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

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

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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

Sunday, April 7, 13

More access means less junkPuts a face on your company

Give out your email

Sunday, April 7, 13

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

Sunday, April 7, 13

•Reach out personally to customers after the first time they use your product/service•Regularly afterwords•Iterate based on user feedback

Customer feedback surveys

Sunday, April 7, 13

•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

Sunday, April 7, 13