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Lifting the Heavy Ass Weights of Support
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Jeff Vincent
October 18, 2013
Business
3
740
Lifting the Heavy Ass Weights of Support
Talk originally created for UserConf, Oct 2013 in San Francisco.
Jeff Vincent
October 18, 2013
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Transcript
@jeffvincent
None
None
Growth Hurts
who has scaling issues when you look this good?
who has scaling issues when you look this good? Oh
yeah, we did.
How do we scale support?
Show me this new way
None
Ronny Coleman is really strong.
“Light Weight Baby!”
Lifting the Heavy Ass Weights of Support
Webinars. Documentation. In-App Help. Screencasts.
create badass users connect with them at scale build incredible
teams Heavy Ass Weights...
Heavy Ass Weights Badass Users create
hand hold empower ^
None
http://wistia.com/doc/embedding
see the rest: https://home.wistia.com/medias/x6yhlst8kt
40%
None
underwater
underwater 5%
5% underwater Wistia Basics Videos New Doc App Sanding
Free Plan Launch!
“Yeah Buddy!”
TAKEAWAY #1 Heavy Ass Weight Help your users get shit
done on their timeline.
customers that connect with us stay longer.
Just a heads up! Your encoding machines might have gotten
gummed up. happy customer
Just a heads up! Your encoding machines might have gotten
gummed up. &@*$&!$^! angry customer
how do we connect?
the inbox is a terrible place to meet people.
get them in focus.
not all conversations were created equal.
it is all about relationships.
None
https://home.wistia.com/medias/amwwhgusm9
None
Using (properly crafted) static resources is the best way to
scale your brand voice. TAKEAWAY #2 Heavy Ass Weight
mining for new resources.
None
None
https://home.wistia.com/medias/0dccf1d10f
None
30 Hours!!!!!
what of these wonderful people?
the inbox is only the beginning.
None
None
Otters!
Give your support people the headroom and freedom to make
amazing things, and they will give your customers superpowers. TAKEAWAY #3 Heavy Ass Weight
make it awesome!
http://wistia.com/doc
None
Heavy Hittin’ Docs • don’t use robot speak • lots
of interface images • make sure it’s searchable!
None
None
None
!!!!!!!
Heavy Hittin’ Video • don’t be scared of scrappy •
keep it focused! • use lots of real people • make it easy to update Examples: • kb.mailchimp.com/category/ getting-started/ • wistia.com/doc/wistia-basics
None
Heavy Hittin’ Tool Tips • format for clarity • link
out to documentation • support, not marketing speak
so...where to start?
YOU ARE AWESOME!
VALUABLE!! YOUR TIME IS
“Ain’t nothin’ but a peanut!”
@jeffvincent
[email protected]
ciao.