Improving Your Product: No Coding Necessary

Customer Success is the front line for unsolicited product feedback. By thoughtfully converting the conversations you have with customers into actionable items for the product team, effective success teams can constantly improve the quality of both a product and a product team. First given at Userconf Portland 2015

Transcript

1. Improving Your Product: No Coding Necessary Sabrina Gordon (@sabrinargordon) Intercom (@intercom)
11. Conversations 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 9000
12. People A ug 2011 Jan 2012 Jan 2013 Jan 2014 Jan 2015 N ow 10
14. 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
15. This doesn’t scale
16. Hiring is not a support strategy
18. Temptations caused by growth
19. Triage Out
21. Hi David, how can we help? S E N D Write your question here…
23. S E N D Your name: Your email: Frequent flier #: Favorite #: Cereal Preference: Emergency? Y N Please describe problem in haiku format: G
24. G S E N D Your name: Your email: Frequent flier #: Favorite #: Cereal Preference: Emergency? Y N Please describe problem in haiku format: 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
25. Busy Out Triage Out
27. Burn Out Busy Out Triage Out
30. Organizational Amnesia
31. Outsource Burn Out Busy Out Triage Out
32. You Support
33. Rest of Company Customer Support Team
34. H E R E I S A R E P LY
38. Look at what you’re throwing away
40. Survey Unsolicited workflow driven open conversation open scope blindspots context free closed conversation scoped known knowns
47. B B R P R P B P P B R R B P
48. B B R P R P B P P B R R B P
49. Unaware P P P P P
51. Bug Report
54. Feature Request
55. Customer Feature Requests comes in Tagged by Customer Success Product Manager Reads it ???
58. Earth M ars Jupiter Saturn Venus M ercury U ranus N eptune
59. Product
 gets better because of CS
60. Product team
 gets better because of CS
63. Sabrina Gordon: @sabrinargordon
 Intercom: http://intercom.io
 Our blog: http://blog.intercom.io Want the slides: slides@intercom.io