About Support culture

The (slightly censored) slides I used in an internal talk about support culture. The main purpose of this talk was to demonstrate how important and appreciated the support service was and to try to involve people in the process.

Transcript

1. Client success Team
3. CartoDB Team
4. How can we measure the happiness of satisfied users?
5. Lovely feedback Success! Thank you so much for your attention to this. I’ve been very impressed with CartoDB and particularly with the customer service you and your colleagues provide. Thank you again, Elizabeth Scheltens, Scripps And a special thanks for always helping. My questions alone could start a forum thread! If you have a process for submitting kudos to your boss, I’d be happy to say something official about your great support. Jess Ferko , Back Pocket Media
6. Lovely feedback (II) Hey there: Thanks for everything yesterday. Thanks for all your help, Simon Rogers Many thanks again! Speedy work as always! Will get back to you soon with (hopefully)a go ahead for annual payment Nick Austin, Deloitte
7. … more lovely feedback This is so great, thank you so much! I actually have to say, the CartoDB support is the best support team I ever came across, both the input to different problems but also your patience and kind ways with confused customers. Keep it up! Liv Widell, Sverige Radio You just made my day. Thanks a million, this is what I have been trying to achieve for the past two weeks. You are a star. Tomorrow I am going to present it to the City of Johannesburg. Thanks once again, Silas Phosoko,
8. … EVEN MORE lovely feedback Yes, perfect now - I sorted it. This is fab. Can you make any other recommendations; really happy with CartoDB! Many thanks! Sarah Marsh, The guardian Thanks for your help, Also noticed a new interface for georeferencing, nice! Thanks Again! Mohsin All, Al Jazeera English Awesome. Looks like that worked. That’s really helpful actually. Mike Keller, Al Jazeera America
9. CartoDB offering
12. When users write to support@cartodb.com… That’s their first contact with a human behind CartoDB.
13. When users write to support@cartodb.com… That’s their first contact with a real CartoDB expert.
14. There’s no other team in the world that can give them better assistance than ours.
15. It’s statistics time!
16. GIS Stack Exchange 381 CartoDB-tagged questions since September 2013. 361 answers.
17. GIS Stack Exchange 381 CartoDB-tagged questions since September 2013. 361 answers. ESRI has 358 tagged questions since July 2010. MapBox has 108 tagged questions (October 2013)
18. GIS Stack Exchange 381 CartoDB-tagged questions since September 2013. 361 answers. CartoDB Google Group 946 threads since April 2012.
19. SupportBee 6,631 new tickets since August 2013. 11,632 replies.
20. Check your inbox! Every person in the team is now a Client Success Agent
21. ‘We either make ourselves miserable or we make ourselves strong. The amount of work is the same.’ Quote from: Delivering Happiness: a path to profits, passion and purpose, by Tony Hsieh.
22. Thanks! <3