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Offensive SupportSunday, April 7, 13
Hiya! I’m Mason                      I support WordPress                                CEO WP Valet                      ...
Offensive SupportSunday, April 7, 13
The case for support:Sunday, April 7, 13
The case for support:              Product v SupportSunday, April 7, 13
Sunday, April 7, 13
Its not rocket scienceSunday, April 7, 13
Defensive SupportSunday, April 7, 13
Traditional equation:          Cost of lots of people complaining in public > Cost          of fewer people complaining in...
How do we get this done?Sunday, April 7, 13
How do we get this done?                      Answer Questions.Sunday, April 7, 13
FAQs                         How-to articles                          User Forums                      Document, Document,...
Authentic CommunicationSunday, April 7, 13
Use all available methodsSunday, April 7, 13
Give out your emailSunday, April 7, 13
Give out your email                        More access means less junkSunday, April 7, 13
Give out your email                        More access means less junk                        Puts a face on your companyS...
Making a change?                        •Pricing                        •Strategy                        •ServiceSunday, A...
Communicate ahead of timeSunday, April 7, 13
The Nuts and BoltsSunday, April 7, 13
Customer feedback surveys                        •Reach out personally to customers after the first                        ...
Customer feedback surveys                        •Reach out personally to customers after the first                        ...
Customer feedback surveys                        •Reach out personally to customers after the first                        ...
Customer happiness                      •Use metrics on how customers are doing                      •Plan ahead for suppo...
Company cultureSunday, April 7, 13
Everyone is a support repSunday, April 7, 13
Eat your own dog foodSunday, April 7, 13
Really solve real problemsSunday, April 7, 13
Dont take yourself to seriouslySunday, April 7, 13
Online resources                       www.uservoice.com/blog/                       www.helpscout.net/blog/              ...
Thank youSunday, April 7, 13
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Offensive support

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Most of the time, support is viewed as a "defensive" strategy. In this presentation we'll go over ways to take support on the offensive.

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Transcript of "Offensive support"

  1. 1. Offensive SupportSunday, April 7, 13
  2. 2. Hiya! I’m Mason I support WordPress CEO WP Valet Support Lead - WPMU DEV 150 plugins | 12 support reps @masonjames masonjames.com | thewpvalet.comSunday, April 7, 13
  3. 3. Offensive SupportSunday, April 7, 13
  4. 4. The case for support:Sunday, April 7, 13
  5. 5. The case for support: Product v SupportSunday, April 7, 13
  6. 6. Sunday, April 7, 13
  7. 7. Its not rocket scienceSunday, April 7, 13
  8. 8. Defensive SupportSunday, April 7, 13
  9. 9. Traditional equation: Cost of lots of people complaining in public > Cost of fewer people complaining in public + Cost of support effortsSunday, April 7, 13
  10. 10. How do we get this done?Sunday, April 7, 13
  11. 11. How do we get this done? Answer Questions.Sunday, April 7, 13
  12. 12. FAQs How-to articles User Forums Document, Document, DocumentSunday, April 7, 13
  13. 13. Authentic CommunicationSunday, April 7, 13
  14. 14. Use all available methodsSunday, April 7, 13
  15. 15. Give out your emailSunday, April 7, 13
  16. 16. Give out your email More access means less junkSunday, April 7, 13
  17. 17. Give out your email More access means less junk Puts a face on your companySunday, April 7, 13
  18. 18. Making a change? •Pricing •Strategy •ServiceSunday, April 7, 13
  19. 19. Communicate ahead of timeSunday, April 7, 13
  20. 20. The Nuts and BoltsSunday, April 7, 13
  21. 21. Customer feedback surveys •Reach out personally to customers after the first time they use your product/serviceSunday, April 7, 13
  22. 22. Customer feedback surveys •Reach out personally to customers after the first time they use your product/service •Regularly afterwordsSunday, April 7, 13
  23. 23. Customer feedback surveys •Reach out personally to customers after the first time they use your product/service •Regularly afterwords •Iterate based on user feedbackSunday, April 7, 13
  24. 24. Customer happiness •Use metrics on how customers are doing •Plan ahead for support needs •Support positive customer behavior •Iterate based on user feedbackSunday, April 7, 13
  25. 25. Company cultureSunday, April 7, 13
  26. 26. Everyone is a support repSunday, April 7, 13
  27. 27. Eat your own dog foodSunday, April 7, 13
  28. 28. Really solve real problemsSunday, April 7, 13
  29. 29. Dont take yourself to seriouslySunday, April 7, 13
  30. 30. Online resources www.uservoice.com/blog/ www.helpscout.net/blog/ www.noeltook.com/blog/Sunday, April 7, 13
  31. 31. Thank youSunday, April 7, 13
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