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Our target customer is a young professional

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Your product strategy becomes 
 “Fill out the feature matrix”

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Conversations per Month 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 2015-08 11,000

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People A ug 2011 Jan 2012 Jan 2013 Jan 2014 Jan 2015 N ow 15

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

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Ship Feature Gather feedback Iterate on Feature

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Shipping means nothing. Usage means everything.

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Frequently + Recently = Frecency

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Everyone is asking for this… …or are they?

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I C A N ’ T WA I T TO TA L K TO C U S TO M E R S U P P O R T !

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Y Y B R B R Y Y R B B R B Y

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B B B B B Y Y Y Y Y R R R R

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R R R R Bug Report

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Quality is the essence of success

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B B B B B Confused

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Unaware

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None Few All Most Never Rarely Often Always How many use the How Teams Feature

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Y Y Y Y Y Feature Request

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

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

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What customers want Own product vision

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For customers, perception is reality

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The value they see The value we offer Marketing Gap

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The value they get The value we charge for On Trial Gap

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The value we offer The value they get The value they see The value we charge for

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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: [email protected]