How Not To Give Appalling User Support

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How not to give appalling user support @franzvitulli #wcldn

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10 Tips for Good User Support @franzvitulli #wcldn

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Master your product Tip 1 @franzvitulli #wcldn

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Instructions need to be complete. Use screenshots, numbered lists and external links if that helps Tip 2 @franzvitulli #wcldn

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Speak the jargon your user is ready to understand Tip 3 @franzvitulli #wcldn

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Get in touch with the user after they signed up Tip 4 @franzvitulli #wcldn

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Help your users, but don’t forget the goal of your product Tip 5 @franzvitulli #wcldn

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Call to action Tip 6 @franzvitulli #wcldn

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Forget these words & phrases actually you should have if you had read the documentation the truth is trust me unfortunately Tip 7 @franzvitulli #wcldn

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Don’t be afraid to propose something a bit hacky Tip 8 @franzvitulli #wcldn

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Actively involve your team with user support Tip 9 @franzvitulli #wcldn

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Build a good FAQ or documentation page and keep it up-to-date Tip 10 @franzvitulli #wcldn

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Tools we use to provide user support @franzvitulli #wcldn

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@franzvitulli Customer communication, made easy #wcldn

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@franzvitulli Live Chat on Websites #wcldn

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@franzvitulli Knowledge base software #wcldn

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@franzvitulli Online scheduler for Google Calendar #wcldn

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@franzvitulli Measure & improve user experience #wcldn

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Thank you. @franzvitulli