Startups - Support Experiment at PressPad - Mobile Publishing Platform

•

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400+ Customers, 1M installs of the mobile apps (both iOS & Android) and more than 50k installs/month. How to serve world class support efficiently both for customers and their users? - See how you can handle this.

Pequenos negócios e empreendedorismo

Support experiment
at PressPad
A Mobile Publishing & Marketing Platform
for Magazine Publishers
& Comic Authors
Dec 5rd, 2014

Great Support is a real
asset of the SaaS startup!
Your personal
assistant

Great Support allows reaching to the top together
Your personal
assistant

400+
The right magazine for every moment
...

1 000 000+ installs. 50 000 new installs/month

1 000 000+ installs. 50 000 new installs/month
Our Publishers come from all continents except the Antarctica.

1 000 000+ installs. 50 000 new installs/month
Our Publishers come from all continents except the Antarctica.
...and so their readers do.

Support experiment
at PressPad
Question
- “How to, effectively
support users on the
planetary scale?”

Support experiment
at PressPad
Answer
- ”Separate publishers
support from their
readers support”

Support experiment
at PressPad
Add a secret
ingredient
- ”Involve lead
developers...”

Support experiment
at PressPad
“At PressPad, lead
developers are
involved into the
support process”

Support experiment
at PressPad
“This is probably the
only time frame
when they can be at
the epicenter”

Why we need this?
● Being at the epicenter means building
value by learning/reacting fast.

Why we need this?
● Being at the epicenter means building
value by learning/reacting fast.
● We build PressPad apps every day and
push updates biweekly or more often.

By creating a virtual
team of real heroes

Peter GOLINSKI
Anna JARON
Lead Android
Developer
Lead Customer
Happiness Hero

Peter GOLINSKI
Anna JARON
Simon FORTUNA
Lead Android
Developer
Lead Customer
Happiness Hero
Lead iOS
Developer

There are tools that
can be of help
● Slack
● Hackpad
● Trello

Tweet This List
of Tools To Your
#Startups
Community

Summary
Developers put themselves in user's shoes.
This effects with:

Summary
Developers put themselves in user's shoes.
This effects with:
● better code and better product

Summary
Developers put themselves in user's shoes.
This effects with:
● better code and better product
● less support tickets

Summary
Developers put themselves in user's shoes.
This effects with:
● better code and better product
● less support tickets
● better product-market fit

Support experiment at PressPad
I appreciate your great customer
service. - Shannon

Support experiment at PressPad
I appreciate your great customer
service. - Shannon
I would like to thank you so
much for your hard work,
quick response and for being
so polite and helpful. Many
thanks to you and your team.
I am really grateful to you.
- Paul

Mobile Apps For Magazines
www.PressPadApp.com

Support experiment
at PressPad
Thanks for watching
this presentation.
Tweet your questions at
@PressPadApp

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Every business possesses data, from customer and transaction information to manufacturing and shipping statistics. The vital aspect is to figure out how to use it to enhance the business’s future. One compelling strategy for companies is to use predictive analytics. This includes combing through previous information to derive models and analyses that can help predict future outcomes. Predictive analytics applies to all facets of an organization. It can help determine what customers need and don’t need and help a business augment efficiency. It can help a company spot and deal with issues when they occur. What is Predictive Analytics? To be honest and straightforward, predictive analytics makes predictions about future outcomes by analyzing historical data together with data mining techniques, statistical modelling, and machine learning. As a part of advanced analytics, predictive analytics can help businesses discover patterns within data sets and identify risks, opportunities, and tendencies. It is associated with big data and data science. With huge volumes of data hovering across transactional databases, images, videos, sensors, log files, etc., we must embrace them to derive value. Here’s where data professionals employ deep learning and machine learning algorithms to analyze the data and drive predictions. These algorithms include neural networks, linear, and non-linear progression, decision trees, and support vector machines. Surprisingly, the insights acquired using predictive analytics can be further employed within prescriptive analytics to decide future action outcomes.

Enabling Business Users to Interpret Data Through Self-Service Analytics (2).pdf

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Startups - Support Experiment at PressPad - Mobile Publishing Platform

1. Support experiment at PressPad A Mobile Publishing & Marketing Platform for Magazine Publishers & Comic Authors Dec 5rd, 2014

2. Great Support is the science and art...

3. Great Support is a real asset of the SaaS startup! Your personal assistant

4. Great Support allows reaching to the top together Your personal assistant

5. We Do Apps For Magazines

6. 400+ The right magazine for every moment ...

