The document discusses ways that Wistia has tried to improve communication between their product, development, and support teams. It introduces the concepts of All Hands Support (AHS) days, where individuals spend a day in the support inbox, and Dev On Point (DOP) weeks, where engineers spend a focused week on high-priority support issues. DOP has helped improve Wistia's infrastructure and communication across teams by prioritizing the most important fixes and making customer focus a shared metric. The overall goal is to better bridge gaps between teams and put customers at the center.

1. Up next
Mercer Smith
Customer Champ, Wistia

3. Hello! I’m Mercer.

6. Bridging the Gap
Getting Product and Development riding the train to Support Town.

7. Everybody’s Heard It.

8. “Not right now.”

9. ?

13. Why go to this length?

14. Because we care.

15. Why is it so hard to
communicate with
other teams?

16. There are big, shiny new
things to work on.

17. We have tiny teams.

18. We have no process.
X

19. Enter AHS.

20. All Hands Support (v,n):
Also known as AHS.
A day of an individual Wistian’s time
that is spent entirely in the inbox.

22. This worked a little bit…

23. But not enough.

24. They didn’t have enough time.

25. They had too much time.

26. There was minimal visibility
into what the real issues
were.

27. It’s not what engineers can do
for you, but what you both can
do for your customers.

29. Enter DOP.

30. Dev On Point (n):
Also known as DOP.
A focused week of an engineer’s time
where they are devoted to high-pain
and high-difficulty issues in the inbox.

32. Triangle of Customer
Triumph

33. One WeekOne Day
Product,
Engineers
Marketing,
Design,
Executives
AHS vs. DOP

34. How does it work?

35. Champ
Issue
Other
Champs
DOP

36. DOP has changed our infrastructure
a ton.

37. If we can’t fix a bug or
prioritize it, we should all know

38. Push the most important fixes

39. Communicate better across teams

40. If customer focus isn’t a
metric on your company’s
rubric…

44. Customers should
be everybody’s
reason for getting
out of bed.

45. @mercenator/@wistia