I T E M 2
I T E M 1
I T E M 3
I T E M 4
Agenda
AGENDA
- 2015 in numbers
- Company Strategy
- Product Strategy
- Partner Strategy
- Marketing & Events
- What is Good Support?
- What is a brand?
- RefinedWiki’s support setup
- Atlassian tools for good support
- Refining your Support Portal
- Making you support stand out from the crowd
- Q&A
GOOD SUPPORT - AGENT PERSPECTIVE- Follow Company SLA’s - Follow up with customers - Acknowledge that a ticket is resolved - Know the support processes - Re-Use information - Know your audience - Always be friendly - Be understanding
GOOD SUPPORT - END USER PERSPECTIVE- Want personal answers - Don’t want promises that can’t be kept - Don’t make me work - Don’t leave me hanging - Never talk down to me
'From now on, I’ll use “brand name” to refer to the name signifying the source of a product or service, and
“brand” to refer to the perception customers have about that product or service.’
Jerry McLaughlin, Forbes.com
WHAT IS IN A BRAND?
- Branding is everything - Overall company consistency - Unified UI - Easy to use
REFINEDWIKI’S SUPPORT TEAM SETUP- One first line dedicated support person - Rotating support team - sharing is caring
- Our developers get customer insight - Deeper product understanding - Morning-brain-trust-meetings
ATLASSIAN TOOLS FOR GOOD SUPPORT- JIRA Service Desk - JIRA - Confluence
MAKING YOUR SUPPORT STAND OUT FROM THE CROWD
- 2015 in numbers
- Company Strategy
- Product Strategy
- Partner Strategy
- Marketing & Events
- Involve developers
- Aim for a self-service experience
- Branding creates a better perception
- Continuously review your support process
- 2015 in numbers
- Company Strategy
- Product Strategy
- Partner Strategy
- Marketing & Events
Thanks
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