Most of the time, support is viewed as a "defensive" strategy. In this presentation we'll go over ways to take support on the offensive.

1. Offensive Support
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2. Hiya! I’m Mason
I support WordPress
CEO WP Valet
Support Lead - WPMU DEV
150 plugins | 12 support reps
@masonjames
masonjames.com | thewpvalet.com
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3. Offensive Support
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4. The case for support:
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5. The case for support:
Product v Support
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6. Sunday, April 7, 13

7. It's not rocket science
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8. Defensive Support
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9. 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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10. How do we get this done?
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11. How do we get this done?
Answer Questions.
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12. FAQs
How-to articles
User Forums
Document, Document,
Document
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13. Authentic Communication
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14. Use all available methods
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15. Give out your email
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16. Give out your email
More access means less junk
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17. Give out your email
More access means less junk
Puts a face on your company
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18. Making a change?
•Pricing
•Strategy
•Service
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19. Communicate ahead of time
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20. The Nuts and Bolts
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21. Customer feedback surveys
•Reach out personally to customers after the first
time they use your product/service
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22. Customer feedback surveys
•Reach out personally to customers after the first
time they use your product/service
•Regularly afterwords
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23. Customer feedback surveys
•Reach out personally to customers after the first
time they use your product/service
•Regularly afterwords
•Iterate based on user feedback
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24. Customer happiness
•Use metrics on how customers are doing
•Plan ahead for support needs
•Support positive customer behavior
•Iterate based on user feedback
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25. Company culture
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26. Everyone is a support rep
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27. Eat your own dog food
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28. Really solve real problems
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29. Don't take yourself to seriously
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30. Online resources
www.uservoice.com/blog/
www.helpscout.net/blog/
www.noeltook.com/blog/
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31. Thank you
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