Converge Edinburgh: All of a sudden ... no luck!

Presented at Converge Edinburgh, 31st May 2013

Transcript

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