All of a sudden ... no luck

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All of a sudden ... no luck

  1. 1. All of a sudden ...no luck!?Things we have learned while supporting Perch.Industry Conference, April 2013Thursday, 2 May 13
  2. 2. Thursday, 2 May 13
  3. 3. Thursday, 2 May 13
  4. 4. Thursday, 2 May 13
  5. 5. WOW!No More Clients.Thursday, 2 May 13
  6. 6. HALP!!All those customers.Thursday, 2 May 13
  7. 7. In business you get what youwant by giving other peoplewhat they want.Alice MacDougallThursday, 2 May 13
  8. 8. http://xkcd.com/627/Thursday, 2 May 13
  9. 9. Most of your competition spend theirdays looking forward to those raremoments when everything goes right.Imagine how much leverage you have ifyou spend your time maximizingthose common momentswhen it doesn’t.Seth GodinThursday, 2 May 13
  10. 10. Value of amazingcustomer support.Thursday, 2 May 13
  11. 11. People talk aboutthe help they get(or don’t get)Thursday, 2 May 13
  12. 12. Thursday, 2 May 13
  13. 13. Thursday, 2 May 13
  14. 14. One customer well taken careof could be more valuablethan $10,000 worth ofadvertising.Jim RohnThursday, 2 May 13
  15. 15. A commercialproduct in aworld of free.Thursday, 2 May 13
  16. 16. Support is somethingpeople pay for.Thursday, 2 May 13
  17. 17. Customer service is the newmarketing.Derek SiversThursday, 2 May 13
  18. 18. Email is hard to scale.Thursday, 2 May 13
  19. 19. Even if you are asupport team of 1.Create a system thatcan scale.Thursday, 2 May 13
  20. 20. “Canned” responsesThursday, 2 May 13
  21. 21. Collecting data onsupport helps youplan forgrowth.Thursday, 2 May 13
  22. 22. http://helpspot.comThursday, 2 May 13
  23. 23. Thursday, 2 May 13
  24. 24. Thursday, 2 May 13
  25. 25. Thursday, 2 May 13
  26. 26. http://zendesk.comThursday, 2 May 13
  27. 27. Assess solutions basedon the type ofsupport you need andwant to offer.Thursday, 2 May 13
  28. 28. https://twitter.com/TMobileUKhelpThursday, 2 May 13
  29. 29. https://twitter.com/grabaperch/status/322331407991062528Thursday, 2 May 13
  30. 30. Twitter is not goodfor in-depth support.But it doesn’t hurt tobe helpful.Thursday, 2 May 13
  31. 31. If you make customers unhappy in thephysical world, they might each tell 6friends. If you make customers unhappyon the Internet, they can each tell 6,000friends.Jeff BezosThursday, 2 May 13
  32. 32. Customers are human andhumans can view situations inunexpected ways.Marilyn SuttleThursday, 2 May 13
  33. 33. Statistics suggest that when customerscomplain, business owners andmanagers ought to get excitedabout it. The complaining customerrepresents a huge opportunityfor more business.Zig ZiglarThursday, 2 May 13
  34. 34. Is the customerALWAYS right?Thursday, 2 May 13
  35. 35. I get support tickets that arenothing short of extortionAndrey Butov - http://bootstrapped.fmThursday, 2 May 13
  36. 36. The trouble withfeature requests.Thursday, 2 May 13
  37. 37. The more you engage withcustomers the clearer thingsbecome and the easier it is todetermine what youshould be doing.John Russell, President, formerV.P., Harley DavidsonThursday, 2 May 13
  38. 38. Protect the core usecase of your product.Thursday, 2 May 13
  39. 39. Thursday, 2 May 13
  40. 40. Thursday, 2 May 13
  41. 41. http://docs.grabaperch.com/docs/developers/creating-regions/Thursday, 2 May 13
  42. 42. Thursday, 2 May 13
  43. 43. You can’t pleaseeveryone.Thursday, 2 May 13
  44. 44. Add features thatbenefit the majority,not a noisy minority.Thursday, 2 May 13
