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How Not To Give Appalling User Support

Franz Vitulli
February 08, 2015

How Not To Give Appalling User Support

More and more developers are using WordPress to build and sell online products (web apps, SaaS, etc.), and providing excellent user support is a skill certainly not to be taken for granted. The presentation will touch on the benefits and challenges of a great user support and training. I'll share the most common problems I encountered whilst dealing with support. It will also look at how I give the best support I can and the tools that enable me to do so.

Franz Vitulli

February 08, 2015
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  1. View Slide

  2. @franzvitulli
    #WCNO

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  6. Professional user support
    @franzvitulli
    #WCNO

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  7. WordPress and Products
    @franzvitulli
    #WCNO

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  8. “A startup is a company
    designed to grow fast.”
    -Paul Graham
    @franzvitulli
    #WCNO

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  9. Growth funnel
    @franzvitulli
    #WCNO

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  10. Good support is a growth hack
    @franzvitulli
    #WCNO

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  11. Benefits of good user support
    @franzvitulli
    #WCNO

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  12. Build a positive reputation
    @franzvitulli
    #WCNO

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  13. Happy users :)
    @franzvitulli
    #WCNO

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  14. Train your users
    @franzvitulli
    #WCNO

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  15. Have less support requests
    @franzvitulli
    #WCNO

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  16. Improve your product
    @franzvitulli
    #WCNO

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  17. Challenges of user support
    @franzvitulli
    #WCNO

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  18. Creativity
    @franzvitulli
    #WCNO

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  19. Empathy
    @franzvitulli
    #WCNO

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  20. Time and resources
    @franzvitulli
    #WCNO

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  21. Communication
    @franzvitulli
    #WCNO

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  22. Organisation
    @franzvitulli
    #WCNO

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  23. 10 Tips for Good User Support
    @franzvitulli
    #WCNO

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  24. Master your product
    Tip 1
    @franzvitulli
    #WCNO

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  25. Instructions need to be complete.
    Use screenshots, numbered lists and
    external links if that helps
    Tip 2
    @franzvitulli
    #WCNO

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  26. Speak the jargon your user
    is ready to understand
    Tip 3
    @franzvitulli
    #WCNO

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  27. Get in touch with the user
    after they signed up
    Tip 4
    @franzvitulli
    #WCNO

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  28. Help your users, but don’t
    forget the goal of your product
    Tip 5
    @franzvitulli
    #WCNO

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  29. Call to action
    Tip 6
    @franzvitulli
    #WCNO

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  30. Forget these words & phrases
    actually you should have
    if you had read the documentation
    the truth is
    trust me
    unfortunately
    Tip 7
    @franzvitulli
    #WCNO

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  31. Don’t be afraid to propose
    something a bit hacky
    Tip 8
    @franzvitulli
    #WCNO

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  32. Actively involve your team
    with user support
    Tip 9
    @franzvitulli
    #WCNO

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  33. Build a good FAQ or
    documentation page and
    keep it up-to-date
    Tip 10
    @franzvitulli
    #WCNO

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  34. Tools we use to provide
    user support
    @franzvitulli
    #WCNO

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  35. @franzvitulli
    #WCNO
    Customer communication, made easy

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  36. @franzvitulli
    #WCNO
    Live Chat on Websites

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  37. @franzvitulli
    #WCNO
    Knowledge base software

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  38. @franzvitulli
    #WCNO
    Online scheduler for Google Calendar

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  39. @franzvitulli
    #WCNO
    Measure & improve user experience

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  40. Thank you. @franzvitulli

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