DrupalCamp Vienna 2013
connecting open minds

Phone is ringing, oh my god! Give your clients support they need through better UX and tools

Marek
Sotak
Track: 
Business
Experience level: 
Beginner
Tags: 
support, user experience
Schedule: Friday, 16:30 in room Zensations

You hand over a site that you have just built to your client and then… the phone is ringing…

You: Hello, how can I help you?
Customer: I can't login to my site.
You: Are you sure you used the right password?
Customer: Yes, I'm sure. I saw my colleague do it.
You: Can you tell me what the password was?
Customer: Five stars.

30 out of 30 questioned subjects (any size companies to individuals) don't have any proven solution nor process how to handle support. They have tried screencasting, making thorough manuals with screenshots and many more. Most of them didn't even consider offering a documentation, instead they just gave up and provided a phone number for the cost of being stuck on the phone, while they could be doing something more meaningful.

We will look at how small UX changes can change the users perception, what tools there are that can help us and our clients. Making our clients happy and us too.

Marek, the founder of Inline Manual and long time Drupal developer have faced the same problems while building Drupal sites and one day he decided to fix this problem. During the time while he was looking for a solution, he interviewed many companies and individuals, gathered quite a lot of valuable feedback and insights into processes of others.