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Customer Ops: DevOps <3 customer support

Datadog is a monitoring as a service. We write software and we sell as service. We love customer support.

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Customer Ops: DevOps <3 customer support

  1. 1. CustomerOps DevOps <3 Customer Support DevOpsDays Paris 2013 Alexis Lê-Quôc (@alq)
  2. 2. Alexis Lê-Quôc CTO, @datadoghq
  3. 3. Customer Support This presentation is about
  4. 4. This presentation is about Customer Support by Engineers
  5. 5. A few words about How we got customers in the first place
  6. 6. Monitoring as a Service
  7. 7. ...as a SERVICE
  8. 8. we write software we sell a service
  9. 9. paying customers
  10. 10. no marketing just word-of-mouth
  11. 11. quality of product quality of support
  12. 12. “customers” is “you”
  13. 13. DevOps engineers supported by DevOps engineers
  14. 14. DevOps is Culture Automation Measurement Sharing http://www.opscode.com/blog/2010/07/16/what-devops-means-to-me/
  15. 15. DevOps is Culture Automation Measurement Sharing
  16. 16. engineering culture == build && understand
  17. 17. treat you, our customers like we treat ourselves
  18. 18. answer every single question give as much insight as possible
  19. 19. “Is the problem solved?” “Does the answer make sense?”
  20. 20. I, customer support
  21. 21. I learn I learn I learn
  22. 22. becomes full-time job
  23. 23. we, customer support
  24. 24. every engineer customer support 1 week at a time
  25. 25. we learn we learn we learn
  26. 26. disruptive
  27. 27. split roles
  28. 28. interrupt-driven & problem-solving
  29. 29. dev/ops/support... all engineers
  30. 30. DevOps is Culture Automation Measurement Sharing
  31. 31. analytics You Web Product Public FAQ IRC Code help@ email API Docs in-product chat status page auto-emails twitter
  32. 32. You IRC in-product chat help@ email answering questions Web Product Public FAQ
  33. 33. reaching out to individuals You Web Product auto-emails
  34. 34. broadcasting You Web Product status page twitter
  35. 35. Code API Docs You sharing
  36. 36. analytics You Web Product observing
  37. 37. our toolbox
  38. 38. You Web Product desk #freenode github desk jekyll + s3 olark intercom.io stashboard + customer.io gae twitter kissmetrics
  39. 39. reactive + proactive
  40. 40. DevOps is Culture Automation Measurement Sharing
  41. 41. monthly metrics
  42. 42. New cases Quality Reopened case ratio Quality Time to 1st response Engagement Time to resolution Engagement 1st contact resolution % Engagement Volume per channel Productivity Impact of support on sales Sales
  43. 43. DevOps is Culture Automation Measurement Sharing
  44. 44. what can we improve?
  45. 45. Takeaway How can I talk to my customers?
  46. 46. Post Scriptum We are hiring http://datadog.com
  47. 47. Post Post Scriptum Have something to say about monitoring? http://welovemonitoring.com

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Datadog is a monitoring as a service. We write software and we sell as service. We love customer support.

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