Improving Your Product: No Coding Necessary

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Improving Your Product: No Coding Necessary Sabrina Gordon (@sabrinargordon) Intercom (@intercom)

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Conversations 2012-06 2012-08 2012-10 2012-12 2013-02 2013-04 2013-06 2013-08 2013-10 2013-12 2014-02 2014-04 2014-06 2014-08 2014-10 2014-12 2015-02 2015-04 2015-06 9000

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People A ug 2011 Jan 2012 Jan 2013 Jan 2014 Jan 2015 N ow 10

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Let’s do some simple maths 1,000,000 active users 0.1% contact you each day X = 1,000 contacts per day 1,000 contacts X 10 mins average handling time = 7 days of support work, each day 7 days of support work / 8 hours average working day = 20 staff just to keep up each day

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This doesn’t scale

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Hiring is not a support strategy

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Temptations caused by growth

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Triage Out

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Hi David, how can we help? S E N D Write your question here…

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S E N D Your name: Your email: Frequent ﬂier #: Favorite #: Cereal Preference: Emergency? Y N Please describe problem in haiku format: G

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G S E N D Your name: Your email: Frequent ﬂier #: Favorite #: Cereal Preference: Emergency? Y N Please describe problem in haiku format: Looks like you’re asking about Billing Check out these docs: http://docs.intercom.io/billing http://docs.intercom.io/pricing http://docs.intercom.io/packages

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Busy Out Triage Out

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Burn Out Busy Out Triage Out

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Organizational Amnesia

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Outsource Burn Out Busy Out Triage Out

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You Support

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Rest of Company Customer Support Team

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H E R E I S A R E P LY

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Look at what you’re throwing away

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Survey Unsolicited workﬂow driven open conversation open scope blindspots context free closed conversation scoped known knowns

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B B R P R P B P P B R R B P

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B B R P R P B P P B R R B P

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Unaware P P P P P

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Bug Report

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Feature Request

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Customer Feature Requests comes in Tagged by Customer Success Product Manager Reads it ???

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Earth M ars Jupiter Saturn Venus M ercury U ranus N eptune

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Product  gets better because of CS

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Product team  gets better because of CS

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Sabrina Gordon: @sabrinargordon  Intercom: http://intercom.io  Our blog: http://blog.intercom.io Want the slides: slides@intercom.io