ENGINEERING HAPPINESSBridging the Gap Between Developers and Customers

Karen Arnold & Erica Varlese Happiness Engineers

Automattic

Karen Arnold Erica Varlese

Karen Arnold@karenalma

karen@automattic.comHappiness Engineer,

Automattic

Erica Varlese@ericavarlese

erica@automattic.comHappiness Engineer,

Automattic

Email, forums, live chat

Support rotations

Support weeks

ENGINEERING HAPPINESS

Engineering Happiness ~ @karenalma and @ericavarlese

LOCALIZATION

Engineering Happiness ~ @karenalma and @ericavarlese

WHY GREAT SUPPORT MATTERS

Engineering Happiness ~ @karenalma and @ericavarlese

Because customers.

Engineering Happiness ~ @karenalma and @ericavarlese

THE RIGHT FRAME OF MIND FOR GREAT

SUPPORT

Engineering Happiness ~ @karenalma and @ericavarlese

Really care about the issue your users need support for.

Have complete control over your schedule.

Be empowered to actually help.

Engineering Happiness ~ @karenalma and @ericavarlese

6 SIMPLE WAYS TO GET A REPUTATION FOR

EXCELLENT SUPPORT

Engineering Happiness ~ @karenalma and @ericavarlese

Remember your knowledge is not everyone’s knowledge.

Be generous with basic information.

ONE

Engineering Happiness ~ @karenalma and @ericavarlese

Answer the actual question, not the literal question.

Solve the actual problem.

TWO

Engineering Happiness ~ @karenalma and @ericavarlese

Reply with an accurate answer and an accurate estimate of when you’ll get to it.

THREE

Engineering Happiness ~ @karenalma and @ericavarlese

Respond promptly, not just to squeaky wheels.

Avoid engaging in long back-and-forth.

FOUR

Engineering Happiness ~ @karenalma and @ericavarlese

Keep your promises.

FIVE

Engineering Happiness ~ @karenalma and @ericavarlese

Meet your users where they are.

SIX

Engineering Happiness ~ @karenalma and @ericavarlese

Respond!

IN A NUTSHELL

Engineering Happiness ~ @karenalma and @ericavarlese

THE REST IS EASY

Engineering Happiness ~ @karenalma and @ericavarlese

QUESTIONS?

Engineering Happiness ~ @karenalma and @ericavarlese