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Posts
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Hi Everyone! I’ve been a member of the forum for a while and never properly introduced myself.
I’m Julia and I do Community Management and Customer Support at bitly.
I joined this group right before heading to the first Community Support Breakfast in NYC a few weeks ago, which was lovely. I also think this forum will be a great opportunity for me to meet others who work in online community support!
In my spare time I’m getting my MA part-time at the Teachers’s College at Columbia. I also volunteer for NY Creative Interns, which is a great organization for recent graduates in creative industries.
And finally, this BuzzFeed article sums up many of my favorite animated gifs: http://bit.ly/VGyS7H
I’m looking forward to getting to know you all here. Fee free to connect with me on twitter, @juliawilson89
Hi folks, Doug Turnure here, from Microsoft.
For the past 3 years, I’ve run our customer feedback and early adoption systems for Visual Studio, our primary developer tool.
As of this morning, I’ve moved back into our evangelism arm, where I get to work more directly with our customers.
Being in such a huge organization, it’s easy to get distant from real customer connection, and UserVoice (and UserConf) has been such a breath of fresh air. It has been great to stumble into a community of people who are so focused on happy customers, and I appreciate the chance to learn from you.
Hello, folks! I’m Slater, the head of the support department - well, I’m the entirety of the support department - and run our advertising section for Guild Launch LLC (we offer webhosting and voice server hosting for gamers), and am starting take on some of the editing duties on GameSkinny.com, a game news/content platform that we’re going to start blasting out on Wednesday.
I’ve just joined the group after a call with Evan to talk about our autoresponder and how we use Uservoice for feature requests and general support; I’m always looking to expand my horizons and deliver better service to our userbase, and from the people I’ve been seeing in this thread so far it looks like I’m in great company!
(Yes, I use smileys. A lot. Also parentheses.)
I’m pretty well-steeped in gamer culture. When I’m not at work, I’m mostly playing tabletop games - was a playtester for Alderac a few years ago, am currently on the demo team for Steve Jackson Games and write the occasional article for Tabletop Gamer (a budding game community) as well.
Aside from that, I mostly wander around in local parks and museums.
RI’ve been playing Epic Rap Battles pretty consistently lately:
Looking forward to seeing what we all come up with in this group!
Ah, I used the wrong embed for the video. This is the video I went with:
(It’s the Wright Brothers versus the Mario Brothers in an Epic Rap-Off).
Hey Slater! We’re big fans of Steve Jackson games here at SEOmoz so it’s great to see another fan. Awesome rap-off, too. If you’re ever in Seattle stop by for a Munchkin or two!
Glad to see more SJ fans!
Hey gang,
I’m Bryant Bone and head up a Coach Relations Team of 28 folks here at Hudl. Our company makes online video editing software for sports teams. We launched in 2009 with a strong focus in football and currently have roughly 12,000 of the 16,000 high schools and small colleges that play football using our product. Additionally, we have 10 NFL, 8 NHL, 2 NBA and 80ish Division 1 Football teams onboard.
I love working with our coaches because winning and losing is a huge part of our users’ lives. They’re the first ones to share successes with you, but also the first ones to hold you accountable when you screw up. Luckily we’ve done a pretty good job so far keeping our coaches happy - 97% of them give us an Awesome rating when it comes to our support.
When I’m not helping our team Dominate, you can find me telling someone why they need to listen to my favorite band, The Hold Steady or checking out all that the Lincoln and Omaha, Nebraska areas have to offer.
I’m pumped to join a community so focused on delivering incredible experiences to its customers. I attended UserConf in San Francisco this past year and am hopeful we can get a few Hudlies out to NYC in May.
I head up the customer service efforts for the Trello team at Fog Creek Software in NY. Trello has required surprisingly little support, allowing us to hold off adding a full time support person (me) for quite a while. It’s been fun jumping in and directly serving our customers!
When I’m not doing customer support, I’m working on content generation and marketing efforts. I occasionally do blog articles and screencasts for blog.fogcreek.com and recently dipped my toe into video production, which was a blast.
Outside of work, my wife and two-year-old daughter keep me pretty busy.
Welcome to the crew! I’m not that familiar with Trello, but our company uses Fogbugz for internal dev tracking and the like, so y’all definitely put out fantastic products.
Welcome to all the new folk.
Ben, I’d be interested to know about support efforts for other FogCreek products, and how support people in different areas work together.
@Mathew When I first started at Fog Creek, Trello was still being incubated, so “support” was only FogBugz and Kiln (and Copilot, can’t forget about Copilot!). I was on that team, helping make Kiln & FogBugz customers happy. Trello support has been handled by various individuals on the support team, until finally the Trello team decided to swipe me to work on Trello support full time.
A put together a series at the end of last year on how Fog Creek implements customer service. It’s mainly about servicing FogBugz and Kiln: http://blog.fogcreek.com/fog-creeks-email-workflow/
Teams: The dev tools (FogBugz & Kiln) support team has 5 members and the Trello support team so far is just me. Both teams are highly technical. We can all write code at some level (scripting++) and are comfortable digging deep into problems. This will likely always be the case with FB/Kiln support, but may not always be the case for Trello. Not sure.
Email: Both teams use FogBugz for email support, which is optimized for churning through a support queue. Lots of snippets, browser customizations, and FogBugz customizations speed up the process. Both teams currently take an approach of processing all emails within one business day, but that may not always be the case for Trello. We’re over-servicing Trello right now while we ramp up our support channels.
Phone: FogBugz & Kiln have phone support whereas Trello has no phone support. We schedule calls for FB & Kiln: http://blog.fogcreek.com/schedule-calls-protect-your-support-team/
QA/Documentation: The teams have very different approaches here. FB/Kiln use fogbugz.stackexchange.com and kiln.stackexchange.com (SE 1.0, if you’re curious) for support, and it’s not a great solution. We also use that to host documentation for the products, which doesn’t come off very well. At the end of the day, it’s a place to publicly service our customers. For Trello, we just started using Desk.com (help.trello.com) and are very happy thus far. We’re optimizing for “answer a user’s question before they email us,” so it’s meant to be used with the search box, not necessarily read as documentation. We used to point people to the public webapps.stackexchange.com for QA, but that was not a great solution. We have Desk’s QA feature turned off for now while we get our portal content ramped up. We also don’t use Desk’s case management. Maybe it’s because I’m just so comfortable with FogBugz, but it made sense not to change to much.
Right now, there’s not much overlap between the two teams. We share ideas and drink together, but our workflows don’t cross very much.
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