How to Slay the Customer Support Beast

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How To Slay the Customer Support Beast Illustration: Nathan Scheck

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Ian Landsman

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Bootstrapped.fm

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discuss.Bootstrapped.fm

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Customer Support The original growth hack

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metrics all the things

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Churn Avg revenue per user lifetime value

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support == sales

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Userscape 2005 to 2008

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No employees

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No marketing

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No advertising

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No email list

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No A/B testing

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No tracking at all!

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a little SEO

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Revenue 2005 2006 2007 2008 $488K $264K $123K $15K

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Revenue/ads 2005 2006 2007 2008 $14k $1k $4k $0k $488k $264k $123k $15k

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our first 100 customers

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1,700 tickets

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$ from first 100 Initial license purchase 2006 Through Today $297K $90K

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$207,316

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Support 125 250 375 500

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First Response 0 30 min 1 hr 1.5 hr 2 hr

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Support Categories Account Bugs Features Pre-Sales Technical How To 641 2,008 2,827 250 201 983

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How?

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Support Tools

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Support Channels • Help Site • In App • Email

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marketing != support • twitter* • Facebook • Pinterest • Blogging

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Help Site

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Help Site Content • Detailed info on initial setup • in depth on settings • advice/best practices

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http://help.besnappy.com

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http://help.besnappy.com

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http://www.audiofile-engineering.com/support/helpdesk/

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http://help.campaignmonitor.com/support

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help site tips • Don’t require registration • Don’t expose internal metadata • organize content for customers

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In app

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http://customer.io

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http://besnappy.com

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http://besnappy.com

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A - Always B - Be C - Compassionate

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apologize & Ignore frumpiness

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Replying: intro Hi Tina,

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Replying: outro If you have any other questions, just let me know and I’ll be happy to help. And have an awesome Monday! -Chase http://supportops.co

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canned responses Respond 5000% faster!

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Organize tickets • Categorize • assign to individuals not groups • Prioritize

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Schedule • First thing in the morning • After lunch • End of day

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scale support

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Hire early for support

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First Response 0 30 min 1 hr 1.5 hr 2 hr

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Support Categories Account Bugs Features Pre-Sales Technical How To 641 2,008 2,827 250 201 983

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eliminate low hanging fruit

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this is why ticket organization is important

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everyone does support

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Feedback mechanisms

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Feedback • your team keeps you in the loop • problems *AND* SUCCESSES • use chat, support tools

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SURVEYS? • PERIODIC ARE EFFECTIVE • SURVEY’S IN EACH SUPPORT EMAIL? • follow up survey a few days later? • We all hate these right?