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About Support and DevRel (Making Support a Blast)

Scott
July 29, 2017

About Support and DevRel (Making Support a Blast)

DevRelConTokyo Slides
Here is a link with speaker notes.
https://www.astrocolossal.com/blog/devrel-tokyo-talk

Scott

July 29, 2017
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  1. » ~1999: moved from service to IT » 10+ years

    Support Manager » Devops & Site Performance » SF Customer Success Meetup » VP, Customer Success at Pantheon » Founder, Astrocolossal » ❤ Containers, Drupal, CI » ❤❤ খ͍͞ਆࣾ » ❤❤❤ Customer Success & Support
  2. Symptoms: Poor support strategy ! No one talks to them

    ! Copypasta 24*7 ! Can they fire a customer? ! Escalations >5% ! Low Salary
  3. Signs of healthy support ! They get hugs, love, offers

    ! They are influencers ! They have personalities ! They say they do support in public ! 9-10 NPS (Advocates)
  4. Step 2. Onboard them ! "You are required to attend

    user training" ! "I need to jump on a call to set you up in our system, and I want to know your objectives."
  5. Oh Hey, Product » Get a feature request pipeline of

    your own » Your most active users are your support team. » Make support burden a metric you care about (Support Requests/Active Users)