I T E M 2

I T E M 1

I T E M 3

I T E M 4

Agenda

AGENDA

- 2015 in numbers

- Company Strategy

- Product Strategy

- Partner Strategy

- Marketing & Events

- What is Good Support?

- What is a brand?

- RefinedWiki’s support setup

- Atlassian tools for good support

- Refining your Support Portal

- Making you support stand out from the crowd

- Q&A

GOOD SUPPORT - AGENT PERSPECTIVE- Follow Company SLA’s - Follow up with customers - Acknowledge that a ticket is resolved - Know the support processes - Re-Use information - Know your audience - Always be friendly - Be understanding

GOOD SUPPORT - END USER PERSPECTIVE- Want personal answers - Don’t want promises that can’t be kept - Don’t make me work - Don’t leave me hanging - Never talk down to me

'From now on, I’ll use “brand name” to refer to the name signifying the source of a product or service, and

“brand” to refer to the perception customers have about that product or service.’

Jerry McLaughlin, Forbes.com

WHAT IS IN A BRAND?

- Branding is everything - Overall company consistency - Unified UI - Easy to use

REFINEDWIKI’S SUPPORT TEAM SETUP- One first line dedicated support person - Rotating support team - sharing is caring

- Our developers get customer insight - Deeper product understanding - Morning-brain-trust-meetings

ATLASSIAN TOOLS FOR GOOD SUPPORT- JIRA Service Desk - JIRA - Confluence

MAKING YOUR SUPPORT STAND OUT FROM THE CROWD

- 2015 in numbers

- Company Strategy

- Product Strategy

- Partner Strategy

- Marketing & Events

- Involve developers

- Aim for a self-service experience

- Branding creates a better perception

- Continuously review your support process

For JIRA Service Desk

Signup for beta at support.refinedwiki.com

- 2015 in numbers

- Company Strategy

- Product Strategy

- Partner Strategy

- Marketing & Events

Thanks