Why Support Should Improve Your Product

Industry 2015, Cleveland OH

Transcript

5. Our target customer is a young professional
8. Your product strategy becomes 
 “Fill out the feature matrix”
14. Conversations per Month 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 2015-08 11,000
15. People A ug 2011 Jan 2012 Jan 2013 Jan 2014 Jan 2015 N ow 15
17. 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
18. This doesn’t scale
19. Hiring is not a support strategy
21. Temptations caused by growth
22. Triage Out
24. Hi David, how can we help? S E N D Write your question here…
26. S E N D Your name: Your email: Frequent flier #: Favorite #: Cereal Preference: Emergency? Y N Please describe problem in haiku format: G
27. S E N D Your name: Your email: Frequent flier #: Favorite #: Cereal Preference: Emergency? Y N Please describe problem in haiku format: G 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
28. Busy Out Triage Out
30. Burn Out Busy Out Triage Out
33. Organizational Amnesia
34. Outsource Burn Out Busy Out Triage Out
35. You Support
36. Rest of Company Customer Support Team
37. H E R E I S A R E P LY
42. Look at what you’re throwing away
44. Survey Unsolicited workflow driven open conversation open scope blindspots context free closed conversation scoped known knowns
50. Ship Feature
51. Ship Feature Gather feedback Iterate on Feature
52. Shipping means nothing. Usage means everything.
54. Frequently + Recently = Frecency
55. Everyone is asking for this… …or are they?
56. I C A N ’ T WA I T TO TA L K TO C U S TO M E R S U P P O R T !
57. Y Y B R B R Y Y R B B R B Y
58. B B B B B Y Y Y Y Y R R R R
59. R R R R Bug Report
62. Quality is the essence of success
63. B B B B B Confused
65. Unaware
67. None Few All Most Never Rarely Often Always How many use the How Teams Feature
68. Y Y Y Y Y Feature Request
69. Customer Feature Requests comes in Tagged by Customer Support Product Manager Reads it ???
72. Earth M ars Jupiter Saturn Venus M ercury U ranus N eptune
73. What customers want Own product vision
75. For customers, perception is reality
76. The value they see The value we offer Marketing Gap
77. The value they get The value we charge for On Trial Gap
78. The value we offer The value they get The value they see The value we charge for
80. Product
 gets better because of CS
81. Product team
 gets better because of CS
82. Sabrina Gordon: @sabrinargordon
 Intercom: http://intercom.io
 Our blog: http://blog.intercom.io Want the slides: slides@intercom.io