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Offensive support
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Transcript of Offensive support
Offensive Support
Sunday, April 7, 13
Hiya! I’m MasonI support WordPress
CEO WP ValetSupport Lead - WPMU DEV
150 plugins | 12 support reps@masonjames
masonjames.com | thewpvalet.com
Sunday, April 7, 13
Offensive Support
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The case for support:
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The case for support:Product v Support
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It's not rocket science
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Defensive Support
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Traditional equation:Cost of lots of people complaining in public > Cost of fewer people complaining in public + Cost of support efforts
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How do we get this done?
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How do we get this done?Answer Questions.
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FAQsHow-to articles
User ForumsDocument, Document,
Document
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Authentic Communication
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Use all available methods
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Give out your email
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More access means less junk
Give out your email
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More access means less junkPuts a face on your company
Give out your email
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Making a change?•Pricing•Strategy•Service
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Communicate ahead of time
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The Nuts and Bolts
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•Reach out personally to customers after the first time they use your product/service
Customer feedback surveys
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•Reach out personally to customers after the first time they use your product/service•Regularly afterwords
Customer feedback surveys
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•Reach out personally to customers after the first time they use your product/service•Regularly afterwords•Iterate based on user feedback
Customer feedback surveys
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•Use metrics on how customers are doing•Plan ahead for support needs•Support positive customer behavior•Iterate based on user feedback
Customer happiness
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Company culture
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Everyone is a support rep
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Eat your own dog food
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Really solve real problems
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Don't take yourself to seriously
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Online resourceswww.uservoice.com/blog/www.helpscout.net/blog/www.noeltook.com/blog/
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Thank you
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