SUPPORT SOLVER
GENERAL ASSEMBLY - PRODUCT MANAGEMENT JASON MORRIS - Final Presentation
PERSONA 1 - BILL & JILL THE CO-BUYING COUPLE
Bio & Demographics
45-65 years old
Typically homeowners
Typically in later/mature stages of career, or retired
Stories & Scenarios
Calls in on speakerphone
Takes more of a “we” versus “me” approach to life
Friendly, collaborative approach to buying &
troubleshooting purchases
One spouse will typically take the lead, with the
other chiming in, in the background
User Interviews…
…reveal a set of specific needs to build metrics around
- Access
- Acknowledgement
- Action
- Resolution
Now, Please
Day NightMorning
GOAL:
Instant
&
Asynchronous
How Big is the Market?
REVENUE PROFITSMARKET
SHARE
MARKET 1.7 BILLION* 85 MILLION* N/A
THIS COMPANY
ESTIMATED: UNDER 5 MILLION
ESTIMATED: $600,000 TO
$700,0000.3%
0.3%99.7%
* Source: IBIS WORLD and DebBarrett.com
What is everybody in the space doing?
“THE CUSTOMER SUPPORT FUNNEL”
- FAQs
- Wordy Policies
- Guides
- Etc…
Sample from a
Competitor
Just Throw More People at the Problem
Concurrent Support Capacity
Daily Capacity
Human Being 1 40 - 50
Support SolverNearly
Unlimited ScalabilityNearly
Unlimited Scalability
Customer Service
• Routine
• Scriptable
• Tunable
Image Source: wikipedia.com
New World
Each customer support rep has some memory of some
customers and their issues.
A business can know it’s health from
evaluating support interactions between
the business and it’s entire network of
customers and business partners.
Old World
And now the solution…
- An Initiative - Not A Tool
GOALS
Tool - takes on lower-level support - fast, consistent, and tunable
Company - Complete change in process, Mindset and Culture
SUPPORT SOLVER
Tool Developed1.
Tool Takes on Support Burden
2.
Company focuses on relentless Customer Research & Improvement
3.
High-Level SupportLow-Level Support
Helps One Helps Many
A shift of people resources from…
Support Development
to
Newly Placed Orders See Information View Order Status View Order Details
Changes Change something on my order Add something to my order Remove something from my order Cancel my order
Financial Tasks Apply a Coupon Code Check Refund Status
Account Management View/Change My Info Manage email addresses
Older Orders See Information What’s my warranty coverage? Installation Instructions View Order History
Solve an Issue Something Broken or Damaged Parts Missing/Needed Order came wrong
MAIN MENU
Timeline - Customer Support
Customer Support + 20%
20% Split to Tool Development
Tool Goes Live
Customer Support transitions to higher level support functions
(Temporarily)
Timeline - Developers
Add Developer & Data Analyst
Split to Tool Development
Tool Goes Live
Continue working with Analytics and Customer Support to tune & refine
Other Teams
FINANCE - HOW MUCH CAN WE BORROW?
- FINANCIAL PROJECTIONS
OPERATIONS - LONG-TERM DISCUSSIONS
WITH MANUFACTURERS
ASSUMPTIONS
- That there’s a better way of doing things
- That software can be humanized and tuned so that people find it friendly
- That revenues will increase as a result of the support working better
RISKS
‣ Customers may not be patient
‣ Might not be cheaper
‣ May expose other flaws in our systems & strategy
‣ Competitors with more resources could beat us to
implementing something like this
THE GREATEST RISK OF ALL
WHERE DO WE GO FROM HERE?
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