Lifting the Heavy Ass Weights of Support

Talk originally created for UserConf, Oct 2013 in San Francisco.

Transcript

1. @jeffvincent
4. Growth Hurts
5. who has scaling issues when you look this good?
6. who has scaling issues when you look this good? Oh yeah, we did.
7. How do we scale support?
8. Show me this new way
10. Ronny Coleman is really strong.
11. “Light Weight Baby!”
12. Lifting the Heavy Ass Weights of Support
13. Webinars. Documentation. In-App Help. Screencasts.
14. create badass users connect with them at scale build incredible teams Heavy Ass Weights...
15. Heavy Ass Weights Badass Users create
16. hand hold empower ^
18. http://wistia.com/doc/embedding
19. see the rest: https://home.wistia.com/medias/x6yhlst8kt
20. 40%
22. underwater
23. underwater 5%
24. 5% underwater Wistia Basics Videos New Doc App Sanding
25. Free Plan Launch!
26. “Yeah Buddy!”
27. TAKEAWAY #1 Heavy Ass Weight Help your users get shit done on their timeline.
28. customers that connect with us stay longer.
29. Just a heads up! Your encoding machines might have gotten gummed up. happy customer
30. Just a heads up! Your encoding machines might have gotten gummed up. &@*$&!$^! angry customer
31. how do we connect?
32. the inbox is a terrible place to meet people.
33. get them in focus.
34. not all conversations were created equal.
35. it is all about relationships.
37. https://home.wistia.com/medias/amwwhgusm9
39. Using (properly crafted) static resources is the best way to scale your brand voice. TAKEAWAY #2 Heavy Ass Weight
40. mining for new resources.
43. https://home.wistia.com/medias/0dccf1d10f
45. 30 Hours!!!!!
46. what of these wonderful people?
47. the inbox is only the beginning.
50. Otters!
51. Give your support people the headroom and freedom to make amazing things, and they will give your customers superpowers. TAKEAWAY #3 Heavy Ass Weight
52. make it awesome!
53. http://wistia.com/doc
55. Heavy Hittin’ Docs • don’t use robot speak • lots of interface images • make sure it’s searchable!
59. !!!!!!!
60. 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
62. Heavy Hittin’ Tool Tips • format for clarity • link out to documentation • support, not marketing speak
63. so...where to start?
64. YOU ARE AWESOME!
65. VALUABLE!! YOUR TIME IS
66. “Ain’t nothin’ but a peanut!”
67. @jeffvincent jeff@wistia.com ciao.