  45. 45. Customer supportcan be your bestmarket research.Thursday, 2 May 13
  46. 46. Know what your customerswant most and what yourcompany does best. Focus onwhere those two meet.Kevin StirtzThursday, 2 May 13
  47. 47. Building your website- one ticket at a timeThursday, 2 May 13
  48. 48. customers who have contacted support26%Thursday, 2 May 13
  49. 49. have raised more than one ticket10%Thursday, 2 May 13
  50. 50. of requests are from the same 50 people25%Thursday, 2 May 13
  51. 51. of requests are from the same 20 people15%Thursday, 2 May 13
  52. 52. of requests are from the same 10 people10%Thursday, 2 May 13
  53. 53. of requests are from 1 customer2%Thursday, 2 May 13
  54. 54. 01020304050607080Thursday, 2 May 13
  55. 55. Credit: Flickr user uair01Thursday, 2 May 13
  56. 56. Drew and the“mental model”.Thursday, 2 May 13
  57. 57. When we enlarge our view ofthe world, we deepen ourunderstanding of our ownlives.Yo-Yo MaThursday, 2 May 13
  58. 58. With a digitalproduct you arean export businessfrom day 1.Thursday, 2 May 13
  59. 59. Design support outof your product.Thursday, 2 May 13
  60. 60. Thursday, 2 May 13
  61. 61. Thursday, 2 May 13
  62. 62. Thursday, 2 May 13
  63. 63. Provide a varietyof help material,different levels &formats.Thursday, 2 May 13
  64. 64. Predicting busysupport days.Thursday, 2 May 13
  65. 65. Jun Aug Oct Dec Feb Apr Jun Aug Oct Dec FebRequestsThursday, 2 May 13
  66. 66. Jun Aug Oct Dec Feb Apr Jun Aug Oct Dec FebRequests LicensesThursday, 2 May 13
  67. 67. The “end client”problem.Thursday, 2 May 13
  68. 68. Clients can losecontact with theirdesigner for allkinds of reasons.Thursday, 2 May 13
  69. 69. Who owns thelicense for thirdparty software?Thursday, 2 May 13
  70. 70. Who supports theend client with athird party CMS?Thursday, 2 May 13
  71. 71. Thursday, 2 May 13
  72. 72. Not all support isreally your problem.Thursday, 2 May 13
  73. 73. Terrible webhostingThursday, 2 May 13
  74. 74. We give customerscopy and pasteinformation to giveto their host’s support.Thursday, 2 May 13
  75. 75. Cheap hosting isvery expensive.Thursday, 2 May 13
  76. 76. A small amount ofextra money onhosting saves a vastamount of time.Thursday, 2 May 13
  77. 77. I am adding paragraphs in theeditor but Perch isn’tdisplaying them on mywebsite!Many, many Perch customersThursday, 2 May 13
  78. 78. Understanding thefull stack saves youtime and frustration.Thursday, 2 May 13
  79. 79. You don’t need tobecome an expert.Thursday, 2 May 13
  80. 80. If you have been ableto learn CSS you arecapable of learningsome PHP or Ruby.Thursday, 2 May 13
  81. 81. HELP!It’s not working.Thursday, 2 May 13
  82. 82. Whatis not working?Thursday, 2 May 13
  83. 83. Thursday, 2 May 13
  84. 84. If we can reproducean issue, it is well onthe way tobeing solved.Thursday, 2 May 13
  85. 85. Tell us what youexpected to happen.Thursday, 2 May 13
  86. 86. no luckno joyno loveThursday, 2 May 13
  87. 87. If a suggestiondoesn’t work don’tforget to saywhat it did do.Thursday, 2 May 13
  88. 88. The perfect supportrequest?Thursday, 2 May 13
  89. 89. Give versions of the software in use.Include Diagnostic info where available.Give step by step instructions to reproduce.Include any code required.Explain what you expected to happen.Explain what actually happened.Thursday, 2 May 13
  90. 90. Good support getsyou back to yourproject asquickly as possibleThursday, 2 May 13
  91. 91. @rachelandrewhttp://rachelandrew.co.uk/presentations/supportThank you!Thursday, 2 May 13

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