Download - How To Slay the Customer Support Beast
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How To Slay the Customer Support Beast
Illustration: Nathan Scheck
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Ian Landsman
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Bootstrapped.fm
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discuss.Bootstrapped.fm
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Customer Support The original
growth hack
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metrics all the things
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Churn Avg revenue per user lifetime value
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support == sales
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Userscape 2005 to 2008
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No employees
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No marketing
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No advertising
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No email list
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No A/B testing
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No tracking at all!
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a little SEO
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Revenue
2005 2006 2007 2008
$488K
$264K
$123K$15K
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Revenue/ads
2005 2006 2007 2008
$14k$1k$4k$0k
$488k
$264k
$123k$15k
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our first 100 customers
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1,700 tickets
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$ from first 100
Initial license purchase 2006 Through Today
$297K
$90K
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$207,316
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Support
125
250
375
500
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First Response
0
30 min
1 hr
1.5 hr
2 hr
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Support Categories
Account Bugs Features Pre-Sales Technical How To
641
2,008
2,827
250201
983
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How?
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Support Tools
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Support Channels• Help Site
• In App
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marketing != support• twitter*
• Blogging
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Help Site
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Help Site Content• Detailed info on initial setup
• in depth on settings
• advice/best practices
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http://www.audiofile-engineering.com/support/helpdesk/
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help site tips• Don’t require registration
• Don’t expose internal metadata
• organize content for customers
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In app
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A - Always B - Be C - Compassionate
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apologize & Ignore frumpiness
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Replying: intro
Hi Tina,
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Replying: outroIf you have any other questions, just let me know and I’ll be happy to help. And have an awesome Monday! -Chase
http://supportops.co
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canned responsesRe
spon
d 500
0%
faste
r!
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Organize tickets• Categorize
• assign to individuals not groups
• Prioritize
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Schedule• First thing in the morning
• After lunch
• End of day
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scale support
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Hire early for support
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First Response
0
30 min
1 hr
1.5 hr
2 hr
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Support Categories
Account Bugs Features Pre-Sales Technical How To
641
2,008
2,827
250201
983
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eliminate low hanging fruit
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this is why ticket organization is
important
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everyone does support
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Feedback mechanisms
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Feedback• your team keeps you in the loop
• problems *AND* SUCCESSES
• use chat, support tools
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SURVEYS?• PERIODIC ARE EFFECTIVE
• SURVEY’S IN EACH SUPPORT EMAIL?
• follow up survey a few days later?
• We all hate these right?
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support == sales
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Support Channels• Help Site
• In App
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be organized & scale your support early
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Thanks!