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
- issuesÂ
- feature requests
- talk with clients when everything is bad (server down)
- analyse client reports (try)
Process
Communication issues
- prioritizationÂ
- 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 teamÂ
- 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
