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Wednesday, Sep 16
9:00am — 10:00am
Individual Presentation
126 attending

Scaling Customer Support at Handshake

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.

Jake Cohen
Jordan Pedraza
Virtual Events for 2020
All events are held virtually this year. Starting 5 minutes before a session is live, use the link below to join the live studio audience. If a session fills up, you can also check out sessions on Youtube Live, embedded below.
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