startups - support experiment at presspad - mobile publishing platform
TRANSCRIPT
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Support experiment at PressPad
A Mobile Publishing & Marketing Platform for Magazine Publishers & Comic Authors
Dec 5rd, 2014
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Great Support is the science and art...
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Great Support is a real asset of the SaaS startup!
Your personal assistant
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Great Support allows reaching to the top together
Your personal assistant
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We Do Apps For Magazines
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The right magazine for every moment
400+
...
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1 000 000+ installs. 50 000 new installs/month
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1 000 000+ installs. 50 000 new installs/month
Our Publishers come from all continents except the Antarctica.
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1 000 000+ installs. 50 000 new installs/month
Our Publishers come from all continents except the Antarctica.
...and so their readers do.
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Support experiment at PressPad
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Support experiment at PressPad
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Support experiment at PressPad
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Support experiment at PressPad
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Question
- “How to, effectively support users on the planetary scale?”
Support experiment at PressPad
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Support experiment at PressPad
Answer
- ”Separate publishers support from their readers support”
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Support experiment at PressPad
Add a secret ingredient
- ”Involve lead developers...”
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Support experiment at PressPad
“At PressPad, lead developers are involved into the support process”
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Support experiment at PressPad
“This is probably the only time frame when they can be at the epicenter”
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Support experiment at PressPad
“This is probably the only time frame when they can be at the epicenter”
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Why we need this?
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Why we need this?
● Being at the epicenter means building value by learning/reacting fast.
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Why we need this?
● Being at the epicenter means building value by learning/reacting fast.
● We build PressPad apps every day and push updates biweekly or more often.
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Why we need this?
● Being at the epicenter means building value by learning/reacting fast.
● We build PressPad apps every day and push updates biweekly or more often.
● Fast iterative environment means continuous improvement.
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How to handle this?
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By creating a virtual team of real heroes
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Anna JARON
Lead Customer Happiness Hero
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Peter GOLINSKI
Anna JARON
Lead Android Developer
Lead Customer Happiness Hero
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Peter GOLINSKI
Anna JARON
Simon FORTUNA
Lead Android Developer
Lead Customer Happiness Hero
Lead iOS Developer
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Peter GOLINSKI
Anna JARON
Simon FORTUNA
Lead Android Developer
Lead Customer Happiness Hero
Lead iOS Developer
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There are tools that can be of help
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There are tools that can be of help
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There are tools that can be of help
● Slack● Hackpad● Trello
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Tweet This List of Tools To Your #Startups Community
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Summary
Support experiment at PressPad
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Summary
Developers put themselves in user's shoes. This effects with:
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Summary
Developers put themselves in user's shoes. This effects with:
● better code and better product
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Summary
Developers put themselves in user's shoes. This effects with:
● better code and better product● less support tickets
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Summary
Developers put themselves in user's shoes. This effects with:
● better code and better product● less support tickets● better product-market fit
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Summary
Developers put themselves in user's shoes. This effects with:
● better code and better product● less support tickets● better product-market fit● meaningful iterations
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Summary
Developers put themselves in user's shoes. This effects with:
● better code and better product● less support tickets● better product-market fit● meaningful iterations● build trust to the brand
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Support experiment at PressPad
I appreciate your great customer service. - Shannon
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Support experiment at PressPad
I appreciate your great customer service. - Shannon
I would like to thank you so much for your hard work, quick response and for being so polite and helpful. Many thanks to you and your team. I am really grateful to you.- Paul
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Support experiment at PressPad
I appreciate your great customer service. - Shannon
I would like to thank you so much for your hard work, quick response and for being so polite and helpful. Many thanks to you and your team. I am really grateful to you.- Paul
Thank you for answering all my questions. Great customer service indeed. I am sold.- Goldine
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Support experiment at PressPad
I appreciate your great customer service. - Shannon
I would like to thank you so much for your hard work, quick response and for being so polite and helpful. Many thanks to you and your team. I am really grateful to you.- Paul
You really have fantastic customer service! Thanks. - Kristian
Thank you for answering all my questions. Great customer service indeed. I am sold.- Goldine
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Mobile Apps For Magazines
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Mobile Apps For Magazines
www.PressPadApp.com
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Support experiment at PressPad
Thanks for watching this presentation.
Tweet your questions at @PressPadApp