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About Support and DevRel (Making Support a Blast)

Db74875191d80e48eb75b29c54e4cd13?s=47 Scott
July 29, 2017

About Support and DevRel (Making Support a Blast)

DevRelConTokyo Slides
Here is a link with speaker notes.
https://www.astrocolossal.com/blog/devrel-tokyo-talk

Db74875191d80e48eb75b29c54e4cd13?s=128

Scott

July 29, 2017
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Transcript

  1. Making Support A Blast ϚοηΠɾείοτ Ξετϩίϥοαϧʢגʣ scott@astrocolossal.com twitter, github, mixi:

    sukottokun
  2. » ~1999: moved from service to IT » 10+ years

    Support Manager » Devops & Site Performance » SF Customer Success Meetup » VP, Customer Success at Pantheon » Founder, Astrocolossal » ❤ Containers, Drupal, CI » ❤❤ খ͍͞ਆࣾ » ❤❤❤ Customer Success & Support
  3. But tech jobs didn't prepare me for working with people

  4. » Technical Support Delivery » Customer Success » Technical Marketing

  5. Why support?

  6. None
  7. User Success = Activation Retention Upsell

  8. Communication isn't a problem, it's THE problem.

  9. None
  10. Touchpoints

  11. Build a culture based on meaningful connections

  12. Picture Your Support

  13. Symptoms: Poor support strategy ! No one talks to them

    ! Copypasta 24*7 ! Can they fire a customer? ! Escalations >5% ! Low Salary
  14. Results of bad support 1.Burnout 2.Move into other roles "Stepping

    stone" 3.NPS of average or below.
  15. Signs of healthy support ! They get hugs, love, offers

    ! They are influencers ! They have personalities ! They say they do support in public ! 9-10 NPS (Advocates)
  16. None
  17. How to kill support

  18. 1. Understand your Users

  19. None
  20. None
  21. Step 2. Onboard them ! "You are required to attend

    user training" ! "I need to jump on a call to set you up in our system, and I want to know your objectives."
  22. Step 3. Train them (Internal = External Training)

  23. Step 4. Docs shouldn't anger users

  24. Don't support the product, support its use.

  25. Oh Hey, Product » Get a feature request pipeline of

    your own » Your most active users are your support team. » Make support burden a metric you care about (Support Requests/Active Users)
  26. I get to talk to support?!?!?! YAASSSS!

  27. Soft Skills -Acknowledge user position -Use names -Run the show

    -Give them Agency
  28. Sincere interactions create customers for life

  29. Thanks!