6/7/11 Joshua Porter, Co-Founder and VP of Customer Experience at Performable, presented at a MassTLC SaaS seminar on customer satisfaction and the customer experience in a SaaS environment

1. How we provide
great customer service
Joshua Porter, Co-founder

2. “The process of setting up Performable was much
easier than I expected, due in large part to excellent
customer service and easy-to-use software. When
their sta promises something, they deliver - even if
it is customized code to meet your needs. All the way
around, using Performable has been a pleasant
surprise. Set up was faster than I would have thought
possible. Thanks Performable!”
Kristin Larsen, MyStrategicPlan.com

3. Principles
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4. Principles
1. Customer service = personal relationships
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5. Principles
1. Customer service = personal relationships
2. Under promise, over deliver
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6. Principles
1. Customer service = personal relationships
2. Under promise, over deliver
3. Whatever happens, solve their problem
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7. Principles
1. Customer service = personal relationships
2. Under promise, over deliver
3. Whatever happens, solve their problem
4. The role of helper is best
Visit us: performable.com Call us: 1-888-268-6035

8. Principles
1. Customer service = personal relationships
2. Under promise, over deliver
3. Whatever happens, solve their problem
4. The role of helper is best
5. Embrace the evangelists
Visit us: performable.com Call us: 1-888-268-6035

9. Principles
1. Customer service = personal relationships
2. Under promise, over deliver
3. Whatever happens, solve their problem
4. The role of helper is best
5. Embrace the evangelists
6. CS improves your product, period.
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10. Tactics
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11. Tactics
1. Everybody at Performable does support, we rotate
responsibility daily
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12. Tactics
1. Everybody at Performable does support, we rotate
responsibility daily
2. Every relationship deserves a hando , which takes
more time but is worth it
Visit us: performable.com Call us: 1-888-268-6035

13. Tactics
1. Everybody at Performable does support, we rotate
responsibility daily
2. Every relationship deserves a hando , which takes
more time but is worth it
3. Do post-mortems on failures, figuring out exactly
what went wrong
Visit us: performable.com Call us: 1-888-268-6035

14. Tactics
1. Everybody at Performable does support, we rotate
responsibility daily
2. Every relationship deserves a hando , which takes
more time but is worth it
3. Do post-mortems on failures, figuring out exactly
what went wrong
4. Complete transparency, we often have and keep
conversations public
Visit us: performable.com Call us: 1-888-268-6035

15. Technologies
Tried Zendesk,
then Tender,
now using Assistly.
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17. Technologies
We use Salesforce
to monitor and
hand o from sales.
Visit us: performable.com Call us: 1-888-268-6035

19. Technologies
We use our own tool,
Performable, to unify a
customer’s experience
and provide support
over time.
Visit us: performable.com Call us: 1-888-268-6035

21. “Good service pleases both the giver and
the recipient by the beauty of the
performance, thereby enhancing life and
adding value to an event that would
otherwise be only a transaction.”
James Hillman, Kinds of Power

22. Thank you!