engineering happiness
TRANSCRIPT
ENGINEERING HAPPINESSBridging the Gap Between Developers and Customers
Karen Arnold & Erica Varlese Happiness Engineers
Automattic
Karen Arnold Erica Varlese
Karen Arnold@karenalma
[email protected] Engineer,
Automattic
Erica Varlese@ericavarlese
[email protected] Engineer,
Automattic
Email, forums, live chat
Support rotations
Support weeks
ENGINEERING HAPPINESS
Engineering Happiness ~ @karenalma and @ericavarlese
Really care about the issue your users need support for.
Have complete control over your schedule.
Be empowered to actually help.
Engineering Happiness ~ @karenalma and @ericavarlese
6 SIMPLE WAYS TO GET A REPUTATION FOR
EXCELLENT SUPPORT
Engineering Happiness ~ @karenalma and @ericavarlese
Remember your knowledge is not everyone’s knowledge.
Be generous with basic information.
ONE
Engineering Happiness ~ @karenalma and @ericavarlese
Answer the actual question, not the literal question.
Solve the actual problem.
TWO
Engineering Happiness ~ @karenalma and @ericavarlese
Reply with an accurate answer and an accurate estimate of when you’ll get to it.
THREE
Engineering Happiness ~ @karenalma and @ericavarlese
Respond promptly, not just to squeaky wheels.
Avoid engaging in long back-and-forth.
FOUR
Engineering Happiness ~ @karenalma and @ericavarlese