In this talk, I will go through what a lot of developers haven’t thought about: what happens when you actually get customers. Sure, you’ve worked on your product very hard and you’re sure that it’s going to be very good for a lot of people, but have you considered how to respond to complaints? Do you have a crisis plan ready, or are you winging it? Doing customer support well is down to preparation, and I’ll be telling you how.

I’ll mainly discuss the importance of synchronous communication across platforms, and how to achieve this. It comes down to three different areas:

1. Tone of voice
2. Choice of platform
3. Rules of engagement (how do we, as a company, deal with things)

Presentation Slides »