This document appears to be a presentation about eliminating friction from the customer experience. It discusses Atlassian's support work from 2008-2013, including that they received 92,000 support issues in 2012, addressed by 100 engineers. It also discusses efforts to reduce the number of support issues customers experience by improving products and knowledge sharing between experts.

1. AtlAMSsianSherali Karimov
skarimov@atlassian.com
Disclaimer: this presentation contains subliminal messages
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2. Eliminating Friction
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3. 2008 - 2013
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4. Tuesday, June 11, 13

5. Mr. IKEA
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6. Mr. IKEA
The New
Arrivals...
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7. Mr. IKEA
The New
Arrivals...
We Have A
Kitchen!
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8. Mr. IKEA
The New
Arrivals...
We Have A
Kitchen!
Valerie sits here
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9. Mr. IKEA
The New
Arrivals...
We Have A
Kitchen!
Valerie sits here
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10. Mr. IKEA
The New
Arrivals...
We Have A
Kitchen!
Valerie sits here
Team 2013
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11. I
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12. Land Of
Customer
Service
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13. • 92 thousand issues
• 100 engineers in support
Behind The
Scenes
(2012)
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14. The
Scary
Bit
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15. I
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16. Reducing
The Funnel
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17. Reducing
The Funnel
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18. Reducing
The Funnel
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19. Reducing
The Funnel
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20. Land Of
Experts
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21. • 3 thousand issues by you
• 11 thousand issues by your
customers
• Up to 260 issues per expert
Behind The
Scenes
(2012)
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22. • 3 thousand issues by you
• 11 thousand issues by your
customers
• Up to 260 issues per expert
Tip Of The
Iceberg
(2012)
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23. The
Scary
Bit
What
scares
you?
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24. I
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25. Working Together
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26. Tuesday, June 11, 13

27. I
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28. Heel Hartelijk
Bedankt!
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