Having worked in Customer Support for some time now, I’ve become quite obsessed with customer experience.
I’m the nerd that notices bugs in software I use on a daily basis. I also make a mental note of both confusing and delightful user interfaces. I get frustrated when buttons I expect to do one thing do something different entirely.
I pay attention to these things because they matter…a lot. As we’ve talked about before, there are far too many options available for customers to choose from. If your product experience sucks, it’s really easy to find a replacement. Boom – you’ve lost a user forever.
On the flip side, I also think there are a ton of quick wins that instantly upgrade the experience and win over customers with little time investment. The language you use in copy, the way in which you highlight key actions within your product, the accessibility of your contact options – they all play a huge role in delighting the people that pay your bills.
On a recent episode of the Tim Ferriss podcast, I was re-introduced to a thought exercise from Brian Chesky of Airbnb – designing for the extremes.
A week ago, I called 10 different contractors trying to find someone to do a bit of work. Zero answered. I left five voicemails and didn’t receive a single call back.
Recently, my wife and I walked into a restaurant in downtown Denver to get some food. We stood by the host stand for five minutes while waiters walked by and bartenders served drinks. Not a single person said anything so we walked out.
Yesterday, I was on the phone with a utility company trying to set up a new service. They said someone would need to come out to finalize the installation. “Sounds good – how can I set that up?” I asked. They responded that someone would eventually reach out to me. No estimated time frame. No estimated installation date. No contact information I could use to get in touch with the installation team.
In each case, I’m trying to give someone money, but my experience as a customer makes it far less likely that I’m going to do so. I’m definitely not going to recommend them to a friend.
These experiences reinforce a simple idea – the bar for customer experience in business is low.
I’m on stage right now at SupConf ATL talking about some work we’ve been doing recently over at WordPress.com to rebuild the onboarding process for our Business plan customers. What you’re reading below is a transcript of the talk. I’ll update this page with a video whenever it’s available! Full slides are at the bottom.
As of a few days ago, I’ve now been working for Automattic, makers of WordPress.com, for just over a year. It’s hard to believe that just a short time ago, I was ending my trial and starting full-time on a product that I both love and believe in.
I’ve written quite a bit about the trial process and what a day in the life of a Happiness Engineer looks like. But, I haven’t written much about insights working for a distributed company or how I now view customer support. In other words, what I’ve learned over the past year working at Automattic. In no particular order, here are the top five items.
This week, many of us at Automattic are documenting our day to give everyone an idea of what it’s like to work for an entirely distributed company. If you’re interested in reading more you can follow the tag #a8cday at WordPress.com and on Twitter. Here’s my day as a Happiness Engineer.
Whenever I tell someone I’m a Happiness Engineer, I normally get a blank stare followed by one of two reactions:
- The person pretends like they know what that means and no further questions are asked.
- A short chuckle ensues with the follow-up question, “So, what does that mean?”
I definitely understand. Before working at Automattic, I had no real idea what a Happiness Engineer might do.
So, what does a Happiness Engineer actually do on a daily basis? The short answer: we do whatever it takes to make the user experience as great as possible at WordPress.com. For those that want more, here’s my complete schedule from October 6th, 2014 to give you an idea of what it’s like to work for a company that is 100% distributed.