactive Empathy
Question:
Any of you tried proactive support? Willing to share your experience?
Game Film
A semi-not-painful way to drive empathy
Ingredients:
• Cross-functional team
• Playback
• Popcorn & Beer
• Score...
#RelateLive
Thank you!
#RelateLive
Huggers: empathy at scale
Huggers: empathy at scale
Huggers: empathy at scale
Huggers: empathy at scale
Huggers: empathy at scale
Huggers: empathy at scale
Huggers: empathy at scale
Huggers: empathy at scale
Huggers: empathy at scale
Huggers: empathy at scale
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Huggers: empathy at scale

Amy Ellis, Integrations and Partnerships, and Scott Voigt co-founder and CEO, FullStory
At FullStory customer empathy is so important that everyone in the company does support. This built-in proximity to the customer experience builds empathy across the entire organization and improves their product. But how does it scale? FullStory's answer to that question is Huggers. Huggers advocate for the customer internally while also building systems that enable that approach to scale efficiently. Join this session to renew your passion for the importance of human interaction, hear how FullStory approaches empathy at scale, and learn from each other's efforts to understand and promote the voice of the customer within the organization.

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Huggers: empathy at scale

  1. 1. #RelateLive Empathy at Scale A FullStory Story
  2. 2. Scott Voigt FullStory CEO @Scott_Voigt Amy Ellis FullStory Partnerships, Marketing and More @Amy_E_Ellis
  3. 3. “That's why I'm different. I can sense the slightest human suffering.” - George Costanza
  4. 4. We feel you… Bordem This should be interactive. We will ask question. We all benefit if you chime in. Also, bad jokes. 1 2 3 4 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
  5. 5. Chapter 1: Empathy The non-academic basics
  6. 6. Trending Custome r Experien ce Empath y
  7. 7. Next Generation
  8. 8. Why Empathize For bosses Frustration Furious Elated LikelihoodtoRecommend “They Stink!” “We love them! You will too!” Revenue
  9. 9. Is This Good? 0 450 900 1350 1800 Sessions Errors
  10. 10. Brené Brown on Empathy https://www.youtube.com/watch?v=1Evwgu369Jw
  11. 11. Empathy is Exhausting So we build walls Customers Founders
  12. 12. Empathy is Exhausting So we build walls Supporters Engineers Exec Sales Product Customers
  13. 13. Customer Support Antagonist (and Saint) The story of Nick Voigt
  14. 14. Nick’s Time issue has been openShort Too Long #ofPeopleInvolvedOneMany Very, Very Bad
  15. 15. “90% of issue resolution is empathy” - Nick Voigt, Support Person (and Dad)
  16. 16. Chapter 2: @Scale Tips on how to drive empathy for all
  17. 17. Don’t Look Away
  18. 18. This ticket
  19. 19. Question: Anyone using playback or co-browsing? Willing to share your experience?
  20. 20. All-Hands Support Knock down the walls Supporters Engineers Exec Sales Product Customers
  21. 21. Treat It Like a Bug Can the manual interaction go away? If so, make it.
  22. 22. Question: Any all-hands support teams? Willing to share your experience?
  23. 23. Hugging
  24. 24. “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
  25. 25. (╯°□°)╯︵ ┻━┻ We rage because we love
  26. 26. Proactive Support
  27. 27. Proactive Empathy
  28. 28. Question: Any of you tried proactive support? Willing to share your experience?
  29. 29. Game Film A semi-not-painful way to drive empathy Ingredients: • Cross-functional team • Playback • Popcorn & Beer • Scoresheet
  30. 30. #RelateLive Thank you!
  31. 31. #RelateLive

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