Make your's and other people's life easier - Do Support! (Code Talks 2014)

This is my talk on how we run customer support at GitHub which I gave a couple times earlier this year. It's a refined version of the talk presented at Code Talks 2014 in Hamburg, Germany.

Transcript

1. ! How we run Support
 at GitHub
2. ! fooforge? Mike Adolphs
3. ➡ Operations guy ➡ Past gigs: ➡ nugg.ad ➡ XING ➡ GitHub
4. ! GitHub?
10. Alcatraz Market St. AT&T
 Ballpark
15. GitHub makes it easier to work
 together than to work alone!
16. ! Ermahgerd,…
 why Support?
20. 1876 1894 20th century
25. ! Support at GitHub
26. ! .com Enterprise
27. !
28. !
34. ! …not my department!
36. “Huge props to the GitHub Supportocats! Avatars had a gnarly caching issue that generated a fair number of support requests. ! I also got to work with a bunch of new Hubbers I haven't worked with before, so that's always fun.”
38. !
39. !
40. ! Core principles
41. NO FIGHTS
42. NO INSULTS
43. NO EXCUSES
44. NO SUPERPOWERS
45. NO ADVERTISING
46. tl;dr: Be a human! Be nice!
48. ! What’s in it…
 for me?
49. More stable software
50. Valuable insights
51. Other applications
52. Who? Them!
53. Learning by doing
55. Thanks! Want to follow-up? @fooforge || # mike@github.com Image credits: Otto Yamamoto * Trevor Coultart * butupa * Davide Simonelli * Daniel Imfeld * Adam Fagen * Alexandre Duret-Lutz * Matthew Knight
 James Forsyth * Michael Kuhn * J. Michel Carriere * Andrew Eason * 401 K * Chris Isherwood * Travis * Benjamin Golub * Mark Faviell
 Costa Ricas Callcenter * Arbeitgeberverband Gesamtmetall * United States Forces * Drew Bennett * Quinn Dombrowski * Anne- Sophie * Martin LaBar * US Navy * John C. Bullas Want to know more? http://workingdraft.de/187/