How To Slay the Customer Support Beast

•

1 j'aime•737 vues

Providing great customer support sounds hard and to some downright scary, but it's easier than you think. I'll cover the few key things necessary to provide support that your customers will love, increases sales and improves your product.

Business Technologie

HowToSlaythe
CustomerSupportBeast
Illustration: Nathan Scheck

Revenue
2005 2006 2007 2008
$488K
$264K
$123K
$15K

Revenue/ads
2005 2006 2007 2008
$14k$1k$4k$0k
$488k
$264k
$123k
$15k

$fromfirst100
Initiallicensepurchase2006 ThroughToday
$297K
$90K

SupportCategories
Account Bugs Features Pre-Sales Technical HowTo
641
2,008
2,827
250201
983

SupportChannels
• HelpSite
• InApp
• Email

marketing!=support
• twitter*
• Facebook
• Pinterest
• Blogging

HelpSiteContent
• Detailedinfooninitialsetup
• indepthonsettings
• advice/bestpractices

http://www.audiofile-engineering.com/support/helpdesk/

helpsitetips
• Don’trequireregistration
• Don’texposeinternalmetadata
• organizecontentforcustomers

Replying:outro
If you have any other questions, just let
me know and I’ll be happy to help.
And have an awesome Monday!
-Chase
http://supportops.co

Organizetickets
• Categorize
• assigntoindividualsnotgroups
• Prioritize

Schedule
• Firstthinginthemorning
• Afterlunch
• Endofday

thisiswhyticket
organizationis
important

Feedback
• yourteamkeepsyouintheloop
• problems*AND*SUCCESSES
• usechat,supporttools

SURVEYS?
• PERIODICAREEFFECTIVE
• SURVEY’SINEACHSUPPORTEMAIL?
• followupsurveyafewdayslater?
• Weallhatetheseright?

IanLandsman
ianlandsman.com/talks
@ianlandsman

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How To Slay the Customer Support Beast

1. HowToSlaythe CustomerSupportBeast Illustration: Nathan Scheck

2. Ian Landsman

4. Bootstrapped.fm

5. discuss.Bootstrapped.fm

7. CustomerSupport Theoriginal growthhack

8. metricsallthethings

9. Churn Avgrevenueperuser lifetimevalue

10.

11.

12.

13. support==sales

14. Userscape 2005to 2008

15. Noemployees

16. Nomarketing

17. Noadvertising

18. Noemaillist

19. NoA/Btesting

20. Notrackingatall!

21. alittleSEO

22.

23. Revenue 2005 2006 2007 2008 $488K $264K $123K $15K

24. Revenue/ads 2005 2006 2007 2008 $14k$1k$4k$0k $488k $264k $123k $15k

25. ourfirst100 customers

26. 1,700 tickets

27. $fromfirst100 Initiallicensepurchase2006 ThroughToday $297K $90K

28. $207,316

29. Support 125 250 375 500

30. FirstResponse 0 30min 1hr 1.5hr 2hr

31. SupportCategories Account Bugs Features Pre-Sales Technical HowTo 641 2,008 2,827 250201 983

32. How?

33. SupportTools

34. SupportChannels • HelpSite • InApp • Email

35. marketing!=support • twitter* • Facebook • Pinterest • Blogging

36. HelpSite

37. HelpSiteContent • Detailedinfooninitialsetup • indepthonsettings • advice/bestpractices

38. http://help.besnappy.com

39. http://help.besnappy.com

40. http://www.audiofile-engineering.com/support/helpdesk/

41. http://help.campaignmonitor.com/support

42. helpsitetips • Don’trequireregistration • Don’texposeinternalmetadata • organizecontentforcustomers

43. Inapp

44. http://customer.io

45. http://besnappy.com

46. http://besnappy.com

47. email

48. A-Always B-Be C-Compassionate

49.

50. apologize& Ignorefrumpiness

51. Replying:intro Hi Tina,

52. Replying:outro If you have any other questions, just let me know and I’ll be happy to help. And have an awesome Monday! -Chase http://supportops.co

53. cannedresponsesRespond 5000% faster!

54. Organizetickets • Categorize • assigntoindividualsnotgroups • Prioritize

55. Schedule • Firstthinginthemorning • Afterlunch • Endofday

56. scalesupport

57. Hireearlyfor support

58. FirstResponse 0 30min 1hr 1.5hr 2hr

59. SupportCategories Account Bugs Features Pre-Sales Technical HowTo 641 2,008 2,827 250201 983

60. eliminatelow hangingfruit

61. thisiswhyticket organizationis important

62. everyonedoes support

63. Feedback mechanisms

64. Feedback • yourteamkeepsyouintheloop • problems*AND*SUCCESSES • usechat,supporttools