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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Transcript

  • 1. Offensive SupportSunday, April 7, 13
  • 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. Offensive SupportSunday, April 7, 13
  • 4. The case for support:Sunday, April 7, 13
  • 5. The case for support: Product v SupportSunday, April 7, 13
  • 6. Sunday, April 7, 13
  • 7. Its not rocket scienceSunday, April 7, 13
  • 8. Defensive SupportSunday, April 7, 13
  • 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. How do we get this done?Sunday, April 7, 13
  • 11. How do we get this done? Answer Questions.Sunday, April 7, 13
  • 12. FAQs How-to articles User Forums Document, Document, DocumentSunday, April 7, 13
  • 13. Authentic CommunicationSunday, April 7, 13
  • 14. Use all available methodsSunday, April 7, 13
  • 15. Give out your emailSunday, April 7, 13
  • 16. Give out your email More access means less junkSunday, April 7, 13
  • 17. Give out your email More access means less junk Puts a face on your companySunday, April 7, 13
  • 18. Making a change? •Pricing •Strategy •ServiceSunday, April 7, 13
  • 19. Communicate ahead of timeSunday, April 7, 13
  • 20. The Nuts and BoltsSunday, April 7, 13
  • 21. Customer feedback surveys •Reach out personally to customers after the first time they use your product/serviceSunday, April 7, 13
  • 22. Customer feedback surveys •Reach out personally to customers after the first time they use your product/service •Regularly afterwordsSunday, April 7, 13
  • 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. 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. Company cultureSunday, April 7, 13
  • 26. Everyone is a support repSunday, April 7, 13
  • 27. Eat your own dog foodSunday, April 7, 13
  • 28. Really solve real problemsSunday, April 7, 13
  • 29. Dont take yourself to seriouslySunday, April 7, 13
  • 30. Online resources www.uservoice.com/blog/ www.helpscout.net/blog/ www.noeltook.com/blog/Sunday, April 7, 13
  • 31. Thank youSunday, April 7, 13