About Support and DevRel (Making Support a Blast)

DevRelConTokyo Slides
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https://www.astrocolossal.com/blog/devrel-tokyo-talk

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?
7. User Success = Activation Retention Upsell
8. Communication isn't a problem, it's THE problem.
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)
17. How to kill support
18. 1. Understand your Users
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!