The boring support

Welcoming

• who am I
• what my team is doing
• is everything that bad?
• what are we going to discuss today

Support team

• AU + Ukr team
• devs
• call center
• concierge service for some big accounts

Support team

What we do

• teach clients how to work with NI
• issues 
• feature requests
• talk with clients when everything is bad (server down)
• analyse client reports (try)

Process

Communication issues

• prioritization 
• escalation amount (overload)
• no tickets review (tickets stuck for months)
• Top 3 cases approach sounds like a solution
• Need to run meetings-retrospectives with dev team

Dev team 

• support issues always in low priority
• fast delivering
• hotfixes
• producing code debt

AU team

• don't know how to use NI
• our system is complex and hard
• no auto reply faq and chat bots
• try to satisfy each particular request

A for automation

• auto on-boarding
• chameleon tours
• Q&A chat bots

On-boarding for newcomers

chameleon tours

chat bots

• less calls, more chats
• use KB for automation
• integrate chat bots into social networks

Wrap up

• all bad code you can see was written by us
• don't be afraid of Support board
• talk to people (here and AU)
• reduce the pressure
• listen to Roman