All of a sudden ... no luck!

My presentation from Industry Conference, April 2013

Transcript

1. All of a sudden ... no luck!? Things we have learned while supporting Perch. Industry Conference, April 2013 Wednesday, 24 April 13
2. Wednesday, 24 April 13
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5. WOW! No More Clients. Wednesday, 24 April 13
6. HALP!! All those customers. Wednesday, 24 April 13
7. In business you get what you want by giving other people what they want. Alice MacDougall Wednesday, 24 April 13
8. http://xkcd.com/627/ Wednesday, 24 April 13
9. 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
10. Value of amazing customer support. Wednesday, 24 April 13
11. People talk about the help they get (or don’t get) Wednesday, 24 April 13
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14. One customer well taken care of could be more valuable than $10,000 worth of advertising. Jim Rohn Wednesday, 24 April 13
15. A commercial product in a world of free. Wednesday, 24 April 13
16. Support is something people pay for. Wednesday, 24 April 13
17. Customer service is the new marketing. Derek Sivers Wednesday, 24 April 13
18. Email is hard to scale. Wednesday, 24 April 13
19. Even if you are a support team of 1. Create a system that can scale. Wednesday, 24 April 13
20. “Canned” responses Wednesday, 24 April 13
21. Collecting data on support helps you plan for growth. Wednesday, 24 April 13
22. http://helpspot.com Wednesday, 24 April 13
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26. http://zendesk.com Wednesday, 24 April 13
27. Assess solutions based on the type of support you need and want to offer. Wednesday, 24 April 13
28. https://twitter.com/TMobileUKhelp Wednesday, 24 April 13
29. https://twitter.com/grabaperch/status/322331407991062528 Wednesday, 24 April 13
30. Twitter is not good for in-depth support. But it doesn’t hurt to be helpful. Wednesday, 24 April 13
31. 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
32. Customers are human and humans can view situations in unexpected ways. Marilyn Suttle Wednesday, 24 April 13
33. 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
34. Is the customer ALWAYS right? Wednesday, 24 April 13
35. I get support tickets that are nothing short of extortion Andrey Butov - http://bootstrapped.fm Wednesday, 24 April 13
36. The trouble with feature requests. Wednesday, 24 April 13
37. 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
38. Protect the core use case of your product. Wednesday, 24 April 13
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41. http://docs.grabaperch.com/docs/developers/creating-regions/ Wednesday, 24 April 13
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43. You can’t please everyone. Wednesday, 24 April 13
44. Add features that benefit the majority, not a noisy minority. Wednesday, 24 April 13
45. Customer support can be your best market research. Wednesday, 24 April 13
46. Know what your customers want most and what your company does best. Focus on where those two meet. Kevin Stirtz Wednesday, 24 April 13
47. Building your website - one ticket at a time Wednesday, 24 April 13
48. customers who have contacted support 26% Wednesday, 24 April 13
49. have raised more than one ticket 10% Wednesday, 24 April 13
50. of requests are from the same 50 people 25% Wednesday, 24 April 13
51. of requests are from the same 20 people 15% Wednesday, 24 April 13
52. of requests are from the same 10 people 10% Wednesday, 24 April 13
53. of requests are from 1 customer 2% Wednesday, 24 April 13
54. 0 10 20 30 40 50 60 70 80 Wednesday, 24 April 13
55. Credit: Flickr user uair01 Wednesday, 24 April 13
56. Drew and the “mental model”. Wednesday, 24 April 13
57. When we enlarge our view of the world, we deepen our understanding of our own lives. Yo-Yo Ma Wednesday, 24 April 13
58. With a digital product you are an export business from day 1. Wednesday, 24 April 13
59. Design support out of your product. Wednesday, 24 April 13
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63. Provide a variety of help material, different levels & formats. Wednesday, 24 April 13
64. Predicting busy support days. Wednesday, 24 April 13
65. Jun Aug Oct Dec Feb Apr Jun Aug Oct Dec Feb Requests Wednesday, 24 April 13
66. Jun Aug Oct Dec Feb Apr Jun Aug Oct Dec Feb Requests Licenses Wednesday, 24 April 13
67. The “end client” problem. Wednesday, 24 April 13
68. Clients can lose contact with their designer for all kinds of reasons. Wednesday, 24 April 13
69. Who owns the license for third party software? Wednesday, 24 April 13
70. Who supports the end client with a third party CMS? Wednesday, 24 April 13
71. Wednesday, 24 April 13
72. Not all support is really your problem. Wednesday, 24 April 13
73. Terrible webhosting Wednesday, 24 April 13
74. We give customers copy and paste information to give to their host’s support. Wednesday, 24 April 13
75. Cheap hosting is very expensive. Wednesday, 24 April 13
76. A small amount of extra money on hosting saves a vast amount of time. Wednesday, 24 April 13
77. I am adding paragraphs in the editor but Perch isn’t displaying them on my website! Many, many Perch customers Wednesday, 24 April 13
78. Understanding the full stack saves you time and frustration. Wednesday, 24 April 13
79. You don’t need to become an expert. Wednesday, 24 April 13
80. If you have been able to learn CSS you are capable of learning some PHP or Ruby. Wednesday, 24 April 13
81. HELP! It’s not working. Wednesday, 24 April 13
82. What is not working? Wednesday, 24 April 13
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84. If we can reproduce an issue, it is well on the way to being solved. Wednesday, 24 April 13
85. Tell us what you expected to happen. Wednesday, 24 April 13
86. no luck no joy no love Wednesday, 24 April 13
87. If a suggestion doesn’t work don’t forget to say what it did do. Wednesday, 24 April 13
88. The perfect support request? Wednesday, 24 April 13
89. 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
90. Good support gets you back to your project as quickly as possible Wednesday, 24 April 13
91. @rachelandrew http://rachelandrew.co.uk/presentations/support Thank you! Wednesday, 24 April 13