customer ops: devops
TRANSCRIPT
CustomerOpsDevOps <3 Customer Support
Alexis Lê-Quôc (@alq)DevOpsDays Paris 2013
Alexis Lê-QuôcCTO, @datadoghq
Customer SupportThis presentation is about
Customer Supportby Engineers
This presentation is about
How we got customersin the first place
A few words about
Monitoring as a Service
...as a SERVICE
we write softwarewe sell a service
paying customers
no marketingjust word-of-mouth
quality of productquality of support
“customers”is
“you”
DevOps engineerssupported by
DevOps engineers
CultureAutomationMeasurementSharing
DevOps is
http://www.opscode.com/blog/2010/07/16/what-devops-means-to-me/
CultureAutomationMeasurementSharing
DevOps is
engineering culture==
build && understand
treat you, our customerslike we treat ourselves
answer every single questiongive as much insight as possible
“Is the problem solved?”“Does the answer make
sense?”
I, customer support
I learnI learnI learn
becomes full-time job
we, customer support
every engineercustomer support1 week at a time
we learnwe learnwe learn
disruptive
split roles
interrupt-driven&
problem-solving
dev/ops/support...all engineers
CultureAutomationMeasurementSharing
DevOps is
You Web Product
IRC
Code
help@email
API Docs
in-product
chat
Public FAQ
status page
auto-emails
analytics
YouIRC
help@email
in-product
chat
answeringquestions
Web Product
Public FAQ
You Web Product
auto-emails
reaching out to individuals
You Web Product
status page
broadcasting
You
Code API Docs
sharing
You Web Product
analytics
observing
our toolbox
You Web Product
#freenode
github
desk
jekyll + s3
olark
desk
stashboard + gae
intercom.iocustomer.io twitter
kissmetrics
reactive + proactive
CultureAutomationMeasurementSharing
DevOps is
monthly metrics
New cases Quality
Reopened case ratio Quality
Time to 1st response Engagement
Time to resolution Engagement
1st contact resolution % Engagement
Volume per channel Productivity
Impact of support on sales Sales
CultureAutomationMeasurementSharing
DevOps is
what can we improve?
How can I talk to my customers?
Takeaway
Have something to say about monitoring?http://welovemonitoring.com
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