All Hands Support

Breaking down the wall between your organization
and your customers - Ben Congleton @ UserConf 2012

Transcript

1. Ben Congleton All Hands Support Breaking down the wall between your organization and your customers
2. Olark
4. Our interaction with our customers was primarily through an issue tracker
5. Andrew Customers Issue Tracker Escalated Issues
6. Problems • Engineering was not reducing support. • We were making decisions without really knowing our customers. • We lacked appreciation for the work that Andrew was doing.
7. Customer Facing Customers Issue Tracker Escalated Issues
8. Customers Issue Tracker Escalated Issues
9. Our whole team started to have a much better understanding of our customers and our product.
10. Break down the wall remove barriers to customer feedback and understanding Engineering was motivated to engineer to reduce support and build better internal tools.
11. We built a strong culture of customer service across the entire team.
12. How?
13. Provide simple opportunities for the rest of the team to spend time supporting customers
14. At Kayak you call the red phone in engineering
15. Wufoo has been an inspiration to many companies, by constantly rotating the entire team through support.
16. Uses support as a tool for new hires to learn the product.
17. Teams of Rotating Support Heroes handle 25% of support questions
18. Look for opportunities where it makes sense to involve the whole team.
19. Leaders lead by example.
20. Democratize your Customer Insight. have the whole team talk to customers