{"id":4270,"date":"2014-10-16T10:45:00","date_gmt":"2014-10-16T10:45:00","guid":{"rendered":"https:\/\/mention.com\/blog\/?p=4270"},"modified":"2023-02-21T13:41:35","modified_gmt":"2023-02-21T13:41:35","slug":"support-gone-social-mentionchat-lincoln-murphy","status":"publish","type":"post","link":"https:\/\/mention.com\/en\/blog\/support-gone-social-mentionchat-lincoln-murphy\/","title":{"rendered":"Support Has Gone Social: A #MentionChat with Lincoln Murphy"},"content":{"rendered":"\n<p>We had a blast during our first #MentionChat on \u201cIs Growth Hacking Bullshit?\u201d with Morgan Brown of GrowthHackers.com. So much so, we\u2019re doing a second one!<\/p>\n\n\n\n<p>This time, we\u2019re focusing on customer support and happiness with <a href=\"https:\/\/twitter.com\/lincolnmurphy\">Lincoln Murphy<\/a> on <strong>Thursday, Oct. 23, 2014 1pm EST \/ 7pm CET<\/strong>. Check out the <strong>Q&amp;A with Lincoln below<\/strong> to get a taste of what we will be discussing during the chat.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/www.google.com\/calendar\/event?action=TEMPLATE&amp;tmeid=ajVmbDFlMjJwYnB2MXBmZDZndTN2N3NuaTAgc2hhbm5vbkBtZW50aW9uLmNvbQ&amp;tmsrc=shannon%40mention.com\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" data-src=\"https:\/\/www.google.com\/calendar\/images\/ext\/gc_button1_en.gif\" alt=\"\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" \/><\/a><\/figure>\n\n\n\n<p>Lincoln is <a href=\"http:\/\/www.gainsight.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Gainsight<\/a>\u2019s Customer Success Evangelist and is responsible for driving Gainsight&#8217;s thought-leadership in the areas of customer success, retention, churn mitigation, and expansion revenue. His passion is creating efficient engines of growth for SaaS (Software-as-a-Service) and Subscription Economy companies. Check out <a href=\"http:\/\/sixteenventures.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">his blog<\/a>.<\/p>\n\n\n\n<p>Our <a href=\"https:\/\/mention.com\/en\/blog\/twitter-marketing-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">recent data shows<\/a>&nbsp;that Twitter mentions now actually rival support tickets, as the majority of company mentions on Twitter are neutral support-related inquiries. We\u2019re excited to see Lincoln\u2019s insights on what it takes to be a customer support pro in today\u2019s increasingly social world. Hope you can join!<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><a href=\"https:\/\/mention.com\/wp-content\/uploads\/2014\/10\/Mention_Chat_2.png\"><img decoding=\"async\" data-src=\"https:\/\/mention.com\/wp-content\/uploads\/2014\/10\/Mention_Chat_2.png\" alt=\"Mention_Chat_2\" class=\"wp-image-4338 lazyload\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 506px; --smush-placeholder-aspect-ratio: 506\/253;\" \/><\/a><\/figure><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">What tools\/platforms are your must-haves as a support professional?<\/h3>\n\n\n\n<p>A full Customer Success Management platform (like Gainsight). Reactive support as the only &#8212; or one of the few &#8212; touch-points with a customer doesn\u2019t cut it anymore. I want a full, 360-degree view of my customer\u2019s health. I want to know how this one support interaction will affect their health &#8211; their likelihood to renew, churn, buy more, or be an advocate for us.<br>\nI want to be able to see how support interactions along with survey, payment, contract, and other data (including usage) come together to affect the health of my relationship with my customer.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What qualities do you find essential in an effective customer support professional?<\/h3>\n\n\n\n<div>\nEmpathy\u2026 the main thing a customer support person (or customer success manager, account manager, account exec, etc.) has to remember is this: Your customers want to be successful with your product as much or more than you want them to.<br>\nYou have to remember that your product is a means to an end for them &#8212; they have an outcome they\u2019re trying to achieve. Using your product is just the way they\u2019ll achieve that result, and if they aren\u2019t achieving that result, that will be frustrating, upsetting, annoying, etc. <strong>Be empathetic with that position<\/strong>.[Tweet &#8220;&#8221;Your customers want to be successful with your product as much or more than you want them to&#8221;&#8221;]\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\">What&#8217;s the one thing you wish you knew when you first got started in support?<\/h3>\n\n\n\n<div>I wish I had understood the difference between reactive support and proactive, holistic customer success earlier. I fell into the same trap as everyone else in the early days &#8212; focusing on the functional use of our product rather than understanding that our customers don\u2019t buy our product to USE it\u2026 <strong>they buy our product to get a result<\/strong>. Use of our product is a way to get that result. As soon as I realized that, everything changed. Customer Success &gt; Customer Support.[Tweet &#8220;<strong>Customer Success &gt; Customer Support&#8221;]<\/strong><\/div>\n","protected":false},"excerpt":{"rendered":"<p>We had a blast during our first #MentionChat on \u201cIs Growth Hacking Bullshit?\u201d with Morgan Brown of GrowthHackers.com. So much so, we\u2019re doing a second one! This time, we\u2019re focusing on customer support and happiness with Lincoln Murphy on Thursday, Oct. 23, 2014 1pm EST \/ 7pm CET. Check out the Q&amp;A with Lincoln below &hellip; <a href=\"https:\/\/mention.com\/en\/blog\/support-gone-social-mentionchat-lincoln-murphy\/\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">Support Has Gone Social: A #MentionChat with Lincoln Murphy<\/span><\/a><\/p>\n","protected":false},"author":243,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[328,315],"tags":[],"class_list":["post-4270","post","type-post","status-publish","format-standard","hentry","category-social-media-marketing","category-digital-marketing"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Support Has Gone Social: A #MentionChat with Lincoln Murphy<\/title>\n<meta name=\"description\" content=\"Join us for our next #MentionChat 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