Upgrade to Pro
— share decks privately, control downloads, hide ads and more …
Speaker Deck
Speaker Deck
PRO
Sign in
Sign up
for free
CustomerOps
Alexis Lê-Quôc
April 18, 2013
Technology
1
610
CustomerOps
DevOpsDays Paris 2013
Alexis Lê-Quôc
April 18, 2013
Tweet
Share
More Decks by Alexis Lê-Quôc
See All by Alexis Lê-Quôc
alq
0
69
alq
1
69
alq
5
2.1k
alq
1
72
alq
1
130
alq
7
4k
alq
2
200
alq
0
120
alq
0
180
Other Decks in Technology
See All in Technology
ray_30cm_ns
0
280
masashible
0
110
iqbocchi
0
530
asaju7142501
0
290
hamadakoji
0
1.1k
stakaya
12
7.6k
papix
0
120
kraj
0
700
ishiayaya
PRO
0
340
bufferings
2
3.2k
shimacos
2
330
tsuyo
0
190
Featured
See All Featured
mojombo
358
62k
brettharned
93
3k
samanthasiow
56
6.3k
shpigford
368
42k
imathis
478
150k
kneath
219
15k
orderedlist
PRO
329
35k
eitanlees
111
9.9k
brianwarren
83
4.7k
hursman
106
9.2k
kneath
294
39k
pauljervisheath
196
15k
Transcript
CustomerOps DevOps <3 Customer Support Alexis Lê-Quôc (@alq) DevOpsDays Paris
2013
Alexis Lê-Quôc CTO, @datadoghq
Customer Support This presentation is about
Customer Support by Engineers This presentation is about
How we got customers in the first place A few
words about
Monitoring as a Service
...as a SERVICE
we write software we sell a service
paying customers
no marketing just word-of-mouth
quality of product quality of support
“customers” is “you”
DevOps engineers supported by DevOps engineers
Culture Automation Measurement Sharing DevOps is http://www.opscode.com/blog/2010/07/16/what-devops-means-to-me/
Culture Automation Measurement Sharing DevOps is
engineering culture == build && understand
treat you, our customers like we treat ourselves
answer every single question give as much insight as possible
“Is the problem solved?” “Does the answer make sense?”
I, customer support
I learn I learn I learn
becomes full-time job
we, customer support
every engineer customer support 1 week at a time
we learn we learn we learn
disruptive
split roles
interrupt-driven & problem-solving
dev/ops/support... all engineers
Culture Automation Measurement Sharing DevOps is
You Web Product IRC Code help@ email API Docs in-
product chat Public FAQ status page auto- emails twitter analytics
You IRC help@ email in- product chat answering questions Web
Product Public FAQ
You Web Product auto- emails reaching out to individuals
You Web Product status page twitter broadcasting
You Code API Docs sharing
You Web Product analytics observing
our toolbox
You Web Product #freenode github desk jekyll + s3 olark
desk stashboard + gae intercom.io customer.io twitter kissmetrics
reactive + proactive
Culture Automation Measurement Sharing DevOps is
monthly metrics
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
Culture Automation Measurement Sharing DevOps is
what can we improve?
How can I talk to my customers? Takeaway
We are hiring http://datadog.com Post Scriptum
Have something to say about monitoring? http://welovemonitoring.com Post Post Scriptum