CustomerOps

Transcript

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

   2013

2. Alexis Lê-Quôc CTO, @datadoghq

3. Customer Support This presentation is about

4. Customer Support by Engineers This presentation is about

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

   words about

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

15. Culture Automation Measurement Sharing DevOps is

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. Culture Automation Measurement Sharing DevOps is

31. You Web Product IRC Code help@ email API Docs in-

    product chat Public FAQ status page auto- emails twitter analytics

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

    Product Public FAQ

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

34. You Web Product status page twitter broadcasting

35. You Code API Docs sharing

36. You Web Product analytics observing

37. our toolbox

38. You Web Product #freenode github desk jekyll + s3 olark

    desk stashboard + gae intercom.io customer.io twitter kissmetrics

39. reactive + proactive

40. Culture Automation Measurement Sharing DevOps is

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. Culture Automation Measurement Sharing DevOps is

44. what can we improve?

45. How can I talk to my customers? Takeaway

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

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