customer support at redbubble - part 2
Post on 21-Oct-2014
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DESCRIPTION
Presented by Dominic Taranto at meetup of Agile Product Owners and Business Analysts Group at Redbubble HQ on April 30th 2014.TRANSCRIPT
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Validated Learning and Outcomes using Lean
Startup and Agile
CS Perspective
Dominic Taranto - CS agent and ABG rep.
● One of the cohort of CS agents spread across three offices.
● Employed not just for my abilities for Rote tasks but as an artist and designer.
● Participant in multiple groups/guilds/project teams beyond my contracted duties.
Person in Window at Federation Squareby Andrew Makowiecki
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Who are our customers?Artists & Buyers
● Artists are our first customer - ‘We stand for Artists!’ is our mantra but they themselves have customers - we must also offer support to their buyers.
ABG & BBG● When it comes to our Rote tasks and
experimentation we are split between A & B. ● Day to day support is either artist or buyer focused. ● To ensure we offer the correct support, CS has a
presence in both the Artist Business Group & Buyer Business Group.
Rote tasks & Project Time● Rote (day to day) Answering emails, on live chat
which is primarily reactive or immediate support● Project Time (20% of week) A chance for CS to
experiment, innovate, problem solve, housekeeping, contribute to other dpt. and offer proactive support.
Black and White Wheelby wolfcat
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Project Focal AreasOutreach/Sharing:
● Share data with other teams to validate their assumptions.● Can we assist or give feedback from CS perspective?● To help improve processes which down the track minimise
support contact or improve customer experience on site.● Research into new tools/approaches or features of support
Housekeeping:● Regular self-evaluation on processes● What have we learnt in the past quarter? What can be
streamlined/improved/cut?● Long term planning for future changes in company
services or direction.
Humanising:● Are we in line with RB culture and personality?● How can we work towards artist loyalty?● Experiment with new ways in which artists can interact and
build authentic relationships amongst themselves, CS and RB Sunday night in the city
by KerrirMcSnap
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Tools of the Trade!How it works:
● TrelloWork station - tracking progress of each project - internally (CS)https://trello.com/b/NU7fVtyt/cs-artist-projects
● LogiformsData collection - WAREN - What Are Redbubblers Enquiring Nowhttps://forms.logiforms.com/published/?workflowid=c23ce634-2cd5-4a30-98cb-639cc470769c&usr_id=26865
● ConfluencePublished results to report back to all of RBhttps://redbubble.atlassian.net/wiki/display/CS/Artist+Support
● SkypeInstant day to day messaging or face time
● RJMetrics● GA - Google Analytics
Large scale tracking of user behaviour
Triangulationby Hartkamp
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WAREN logiform
Confluence
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Project ExamplesOutreach…WAREN data as an open resource
- Review all artist contact for the past 6 months
- Look for trends or changes as new features have been released eg. New uploader
Housekeeping…Passive value of WAREN data
- Missing trends that could be added to preemptive support FAQ network
- Updating current FAQ network to offer comprehensive self help which minimises the need for artist contact
Humanising...CS Redbubble profiles
- Artists are more likely to trust and seek help from agents who they perceive are not just tech support but creative peers.
- A visible presence on the site for each agent
- Training opportunity for agents
- Immersion within the RB online community After Daveby JX
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Thank you!
bring the sake and don't forget I love youby Luckyvegetable