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Lifting the Heavy Ass Weights of Support

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Avatar for Jeff Vincent Jeff Vincent
October 18, 2013
Business
3
750

Lifting the Heavy Ass Weights of Support

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

Avatar for Jeff Vincent

Jeff Vincent

October 18, 2013
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Transcript

  1. @jeffvincent

  2. None
  3. None

  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

  9. None

  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 ^

  17. None

  18. http://wistia.com/doc/embedding

  19. see the rest: https://home.wistia.com/medias/x6yhlst8kt

  20. 40%

  21. None

  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.

  36. None

  37. https://home.wistia.com/medias/amwwhgusm9

  38. None

  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.

  41. None
  42. None

  43. https://home.wistia.com/medias/0dccf1d10f

  44. None

  45. 30 Hours!!!!!

  46. what of these wonderful people?

  47. the inbox is only the beginning.

  48. None
  49. None

  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

  54. None

  55. Heavy Hittin’ Docs • don’t use robot speak • lots

    of interface images • make sure it’s searchable!
  56. None
  57. None
  58. None

  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
  61. None

  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 [email protected] ciao.