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All of a sudden ... no luck!? Things we have learned while supporting Perch. Industry Conference, April 2013 Wednesday, 24 April 13

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WOW! No More Clients. Wednesday, 24 April 13

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HALP!! All those customers. Wednesday, 24 April 13

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In business you get what you want by giving other people what they want. Alice MacDougall Wednesday, 24 April 13

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http://xkcd.com/627/ Wednesday, 24 April 13

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Most of your competition spend their days looking forward to those rare moments when everything goes right. Imagine how much leverage you have if you spend your time maximizing those common moments when it doesn’t. Seth Godin Wednesday, 24 April 13

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Value of amazing customer support. Wednesday, 24 April 13

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People talk about the help they get (or don’t get) Wednesday, 24 April 13

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One customer well taken care of could be more valuable than $10,000 worth of advertising. Jim Rohn Wednesday, 24 April 13

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A commercial product in a world of free. Wednesday, 24 April 13

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Support is something people pay for. Wednesday, 24 April 13

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Customer service is the new marketing. Derek Sivers Wednesday, 24 April 13

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Email is hard to scale. Wednesday, 24 April 13

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Even if you are a support team of 1. Create a system that can scale. Wednesday, 24 April 13

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“Canned” responses Wednesday, 24 April 13

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Collecting data on support helps you plan for growth. Wednesday, 24 April 13

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http://helpspot.com Wednesday, 24 April 13

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http://zendesk.com Wednesday, 24 April 13

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Assess solutions based on the type of support you need and want to offer. Wednesday, 24 April 13

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https://twitter.com/TMobileUKhelp Wednesday, 24 April 13

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https://twitter.com/grabaperch/status/322331407991062528 Wednesday, 24 April 13

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Twitter is not good for in-depth support. But it doesn’t hurt to be helpful. Wednesday, 24 April 13

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If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends. Jeff Bezos Wednesday, 24 April 13

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Customers are human and humans can view situations in unexpected ways. Marilyn Suttle Wednesday, 24 April 13

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Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business. Zig Ziglar Wednesday, 24 April 13

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Is the customer ALWAYS right? Wednesday, 24 April 13

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I get support tickets that are nothing short of extortion Andrey Butov - http://bootstrapped.fm Wednesday, 24 April 13

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The trouble with feature requests. Wednesday, 24 April 13

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The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. John Russell, President, former V.P., Harley Davidson Wednesday, 24 April 13

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Protect the core use case of your product. Wednesday, 24 April 13

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http://docs.grabaperch.com/docs/developers/creating-regions/ Wednesday, 24 April 13

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You can’t please everyone. Wednesday, 24 April 13

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Add features that benefit the majority, not a noisy minority. Wednesday, 24 April 13

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Customer support can be your best market research. Wednesday, 24 April 13

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Know what your customers want most and what your company does best. Focus on where those two meet. Kevin Stirtz Wednesday, 24 April 13

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Building your website - one ticket at a time Wednesday, 24 April 13

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customers who have contacted support 26% Wednesday, 24 April 13

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have raised more than one ticket 10% Wednesday, 24 April 13

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of requests are from the same 50 people 25% Wednesday, 24 April 13

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of requests are from the same 20 people 15% Wednesday, 24 April 13

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of requests are from the same 10 people 10% Wednesday, 24 April 13

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of requests are from 1 customer 2% Wednesday, 24 April 13

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0 10 20 30 40 50 60 70 80 Wednesday, 24 April 13

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Credit: Flickr user uair01 Wednesday, 24 April 13

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Drew and the “mental model”. Wednesday, 24 April 13

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When we enlarge our view of the world, we deepen our understanding of our own lives. Yo-Yo Ma Wednesday, 24 April 13

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With a digital product you are an export business from day 1. Wednesday, 24 April 13

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Design support out of your product. Wednesday, 24 April 13

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Provide a variety of help material, different levels & formats. Wednesday, 24 April 13

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Predicting busy support days. Wednesday, 24 April 13

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Jun Aug Oct Dec Feb Apr Jun Aug Oct Dec Feb Requests Wednesday, 24 April 13

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Jun Aug Oct Dec Feb Apr Jun Aug Oct Dec Feb Requests Licenses Wednesday, 24 April 13

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The “end client” problem. Wednesday, 24 April 13

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Clients can lose contact with their designer for all kinds of reasons. Wednesday, 24 April 13

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Who owns the license for third party software? Wednesday, 24 April 13

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Who supports the end client with a third party CMS? Wednesday, 24 April 13

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Not all support is really your problem. Wednesday, 24 April 13

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Terrible webhosting Wednesday, 24 April 13

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We give customers copy and paste information to give to their host’s support. Wednesday, 24 April 13

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Cheap hosting is very expensive. Wednesday, 24 April 13

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A small amount of extra money on hosting saves a vast amount of time. Wednesday, 24 April 13

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I am adding paragraphs in the editor but Perch isn’t displaying them on my website! Many, many Perch customers Wednesday, 24 April 13

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Understanding the full stack saves you time and frustration. Wednesday, 24 April 13

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You don’t need to become an expert. Wednesday, 24 April 13

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If you have been able to learn CSS you are capable of learning some PHP or Ruby. Wednesday, 24 April 13

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HELP! It’s not working. Wednesday, 24 April 13

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What is not working? Wednesday, 24 April 13

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If we can reproduce an issue, it is well on the way to being solved. Wednesday, 24 April 13

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Tell us what you expected to happen. Wednesday, 24 April 13

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no luck no joy no love Wednesday, 24 April 13

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If a suggestion doesn’t work don’t forget to say what it did do. Wednesday, 24 April 13

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The perfect support request? Wednesday, 24 April 13

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Give versions of the software in use. Include Diagnostic info where available. Give step by step instructions to reproduce. Include any code required. Explain what you expected to happen. Explain what actually happened. Wednesday, 24 April 13

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Good support gets you back to your project as quickly as possible Wednesday, 24 April 13

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@rachelandrew http://rachelandrew.co.uk/presentations/support Thank you! Wednesday, 24 April 13