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All Hands Support
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Jeff Zellner
October 12, 2012
Business
0
76
All Hands Support
Breaking down the wall between your organization
and your customers - Ben Congleton @ UserConf 2012
Jeff Zellner
October 12, 2012
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Transcript
Ben Congleton All Hands Support Breaking down the wall between
your organization and your customers
Olark
None
Our interaction with our customers was primarily through an issue
tracker
Andrew Customers Issue Tracker Escalated Issues
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.
Customer Facing Customers Issue Tracker Escalated Issues
Customers Issue Tracker Escalated Issues
Our whole team started to have a much better understanding
of our customers and our product.
Break down the wall remove barriers to customer feedback and
understanding Engineering was motivated to engineer to reduce support and build better internal tools.
We built a strong culture of customer service across the
entire team.
How?
Provide simple opportunities for the rest of the team to
spend time supporting customers
At Kayak you call the red phone in engineering
Wufoo has been an inspiration to many companies, by constantly
rotating the entire team through support.
Uses support as a tool for new hires to learn
the product.
Teams of Rotating Support Heroes handle 25% of support questions
Look for opportunities where it makes sense to involve the
whole team.
Leaders lead by example.
Democratize your Customer Insight. have the whole team talk to
customers