All of a sudden ...

no luck!?Things we have learned while supporting Perch.

Industry Conference, April 2013

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WOW!No More Clients.

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HALP!! All those customers.

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In business you get what you want by giving other people what they want.

Alice MacDougall

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http://xkcd.com/627/

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Most of your competition spend their days looking forward to those rare moments when everything goes right. Imagine how much leverage you have if you spend your time maximizing those common moments when it doesn’t.

Seth Godin

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Value of amazing customer support.

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People talk about the help they get

(or don’t get)

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One customer well taken care of could be more valuable than $10,000 worth of advertising.

Jim Rohn

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A commercial product in a

world of free.

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Support is something people pay for.

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Customer service is the new marketing.

Derek Sivers

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Email is hard to scale.

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Even if you are a support team of 1.

Create a system that can scale.

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“Canned” responses

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Collecting data on support helps you

plan for

growth.

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http://helpspot.com

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http://zendesk.com

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Assess solutions based on the type of

support you need and want to offer.

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https://twitter.com/TMobileUKhelp

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https://twitter.com/grabaperch/status/322331407991062528

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Twitter is not good for in-depth support. But it doesn’t hurt to

be helpful.

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If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.

Jeff Bezos

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Customers are human and humans can view situations in unexpected ways.

Marilyn Suttle

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Statistics suggest that when customers complain, business owners and managers ought to get excitedabout it. The complaining customer represents a huge opportunity for more business.

Zig Ziglar

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Is the customer ALWAYS right?

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I get support tickets that are nothing short of extortion

Andrey Butov - http://bootstrapped.fm

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The trouble with feature requests.

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The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.

John Russell, President, former V.P., Harley Davidson

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Protect the core use case of your product.

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http://docs.grabaperch.com/docs/developers/creating-regions/

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You can’t please

everyone.

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Add features that benefit the majority, not a noisy minority.

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Customer support can be your best market research.

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Know what your customers want most and what your company does best. Focus on where those two meet.

Kevin Stirtz

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Building your website - one ticket at a time

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customers who have contacted support

26%Thursday, 2 May 13

have raised more than one ticket

10%Thursday, 2 May 13

of requests are from the same 50 people

25%Thursday, 2 May 13

of requests are from the same 20 people

15%Thursday, 2 May 13

of requests are from the same 10 people

10%Thursday, 2 May 13

of requests are from 1 customer

2%Thursday, 2 May 13

0

10

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50

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Credit: Flickr user uair01 Thursday, 2 May 13

Drew and the “mental model”.

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When we enlarge our view of the world, we deepen our understanding of our own lives.

Yo-Yo Ma

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With a digital product you are

an export business

from day 1.

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Design support out of your product.

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Provide a variety of help material, different levels &

formats.

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Predicting busy support days.

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Jun Aug Oct Dec Feb Apr Jun Aug Oct Dec Feb

Requests

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Jun Aug Oct Dec Feb Apr Jun Aug Oct Dec Feb

Requests Licenses

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The “end client” problem.

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Clients can lose contact with their

designer for all kinds of reasons.

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Who owns the license for third party software?

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Who supports the end client with a third party CMS?

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Not all support is really your problem.

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Terrible webhosting

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We give customers copy and paste

information to give to their host’s support.

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Cheap hosting is

very expensive.

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A small amount of extra money on

hosting saves a vast amount of time.

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I am adding paragraphs in the editor but Perch isn’t displaying them on my website!

Many, many Perch customers

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Understanding the full stack saves you

time and frustration.

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You don’t need to become an expert.

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If you have been able to learn CSS you are capable of learning some PHP or Ruby.

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HELP!It’s not working.

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Whatis not working?

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If we can reproduce an issue, it is well on

the way to being solved.

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Tell us what you expected to happen.

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no luck

no joy

no loveThursday, 2 May 13

If a suggestion doesn’t work don’t

forget to say what it did do.

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The perfect support request?

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Give versions of the software in use.

Include Diagnostic info where available.

Give step by step instructions to reproduce.

Include any code required.

Explain what you expected to happen.

Explain what actually happened.

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Good support gets you back to your

project as quickly as possible

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@rachelandrewhttp://rachelandrew.co.uk/presentations/support

Thank you!

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