#custconvo

Extract Practical Data From Your Support Conversations

#custconvo

I am Morten LundsbyI worked on support, operations and product at Google and startups of various sizesYou can find me at @mortenlundsbyand morten@userchamp.comMore info at userchamp.com/kayako

Hello!

#custconvo

Talk is goldenSupport conversations are a unique source of information

#custconvo

Information that can help other teams

SupportProduct ?

Sales CEO

Marketing

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Figure out how to help1

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EMPATHY

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Forget About Tickets for a

While

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“What is your biggest challenge right now?”

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Help Product Teams...

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Help Sales and Marketing Teams...

"Getting insight into what user's use or like the most, and where they see the highest value for the product. There is always a WOW moment with a happy customer: ‘Wow that's gonna save/make me so much time/money’. If you are able to identify those moments and give that to the sales/marketing teams to shape the sales message... it will really help!"

Jorge Bestard, Growth Manager, Olapic

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Help CEOs...

"What people love about the product and why some people decide not to buy it after trying. That allows marketing and sales to figure out who to sell to. Next is what do people want in the product that we didn't consider. That allows product to build features to get more customers."

Chris Bennet, CEO, Soldsie

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Find the information to help2

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Beware the dashboard!

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Focus!

1.Find the top priority (not priorities)

2.Keep it small (no dashboards)

3.Timebox it (not, “we’ll see how it

goes...”)

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Quantitative data

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Qualitative data

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Create the Data

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Share it3

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Be concise

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Go for straightforwardTo: crushingit@company.comSubject: “Improve pitch with examples of business results”Hi,

◉I know you’re struggling to give a specific timeline for results when pitching

◉We’re hearing that customers discover and love [feature] around month 3

◉I suggest you add that to the “what we can do for your business” pitch

◉Below are three customer descriptions of how [feature] helped them:○ “[customer quote 1]”○ “[customer quote 2]”○ “[customer quote 3]”

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Be the expert

◉Have (well-founded) opinions

◉Provide context and perspective

◉Push it if necessary - they need it

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Don’t

◉Try to help everyone at once

◉Set up standing meetings

◉Judge

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Do!

1.Pick a team2.Ask them3.Get to the smallest possible answer4.Deliver that for four weeks

#custconvo

You can find me at @mortenlundsbyor email me at morten@userchamp.com

Sign up for more information and tools and templates at userchamp.com/kayako

Questions?