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How to Make Customer Support
Your Product's Greatest Feature
EIRIK BJØRSNØS | CHIEF SCIENTIST | KANTEGA | @EIRBJO
Ssolbergj, CC BY-SA 3.0 (no.wikipedia.org)
Photographer; Source (example.flickr.com)
Photographer; Source (example.flickr.com)
“Machinist”
How to Make Customer Support Your Product's Greatest Feature
We’re computer
science students.
How hard can it be
to make something
better?
Hmmm…
Hmmm…
2 years later..
“Let’s just make
something that works”
How to Make Customer Support Your Product's Greatest Feature
Eirik meets Real Customers
ONE WEEK AFTER LAUNCH:
From: Gøril
To: Developer list
Subject: WHERE ARE MY 10.000 CHARACTERS?!!!!
The Bigbang Interview
Interview
Notes
Copy / pasted research
Older versions
Photo: Torstein Frogner; CC BY-SA 2.0 (no.wikipedia.org)
> 216
MySQL TEXT column
How to Make Customer Support Your Product's Greatest Feature
Lesson learned:
Customers Do the Darndest Things
How to Make Customer Support Your Product's Greatest Feature
How to Make Customer Support Your Product's Greatest Feature
That’s a plugin!
Usernames & passwords
replaced with Windows Single
Sign-on.
How to Make Customer Support Your Product's Greatest Feature
LARS
Everybody needs this!
Let’s make a product.
LARS (ENTHUSIASTIC SYSADMIN)
But..
Will people
pay for this?
EIRIK (SCEPTIC DEVELOPER)
How to Make Customer Support Your Product's Greatest Feature
Budget
Time
Improvements
Constraints
Just shipped a
new feature!
Still trying to
support your last
one!
Drowning by
support
If you can’t support your product,
you’re on a sinking ship
Kerberos 101
1 WAY TO GET IT RIGHT, 100 WAYS TO GET IT WRONG
1 WAY TO GET IT RIGHT, 100 WAYS TO GET IT WRONG
KERBEROS TEST PAGE
Identify problems
Point out hard-to find
misconfigurations
Provide self-help
Suggesting solutions allows
customers to solve problems on
their own.
Support info
Simplified our support work for
those who still needed us.
ACTIVE DIRECTORY TEST PAGE
Service account
Correct account settings?
Encryption types
Keytab matches account?
Key versions
Is the key version correct?
We were leading customers
down the wrong path
Then fixing their problems
Point customers in
the right direction
Make it right the first time
Meet with Atlassian
Alex
UX designer
FOCUSED TASK PATTERN
Specific task
Distraction free
Several screens
How to Make Customer Support Your Product's Greatest Feature
Support
team:
💚
Customers?
The setup was amazingly easy and the
instructions were clear.
It just worked, I was able to setup
Kerberos integrated authentication without
any problems.
CUSTOMER
 NASA/Goddard/Arizona State University; (nasa.gov)
Email
ping-pong
Monday
Tuesday
Thursday
Friday
From: Jane <jane@customer.com>
Subject: SSO problems
Some of our users just see a blank page when logging
in with your add-on.
Please help!
Jane
Email
ping-pong
Monday
Tuesday
Thursday
Friday
From: Support <support@kantega.no>
Subject: Re: SSO problems
Hello Jane!
We need some more information:
Could you please send us a screenshot showing ….
Cheers,
Eirik.
Email
ping-pong
Monday
Tuesday
Thursday
Friday
From: Jane <jane@customer.com>
Subject: Re: SSO problems
How do I grab a screenshot of a blank page?
Thanks,
Jane
#@!%
email!
How to Make Customer Support Your Product's Greatest Feature
How to Make Customer Support Your Product's Greatest Feature
How to Make Customer Support Your Product's Greatest Feature
Minutes
“Damn you guys are fast!”
Week
Monday
Tuesday
Thursday
…
Support
super-powers!
💚
Customers?
Naming my next child Eirik,
boy or girl!
CUSTOMER
Customers will
find bugs
How do you fix it?
How do you deliver the fix?
How to Make Customer Support Your Product's Greatest Feature
Tools are great when solving
specific problems
Speed
Damn you guys are quick.
CUSTOMER
Impressive how fast you
could solve our problem,
thank you.
CUSTOMER
Thank your very much
for your fast and
successful help.
CUSTOMER
Teaching the customer to fish
Appreciate the details that you
provided. Helps me troubleshoot
other issues as needed in our
environment. 
CUSTOMER
Solution
partners
The level of support your team
always provided was superb!!
That's why we continue to offer
your add-on to our clients
PLATINUM SOLUTION PARTNER
Delivering
bug fixes
From: Support <atlassian.support@kantega.no>
Subject: Re: Confluence user unable to..
Ben,

Version 1.77 has been made available on Atlassian Marketplace.
 
Happy SSO`ing!
 
Cheers,
Lars
You are absolutely
incredible! What a support.
I'm impressed.
BEN, CUSTOMER
Do not add features
you can’t support
Is it possible to combine
your plugin with a SAML
authentication provider?
CUSTOMER
How to Make Customer Support Your Product's Greatest Feature
Software is not a one-
man show
Customer support is a
feedback loop
Your support, on the other
hand, is phenomenal, and
helps restore faith in humanity.
HAPPY CUSTOMER
Thank you!
EIRIK BJØRSNØS | CHIEF SCIENTIST | KANTEGA | @EIRBJO

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