How to Slay the Customer Support Beast

The importance of customer support as the original Growth Hack and tactics to how to support your customers better.

Transcript

1. How To Slay the Customer Support Beast Illustration: Nathan Scheck
2. Ian Landsman
4. Bootstrapped.fm
5. discuss.Bootstrapped.fm
7. Customer Support The original growth hack
8. metrics all the things
9. Churn Avg revenue per user lifetime value
13. support == sales
14. Userscape 2005 to 2008
15. No employees
16. No marketing
17. No advertising
18. No email list
19. No A/B testing
20. No tracking at all!
21. a little SEO
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. our first 100 customers
26. 1,700 tickets
27. $ from first 100 Initial license purchase 2006 Through Today $297K $90K
28. $207,316
29. Support 125 250 375 500
30. First Response 0 30 min 1 hr 1.5 hr 2 hr
31. Support Categories Account Bugs Features Pre-Sales Technical How To 641 2,008 2,827 250 201 983
32. How?
33. Support Tools
34. Support Channels • Help Site • In App • Email
35. marketing != support • twitter* • Facebook • Pinterest • Blogging
36. Help Site
37. Help Site Content • Detailed info on initial setup • in depth on settings • advice/best practices
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. help site tips • Don’t require registration • Don’t expose internal metadata • organize content for customers
43. In app
44. http://customer.io
45. http://besnappy.com
46. http://besnappy.com
47. email
48. A - Always B - Be C - Compassionate
50. apologize & Ignore frumpiness
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. canned responses Respond 5000% faster!
54. Organize tickets • Categorize • assign to individuals not groups • Prioritize
55. Schedule • First thing in the morning • After lunch • End of day
56. scale support
57. Hire early for support
58. First Response 0 30 min 1 hr 1.5 hr 2 hr
59. Support Categories Account Bugs Features Pre-Sales Technical How To 641 2,008 2,827 250 201 983
60. eliminate low hanging fruit
61. this is why ticket organization is important
62. everyone does support
63. Feedback mechanisms
64. Feedback • your team keeps you in the loop • problems *AND* SUCCESSES • use chat, support tools
65. SURVEYS? • PERIODIC ARE EFFECTIVE • SURVEY’S IN EACH SUPPORT EMAIL? • follow up survey a few days later? • We all hate these right?
66. support == sales
67. Support Channels • Help Site • In App • Email
68. be organized & scale your support early
69. Thanks!
70. Ian Landsman ianlandsman.com/talks @ianlandsman