CustomerOpsDevOps <3 Customer Support
Alexis Lê-Quôc (@alq)DevOpsDays Paris 2013
Alexis Lê-QuôcCTO, @datadoghq
Customer SupportThis presentation is about
Customer Supportby Engineers
This presentation is about
How we got customersin the first place
A few words about
we write softwarewe sell a service
no marketingjust word-of-mouth
quality of productquality of support
DevOps engineerssupported by
DevOps engineers
CultureAutomationMeasurementSharing
DevOps is
http://www.opscode.com/blog/2010/07/16/what-devops-means-to-me/
CultureAutomationMeasurementSharing
DevOps is
treat you, our customerslike we treat ourselves
answer every single questiongive as much insight as possible
“Is the problem solved?”“Does the answer make
sense?”
every engineercustomer support1 week at a time
dev/ops/support...all engineers
CultureAutomationMeasurementSharing
DevOps is
You Web Product
auto-emails
reaching out to individuals
You Web Product
#freenode
github
desk
jekyll + s3
olark
desk
stashboard + gae
intercom.iocustomer.io twitter
kissmetrics
CultureAutomationMeasurementSharing
DevOps is
New cases Quality
Reopened case ratio Quality
Time to 1st response Engagement
Time to resolution Engagement
1st contact resolution % Engagement
Volume per channel Productivity
Impact of support on sales Sales
CultureAutomationMeasurementSharing
DevOps is
How can I talk to my customers?
Takeaway
We are hiringhttp://datadog.com
Post Scriptum
Have something to say about monitoring?http://welovemonitoring.com
Post Post Scriptum