Post on 12-Jul-2015
Support experiment at PressPad
A Mobile Publishing & Marketing Platform for Magazine Publishers & Comic Authors
Dec 5rd, 2014
Great Support is the science and art...
Great Support is a real asset of the SaaS startup!
Your personal assistant
Great Support allows reaching to the top together
Your personal assistant
We Do Apps For Magazines
The right magazine for every moment
400+
...
1 000 000+ installs. 50 000 new installs/month
1 000 000+ installs. 50 000 new installs/month
Our Publishers come from all continents except the Antarctica.
1 000 000+ installs. 50 000 new installs/month
Our Publishers come from all continents except the Antarctica.
...and so their readers do.
Support experiment at PressPad
Support experiment at PressPad
Support experiment at PressPad
Support experiment at PressPad
Question
- “How to, effectively support users on the planetary scale?”
Support experiment at PressPad
Support experiment at PressPad
Answer
- ”Separate publishers support from their readers support”
Support experiment at PressPad
Add a secret ingredient
- ”Involve lead developers...”
Support experiment at PressPad
“At PressPad, lead developers are involved into the support process”
Support experiment at PressPad
“This is probably the only time frame when they can be at the epicenter”
Support experiment at PressPad
“This is probably the only time frame when they can be at the epicenter”
Why we need this?
Why we need this?
● Being at the epicenter means building value by learning/reacting fast.
Why we need this?
● Being at the epicenter means building value by learning/reacting fast.
● We build PressPad apps every day and push updates biweekly or more often.
Why we need this?
● Being at the epicenter means building value by learning/reacting fast.
● We build PressPad apps every day and push updates biweekly or more often.
● Fast iterative environment means continuous improvement.
How to handle this?
By creating a virtual team of real heroes
Anna JARON
Lead Customer Happiness Hero
Peter GOLINSKI
Anna JARON
Lead Android Developer
Lead Customer Happiness Hero
Peter GOLINSKI
Anna JARON
Simon FORTUNA
Lead Android Developer
Lead Customer Happiness Hero
Lead iOS Developer
Peter GOLINSKI
Anna JARON
Simon FORTUNA
Lead Android Developer
Lead Customer Happiness Hero
Lead iOS Developer
There are tools that can be of help
There are tools that can be of help
There are tools that can be of help
● Slack● Hackpad● Trello
Tweet This List of Tools To Your #Startups Community
Summary
Support experiment at PressPad
Summary
Developers put themselves in user's shoes. This effects with:
Summary
Developers put themselves in user's shoes. This effects with:
● better code and better product
Summary
Developers put themselves in user's shoes. This effects with:
● better code and better product● less support tickets
Summary
Developers put themselves in user's shoes. This effects with:
● better code and better product● less support tickets● better product-market fit
Summary
Developers put themselves in user's shoes. This effects with:
● better code and better product● less support tickets● better product-market fit● meaningful iterations
Summary
Developers put themselves in user's shoes. This effects with:
● better code and better product● less support tickets● better product-market fit● meaningful iterations● build trust to the brand
Support experiment at PressPad
I appreciate your great customer service. - Shannon
Support experiment at PressPad
I appreciate your great customer service. - Shannon
I would like to thank you so much for your hard work, quick response and for being so polite and helpful. Many thanks to you and your team. I am really grateful to you.- Paul
Support experiment at PressPad
I appreciate your great customer service. - Shannon
I would like to thank you so much for your hard work, quick response and for being so polite and helpful. Many thanks to you and your team. I am really grateful to you.- Paul
Thank you for answering all my questions. Great customer service indeed. I am sold.- Goldine
Support experiment at PressPad
I appreciate your great customer service. - Shannon
I would like to thank you so much for your hard work, quick response and for being so polite and helpful. Many thanks to you and your team. I am really grateful to you.- Paul
You really have fantastic customer service! Thanks. - Kristian
Thank you for answering all my questions. Great customer service indeed. I am sold.- Goldine
Mobile Apps For Magazines
Mobile Apps For Magazines
www.PressPadApp.com
Support experiment at PressPad
Thanks for watching this presentation.
Tweet your questions at @PressPadApp