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Offensive Support

Sunday, April 7, 13
Hiya! I’m Mason
                      I support WordPress
                                CEO WP Valet
                          Support Lead - WPMU DEV
                         150 plugins | 12 support reps
                                @masonjames
                      masonjames.com | thewpvalet.com




Sunday, April 7, 13
Offensive Support

Sunday, April 7, 13
The case for support:



Sunday, April 7, 13
The case for support:
              Product v Support


Sunday, April 7, 13
Sunday, April 7, 13
It's not rocket science




Sunday, April 7, 13
Defensive Support




Sunday, April 7, 13
Traditional equation:
          Cost of lots of people complaining in public > Cost
          of fewer people complaining in public + Cost of
          support efforts




Sunday, April 7, 13
How do we get this done?



Sunday, April 7, 13
How do we get this done?
                      Answer Questions.



Sunday, April 7, 13
FAQs
                         How-to articles
                          User Forums
                      Document, Document,
                           Document


Sunday, April 7, 13
Authentic Communication




Sunday, April 7, 13
Use all available methods




Sunday, April 7, 13
Give out your email



Sunday, April 7, 13
Give out your email
                        More access means less junk




Sunday, April 7, 13
Give out your email
                        More access means less junk
                        Puts a face on your company




Sunday, April 7, 13
Making a change?
                        •Pricing
                        •Strategy
                        •Service



Sunday, April 7, 13
Communicate ahead of time



Sunday, April 7, 13
The Nuts and Bolts

Sunday, April 7, 13
Customer feedback surveys
                        •Reach out personally to customers after the first
                        time they use your product/service




Sunday, April 7, 13
Customer feedback surveys
                        •Reach out personally to customers after the first
                        time they use your product/service
                        •Regularly afterwords




Sunday, April 7, 13
Customer feedback surveys
                        •Reach out personally to customers after the first
                        time they use your product/service
                        •Regularly afterwords
                        •Iterate based on user feedback




Sunday, April 7, 13
Customer happiness
                      •Use metrics on how customers are doing
                      •Plan ahead for support needs
                      •Support positive customer behavior
                      •Iterate based on user feedback




Sunday, April 7, 13
Company culture




Sunday, April 7, 13
Everyone is a support rep




Sunday, April 7, 13
Eat your own dog food




Sunday, April 7, 13
Really solve real problems




Sunday, April 7, 13
Don't take yourself to seriously




Sunday, April 7, 13
Online resources
                       www.uservoice.com/blog/
                       www.helpscout.net/blog/
                       www.noeltook.com/blog/




Sunday, April 7, 13
Thank you

Sunday, April 7, 13

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Offensive support