supporting 15k customers without losing too much hair
TRANSCRIPT
Supporting 15k CustomersWithout Losing Too Much Hair
JONNY CARTER | SOF TWARE ENGINEER | ADAPTAVIST | @JONNYTRON
Product Support Helping your customers
Internal Help Desk Helping your company
Who does this apply to?
Support adds value Whether it’s support for a
product or an internal help desk, support adds value
Source: www.imtrading.nl/en/metal/precious-metals/
Support is super hard to get right.
INTRODUCTION
Neglect Inconsistent, subpar support
Burnout Great support, unhappy team
Two Pitfalls
Agenda
Service Desk Done Right
First Tier Support
Hard Questions
Community Knowledge Base
PART 2
PART 1
Service Desk Done Right
First Tier Support
Hard Questions
Community Knowledge Base
PART 2
PART 1
Connect Support to
Delivery
Single Source of Truth
Support feeds delivery Support agents report issues to delivery teams.
Service Desk Done Right
Connect Support to
Delivery
Single Source of Truth
Support feeds delivery Support agents report issues to delivery teams.
Use the links Jira issue links connect customer issues to the delivery teams’ backlog.
Service Desk Done Right
Connect Support to
Delivery
Support feeds delivery Support agents report issues to delivery teams.
Use the links Jira issue links connect customer issues to the delivery teams’ backlog.
Single Source of Truth Keep detail backstage
Get all the details in the support case, extract the relevant parts for the backlog.
Service Desk Done Right
All roads lead to service desk All support issues live in Jira Service Desk.
Connect Support to
Delivery
Single Source of Truth
Service Desk Done Right
All roads lead to service desk All support issues live in JIRA Service Desk.
Tell your story Record support interactions and reveal your value.
Connect Support to
Delivery
Single Source of Truth
Service Desk Done Right
So you set up your Service Desk… Now what?
Service Desk Done Right
First Tier Support
Hard Questions
Community Knowledge Base
PART 2
PART 1
Service Desk Done Right
First Tier Support
Hard Questions
Community Knowledge Base
PART 2
PART 1
Do It In Public Make it visible and accessible
Three Pillars of a Knowledge Base
Know Thy Customer Find subject matter experts
FAQ It Concrete how-to guides
Don’t cross the streams
Source: http://www.flickr.com/photos/28277470@N05/35758175980
Example time…
Source: http://www.flickr.com/photos/70857039@N00/2972404853
We welcome and encourage you to share your ideas through our community forums. While our developers may not reply to your ideas, they watch the forums for constructive feedback, player reactions, and popular topics.
THE GAME COMPANY WHICH SHALL NOT BE NAMED
Source: http://www.flickr.com/photos/16846345@N07/34757208291
Normal Person + Anonymity
+ Audience = Total Jerk
You need the feedback.
WHY CAN’T I CROSS THE STREAMS?
Your public knowledge base and
Q&A forum.
Your private consultation
with the customer.
JIRA SERVICE DESK KNOWLEDGE BASE
Service Desk Done Right
First Tier Support
Hard Questions
Community Knowledge Base
PART 2
PART 1
Service Desk Done Right
First Tier Support
Hard Questions
Community Knowledge Base
PART 2
PART 1
First Tier Support
Delivery
Customers
Working test environment You can’t support what you can’t see.
First Tier Support
Delivery
Customers
Working test environment You can’t support what you can’t see.
Mentor The best teacher is not always the most senior person.
First Tier Support
Delivery
Customers
Working test environment You can’t support what you can’t see.
Mentor The best teacher is not always the most senior person.
Tips & snips, not scripts Get consistency without the headache.
Canned response Insert yours here!
First Tier Support
Delivery
Customers
Hear them out Take their ideas and feedback seriously.
First Tier Support
Delivery
Customers
Hear them out Take their ideas and feedback seriously.
Make them beta testers Let your agents try out new features and major changes before your customers do.
First Tier Support
Delivery
Customers
Hear them out Take their ideas and feedback seriously.
Make them beta testers Let your agents try out new features and major changes before your customers do.
Keep good boundaries Support agents are not developers or designers. Don’t try to give them everything they want.
Even when you are big enough to shield your developers from operational pain, DON’T.BARUCH SADOGURSKY - DEVELOPER ADVOCATE, JFROG
Source: www.flickr.com/photos/23397895@N08/17085849346
WRONGSupport is hard, remember?
Source: www.flickr.com/photos/23397895@N08/17085849346
Service Desk Done Right
First Tier Support
Hard Questions
Community Knowledge Base
PART 2
PART 1
Service Desk Done Right
First Tier Support
Hard Questions
Community Knowledge Base
PART 2
PART 1
Who are your VIPs?
How far will we go?
How far must we go?
HARD QUESTIONS
A VIP is anyone you would break your SLA for.
WHO ARE YOUR VIPS?
Are you on the list?
Source: www.telegraph.co.uk/men/thinking-man/11528357/A-club-owners-guide-to-dealing-with-bouncers.html
WARNING
DON’T FEED THE CYNICS
How far will we go?
How far must we go?
HARD QUESTIONS
Who are your VIPs?
How far will we go?
How far must we go?
How far
How far
HARD QUESTIONS
Who are your VIPs?
Don’t #@!% the customer means saying no sometimes.
HOW FAR…?
Don’t #@!% the customer means saying no sometimes.
HOW FAR…?
Don’t #@!% the customer means saying no at the right time.
HOW FAR…?
Who are your VIPs?
How far will we go?
How far must we go?
HARD QUESTIONS
Takeaways
Know who your VIPs are and why Know your limits
Separate your service desk and community KB
Treat your service desk agents like junior delivery
Thank you!
JONNY CARTER | SOF TWARE ENGINEER | ADAPTAVIST | @JONNYTRON
Questions?
JONNY CARTER | SOF TWARE ENGINEER | ADAPTAVIST | @JONNYTRON