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