From the Ivory Tower To Servant’s Quarters

MIKE GOZZO / SUPPORTKIT@GOZMIKE

FROM THE IVORY TOWER TO SERVANT’S QUARTERS

SUPPORTKIT.IO@GOZMIKE

1. Users

WHO PROVIDES THE MOST VALUABLE FEEDBACK?

2. SUPPORT

FROM THE IVORY TOWER TO SERVANT’S QUARTERS

SUPPORTKIT.IO@GOZMIKE

1. PRODUCT MANAGERS

WHO HAS THE MOST INFLUENCE ON THE PRODUCT?

2. EXECUTIVES

84%

16% COMPANIES WITH AN EFFECTIVE CUSTOMER

FEEDBACK PROCESS

FROM THE IVORY TOWER TO SERVANT’S QUARTERS

SUPPORTKIT.IO @GOZMIKE

86%

14% COMPANIES WHERE SUPPORT CAN EFFECTiVELY

INFLUENCE PRODUCT

FROM THE IVORY TOWER TO SERVANT’S QUARTERS

SUPPORTKIT.IO@GOZMIKE

@GOZMIKEMIKE GOZZO / RADIALPOINT

burn down your back office

@GOZMIKEMIKE GOZZO / RADIALPOINT

open customer development

SLACKING without Borders

put customer feedback where it can’t be ignored

FROM THE IVORY TOWER TO SERVANT’S QUARTERS

SUPPORTKIT.IO@GOZMIKE

@GOZMIKEMIKE GOZZO / RADIALPOINT

FROM THE IVORY TOWER TO THE SERVANT’S QUARTERS

@GOZMIKEMIKE GOZZO / RADIALPOINT

FROM THE IVORY TOWER TO THE SERVANT’S QUARTERS

@GOZMIKEMIKE GOZZO / RADIALPOINT

GET THE CONVERSATION STARTED@GOZMIKEMIKE GOZZO / SUPPORTKIT

FROM THE IVORY TOWER TO SERVANT’S QUARTERS

SUPPORTKIT.IO@GOZMIKE

MESSAGING WILL BECOME THE PRIMARY FORM OF COMMUNICATION BETWEEN BUSINESSES AND CONSUMERS

FROM THE IVORY TOWER TO SERVANT’S QUARTERS

SUPPORTKIT.IO@GOZMIKE

PROACTIVE MESSAGING IS MORE THAN MARKETING

GETTING PROACTIVE ABOUT CUSTOMER SUCCESS

‣ WELCOME NEW USERS ‣ RECONNECT with CHURNED ‣ EDUCATE USERS ‣ ASK FOR REVIEWS

Keep communication brief, simple and honest.

Seek qualitative feedback that analytics tools simply can’t provide.

Prioritize learning over “conversion”

FROM THE IVORY TOWER TO SERVANT’S QUARTERS

SUPPORTKIT.IO@GOZMIKE

SHUT UP AND GET OUT OF THE WAY

FROM THE IVORY TOWER TO SERVANT’S QUARTERS

SUPPORTKIT.IO@GOZMIKE

B E G TA K E T H E F A L L

M A K E T H E

T O U G H C A L L

FROM THE IVORY TOWER TO SERVANT’S QUARTERS

SUPPORTKIT.IO@GOZMIKE

COME Say hi!

@gozmike supportkit.io