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AUG 8, 2014 - NaN MIN

Delivering Customer Support to Developers

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Intro

Heroku has seen massive growth over the years. This growth has come with periods of crippling ticket volume from demanding customers. Hear how the support team survived these dark periods while ultimately transforming the support org into a lean team providing 24/7 support with manageable ticket volume growth.

READING MODE
Outline
  • Introduction
  • Delivering Support to Devs
    • Retention
    • Proactive Support
    • Support as Expert Users
    • Ephemeralizing Support
    • Support Masking Problems
    • Listening to Customers
    • Think Different
    • Recap
  • Off-the-Record
Transcript