Offensive support
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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.

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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Offensive support Offensive support Presentation Transcript

  • Offensive SupportSunday, April 7, 13
  • 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
  • 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 public + Cost of support effortsSunday, April 7, 13
  • 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, DocumentSunday, April 7, 13
  • 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 companySunday, April 7, 13
  • Making a change? •Pricing •Strategy •ServiceSunday, April 7, 13
  • 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 time they use your product/serviceSunday, April 7, 13
  • Customer feedback surveys •Reach out personally to customers after the first time they use your product/service •Regularly afterwordsSunday, April 7, 13
  • 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
  • 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
  • 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/ www.noeltook.com/blog/Sunday, April 7, 13
  • Thank youSunday, April 7, 13