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

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

Presented at Converge Edinburgh, 31st May 2013

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Rachel Andrew

May 31, 2013
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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

  3. Friday, 31 May 13

  4. Friday, 31 May 13

  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
  12. Friday, 31 May 13

  13. Friday, 31 May 13

  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

  23. Friday, 31 May 13

  24. Friday, 31 May 13

  25. Friday, 31 May 13

  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
  39. Friday, 31 May 13

  40. Friday, 31 May 13

  41. http://docs.grabaperch.com/docs/developers/creating-regions/ Friday, 31 May 13

  42. Friday, 31 May 13

  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

  60. Friday, 31 May 13

  61. Friday, 31 May 13

  62. Friday, 31 May 13

  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

  83. Friday, 31 May 13

  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