Tweet
Tweet

Slide 1

Slide 1 text

No content

Slide 2

Slide 2 text

No content

Slide 3

Slide 3 text

No content

Slide 4

Slide 4 text

No content

Slide 5

Slide 5 text

Our target customer is a young professional

Slide 6

Slide 6 text

No content

Slide 7

Slide 7 text

No content

Slide 8

Slide 8 text

Your product strategy becomes 
 “Fill out the feature matrix”

Slide 9

Slide 9 text

No content

Slide 10

Slide 10 text

No content

Slide 11

Slide 11 text

No content

Slide 12

Slide 12 text

No content

Slide 13

Slide 13 text

No content

Slide 14

Slide 14 text

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

Slide 15

Slide 15 text

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

Slide 16

Slide 16 text

No content

Slide 17

Slide 17 text

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

Slide 18

Slide 18 text

This doesn’t scale

Slide 19

Slide 19 text

Hiring is not a support strategy

Slide 20

Slide 20 text

No content

Slide 21

Slide 21 text

Temptations caused by growth

Slide 22

Slide 22 text

Triage Out

Slide 23

Slide 23 text

No content

Slide 24

Slide 24 text

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

Slide 25

Slide 25 text

No content

Slide 26

Slide 26 text

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

Slide 27

Slide 27 text

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

Slide 28

Slide 28 text

Busy Out Triage Out

Slide 29

Slide 29 text

No content

Slide 30

Slide 30 text

Burn Out Busy Out Triage Out

Slide 31

Slide 31 text

No content

Slide 32

Slide 32 text

No content

Slide 33

Slide 33 text

Organizational Amnesia

Slide 34

Slide 34 text

Outsource Burn Out Busy Out Triage Out

Slide 35

Slide 35 text

You Support

Slide 36

Slide 36 text

Rest of Company Customer Support Team

Slide 37

Slide 37 text

H E R E I S A R E P LY

Slide 38

Slide 38 text

No content

Slide 39

Slide 39 text

No content

Slide 40

Slide 40 text

No content

Slide 41

Slide 41 text

No content

Slide 42

Slide 42 text

Look at what you’re throwing away

Slide 43

Slide 43 text

No content

Slide 44

Slide 44 text

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

Slide 45

Slide 45 text

No content

Slide 46

Slide 46 text

No content

Slide 47

Slide 47 text

No content

Slide 48

Slide 48 text

No content

Slide 49

Slide 49 text

No content

Slide 50

Slide 50 text

Ship Feature

Slide 51

Slide 51 text

Ship Feature Gather feedback Iterate on Feature

Slide 52

Slide 52 text

Shipping means nothing. Usage means everything.

Slide 53

Slide 53 text

No content

Slide 54

Slide 54 text

Frequently + Recently = Frecency

Slide 55

Slide 55 text

Everyone is asking for this… …or are they?

Slide 56

Slide 56 text

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 !

Slide 57

Slide 57 text

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

Slide 58

Slide 58 text

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

Slide 59

Slide 59 text

R R R R Bug Report

Slide 60

Slide 60 text

No content

Slide 61

Slide 61 text

No content

Slide 62

Slide 62 text

Quality is the essence of success

Slide 63

Slide 63 text

B B B B B Confused

Slide 64

Slide 64 text

No content

Slide 65

Slide 65 text

Unaware

Slide 66

Slide 66 text

No content

Slide 67

Slide 67 text

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

Slide 68

Slide 68 text

Y Y Y Y Y Feature Request

Slide 69

Slide 69 text

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

Slide 70

Slide 70 text

No content

Slide 71

Slide 71 text

No content

Slide 72

Slide 72 text

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

Slide 73

Slide 73 text

What customers want Own product vision

Slide 74

Slide 74 text

No content

Slide 75

Slide 75 text

For customers, perception is reality

Slide 76

Slide 76 text

The value they see The value we offer Marketing Gap

Slide 77

Slide 77 text

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

Slide 78

Slide 78 text

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

Slide 79

Slide 79 text

No content

Slide 80

Slide 80 text

Product
 gets better because of CS

Slide 81

Slide 81 text

Product team
 gets better because of CS

Slide 82

Slide 82 text

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