This document summarizes a presentation about how DevOps engineers at Datadog provide customer support. Some key points discussed include: - Datadog got customers through word-of-mouth due to the quality of their product and support provided by DevOps engineers. - Datadog treats customers like they treat themselves by answering all questions thoroughly and making sure issues are fully resolved. - Engineers spend a week at a time helping with customer support to continuously learn. - Datadog uses a variety of tools like IRC, email, in-app chat, and social media to engage with customers and share information. - Metrics like response time, resolution time, and channel volume are analyzed monthly to improve support.

1. CustomerOps
DevOps <3 Customer Support
DevOpsDays Paris 2013
Alexis Lê-Quôc (@alq)

2. Alexis Lê-Quôc
CTO, @datadoghq

3. Customer Support This presentation is about

4. This presentation is about
Customer Support
by Engineers

5. A few words about
How we got
customers
in the first place

6. Monitoring as a Service

7. ...as a SERVICE

8. we write software
we sell a service

9. paying customers

10. no marketing
just word-of-mouth

11. quality of product
quality of support

12. “customers”
is
“you”

13. DevOps engineers
supported by
DevOps engineers

14. DevOps is
Culture
Automation
Measurement
Sharing
http://www.opscode.com/blog/2010/07/16/what-devops-means-to-me/

15. DevOps is
Culture
Automation
Measurement
Sharing

16. engineering culture
==
build && understand

17. treat you, our customers
like we treat ourselves

18. answer every single question
give as much insight as possible

19. “Is the problem solved?”
“Does the answer make
sense?”

20. I, customer support

21. I learn
I learn
I learn

22. becomes full-time job

23. we, customer support

24. every engineer
customer support
1 week at a time

25. we learn
we learn
we learn

26. disruptive

27. split roles

28. interrupt-driven
&
problem-solving

29. dev/ops/support...
all engineers

30. DevOps is
Culture
Automation
Measurement
Sharing

31. analytics
You Web
Product
Public
FAQ
IRC
Code
help@
email
API
Docs
in-product
chat
status
page
auto-emails
twitter

32. You
IRC
in-product
chat
help@
email
answering
questions
Web
Product
Public
FAQ

33. reaching out to individuals
You Web
Product
auto-emails

34. broadcasting
You Web
Product
status
page
twitter

35. Code API
Docs
You
sharing

36. analytics
You Web
Product
observing

37. our toolbox

38. You Web
Product
desk
#freenode
github
desk
jekyll + s3
olark
intercom.io
stashboard +
customer.io gae
twitter
kissmetrics

39. reactive + proactive

40. DevOps is
Culture
Automation
Measurement
Sharing

41. monthly metrics

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. DevOps is
Culture
Automation
Measurement
Sharing

44. what can we improve?

45. Takeaway
How can I talk to
my customers?

46. Post Scriptum
We are hiring
http://datadog.com

47. Post Post Scriptum
Have something to
say about
monitoring?
http://welovemonitoring.com