7. 1 000 000+ installs. 50 000 new installs/month

8. 1 000 000+ installs. 50 000 new installs/month Our Publishers come from all continents except the Antarctica.

9. 1 000 000+ installs. 50 000 new installs/month Our Publishers come from all continents except the Antarctica. ...and so their readers do.

10. Support experiment at PressPad

11. Support experiment at PressPad

12. Support experiment at PressPad

13. Support experiment at PressPad

14. Support experiment at PressPad Question - “How to, effectively support users on the planetary scale?”

15. Support experiment at PressPad Answer - ”Separate publishers support from their readers support”

16. Support experiment at PressPad Add a secret ingredient - ”Involve lead developers...”

17. Support experiment at PressPad “At PressPad, lead developers are involved into the support process”

18. Support experiment at PressPad “This is probably the only time frame when they can be at the epicenter”

19. Support experiment at PressPad “This is probably the only time frame when they can be at the epicenter”

20. Why we need this?

21. Why we need this? ● Being at the epicenter means building value by learning/reacting fast.

22. Why we need this? ● Being at the epicenter means building value by learning/reacting fast. ● We build PressPad apps every day and push updates biweekly or more often.

23. Why we need this? ● Being at the epicenter means building value by learning/reacting fast. ● We build PressPad apps every day and push updates biweekly or more often. ● Fast iterative environment means continuous improvement.

24. How to handle this?

25. By creating a virtual team of real heroes

26. S

27. S

28. Anna JARON Lead Customer Happiness Hero

29. Peter GOLINSKI Anna JARON Lead Android Developer Lead Customer Happiness Hero

30. Peter GOLINSKI Anna JARON Simon FORTUNA Lead Android Developer Lead Customer Happiness Hero Lead iOS Developer

31. Peter GOLINSKI Anna JARON Simon FORTUNA Lead Android Developer Lead Customer Happiness Hero Lead iOS Developer

32. There are tools that can be of help

33. There are tools that can be of help

34. There are tools that can be of help ● Slack ● Hackpad ● Trello

35.

36. Tweet This List of Tools To Your #Startups Community

37. Summary Support experiment at PressPad

38. Summary Developers put themselves in user's shoes. This effects with:

39. Summary Developers put themselves in user's shoes. This effects with: ● better code and better product

40. Summary Developers put themselves in user's shoes. This effects with: ● better code and better product ● less support tickets

41. Summary Developers put themselves in user's shoes. This effects with: ● better code and better product ● less support tickets ● better product-market fit

42. Summary Developers put themselves in user's shoes. This effects with: ● better code and better product ● less support tickets ● better product-market fit ● meaningful iterations

43. Summary Developers put themselves in user's shoes. This effects with: ● better code and better product ● less support tickets ● better product-market fit ● meaningful iterations ● build trust to the brand

44. Support experiment at PressPad I appreciate your great customer service. - Shannon

45. Support experiment at PressPad I appreciate your great customer service. - Shannon I would like to thank you so much for your hard work, quick response and for being so polite and helpful. Many thanks to you and your team. I am really grateful to you. - Paul

46. Support experiment at PressPad I appreciate your great customer service. - Shannon I would like to thank you so much for your hard work, quick response and for being so polite and helpful. Many thanks to you and your team. I am really grateful to you. - Paul Thank you for answering all my questions. Great customer service indeed. I am sold. - Goldine

47. Support experiment at PressPad I appreciate your great customer service. - Shannon I would like to thank you so much for your hard work, quick response and for being so polite and helpful. Many thanks to you and your team. I am really grateful to you. - Paul You really have fantastic customer service! Thanks. - Kristian Thank you for answering all my questions. Great customer service indeed. I am sold. - Goldine

48. Mobile Apps For Magazines

49. Mobile Apps For Magazines www.PressPadApp.com

50. Support experiment at PressPad Thanks for watching this presentation. Tweet your questions at @PressPadApp

Startups - Support Experiment at PressPad - Mobile Publishing Platform

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