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Supporting 15k Customers Without Losing Too Much Hair

When developers try to support the products they build, they often oscillate between two pitfalls: neglect and burnout. In this presentation, you'll learn how to build a responsive, stable support infrastructure for products without running developers ragged. We’ll talk through onboarding a first-tier support team, educating users on how to ask for help, and using automation to make responses consistent and efficient. Finally we'll cover how Jira Service Desk and the Atlassian Community site work together as support forums across a wide suite of products.

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Supporting 15k Customers Without Losing Too Much Hair

  1. 1. Supporting 15k Customers Without Losing Too Much Hair JONNY CARTER | SOFTWARE ENGINEER | ADAPTAVIST | @JONNYTRON
  2. 2. Product Support Helping your customers Internal Help Desk Helping your company Who does this apply to?
  3. 3. Support adds value Whether it’s support for a product or an internal help desk, support adds value Source: www.imtrading.nl/en/metal/precious-metals/
  4. 4. Support is super hard to get right. INTRODUCTION
  5. 5. Neglect Inconsistent, subpar support Burnout Great support, unhappy team Two Pitfalls
  6. 6. Agenda Service Desk Done Right First Tier Support Hard Questions Community Knowledge Base PART 2 PART 1
  7. 7. Service Desk Done Right First Tier Support Hard Questions Community Knowledge Base PART 2 PART 1
  8. 8. Connect Support to Delivery Single Source of Truth Support feeds delivery Support agents report issues to delivery teams. Service Desk Done Right
  9. 9. Connect Support to Delivery Single Source of Truth Support feeds delivery Support agents report issues to delivery teams. Use the links Jira issue links connect customer issues to the delivery teams’ backlog. Service Desk Done Right
  10. 10. Connect Support to Delivery Support feeds delivery Support agents report issues to delivery teams. Use the links Jira issue links connect customer issues to the delivery teams’ backlog. Single Source of Truth Keep detail backstage Get all the details in the support case, extract the relevant parts for the backlog. Service Desk Done Right
  11. 11. All roads lead to service desk All support issues live in Jira Service Desk. Connect Support to Delivery Single Source of Truth Service Desk Done Right
  12. 12. All roads lead to service desk All support issues live in JIRA Service Desk. Tell your story Record support interactions and reveal your value. Connect Support to Delivery Single Source of Truth Service Desk Done Right
  13. 13. So you set up your Service Desk… Now what?
  14. 14. Service Desk Done Right First Tier Support Hard Questions Community Knowledge Base PART 2 PART 1
  15. 15. Service Desk Done Right First Tier Support Hard Questions Community Knowledge Base PART 2 PART 1
  16. 16. Do It In Public Make it visible and accessible Three Pillars of a Knowledge Base Know Thy Customer Find subject matter experts FAQ It Concrete how-to guides
  17. 17. Don’t cross the streams Source: http://www.flickr.com/photos/28277470@N05/35758175980
  18. 18. Example time… Source: http://www.flickr.com/photos/70857039@N00/2972404853
  19. 19. We welcome and encourage you to share your ideas through our community forums. While our developers may not reply to your ideas, they watch the forums for constructive feedback, player reactions, and popular topics. THE GAME COMPANY WHICH SHALL NOT BE NAMED
  20. 20. Source: http://www.flickr.com/photos/16846345@N07/34757208291 Normal Person 
 + Anonymity 
 + Audience = Total Jerk
  21. 21. You need the feedback. WHY CAN’T I CROSS THE STREAMS?
  22. 22. Your public knowledge base and Q&A forum. Your private consultation with the customer. JIRA SERVICE DESK KNOWLEDGE BASE
  23. 23. Service Desk Done Right First Tier Support Hard Questions Community Knowledge Base PART 2 PART 1
  24. 24. Service Desk Done Right First Tier Support Hard Questions Community Knowledge Base PART 2 PART 1
  25. 25. First Tier Support Delivery Customers Working test environment You can’t support what you can’t see.
  26. 26. First Tier Support Delivery Customers Working test environment You can’t support what you can’t see. Mentor The best teacher is not always the most senior person.
  27. 27. First Tier Support Delivery Customers Working test environment You can’t support what you can’t see. Mentor The best teacher is not always the most senior person. Tips & snips, not scripts Get consistency without the headache.
  28. 28. Canned response Insert yours here!
  29. 29. First Tier Support Delivery Customers Hear them out Take their ideas and feedback seriously.
  30. 30. First Tier Support Delivery Customers Hear them out Take their ideas and feedback seriously. Make them beta testers Let your agents try out new features and major changes before your customers do.
  31. 31. First Tier Support Delivery Customers Hear them out Take their ideas and feedback seriously. Make them beta testers Let your agents try out new features and major changes before your customers do. Keep good boundaries Support agents are not developers or designers. Don’t try to give them everything they want.
  32. 32. Even when you are big enough to shield your developers from operational pain, DON’T. BARUCH SADOGURSKY - DEVELOPER ADVOCATE, JFROG
  33. 33. Source: www.flickr.com/photos/23397895@N08/17085849346
  34. 34. WRONG Support is hard, remember? Source: www.flickr.com/photos/23397895@N08/17085849346
  35. 35. Service Desk Done Right First Tier Support Hard Questions Community Knowledge Base PART 2 PART 1
  36. 36. Service Desk Done Right First Tier Support Hard Questions Community Knowledge Base PART 2 PART 1
  37. 37. Who are your VIPs? How far will we go? How far must we go? HARD QUESTIONS
  38. 38. A VIP is anyone you would break your SLA for. WHO ARE YOUR VIPS?
  39. 39. Are you on the list? Source: www.telegraph.co.uk/men/thinking-man/11528357/A-club-owners-guide-to-dealing-with-bouncers.html
  40. 40. WARNING DON’T FEED THE CYNICS
  41. 41. How far will we go? How far must we go? HARD QUESTIONS Who are your VIPs?
  42. 42. How far will we go? How far must we go? How far How far HARD QUESTIONS Who are your VIPs?
  43. 43. Don’t #@!% the customer means saying no sometimes. HOW FAR…?
  44. 44. Don’t #@!% the customer means saying no sometimes. HOW FAR…?
  45. 45. Don’t #@!% the customer means saying no at the right time. HOW FAR…?
  46. 46. Who are your VIPs? How far will we go? How far must we go? HARD QUESTIONS
  47. 47. Takeaways Know who your VIPs are and why Know your limits Separate your service desk and community KB Treat your service desk agents like junior delivery
  48. 48. Thank you! JONNY CARTER | SOFTWARE ENGINEER | ADAPTAVIST | @JONNYTRON
  49. 49. Questions? JONNY CARTER | SOFTWARE ENGINEER | ADAPTAVIST | @JONNYTRON

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