Customer Service for Nerds

Everybody knows the stereotype of the technological genius, hiding behind the glow of their LCD display, disregarding all human interaction that doesn’t arrive via IRC or a mailing list. Some of us may even resemble that stereotype to a degree. And at some point or another, we’ve all exclaimed “This project would be great, if it wasn’t for those users!”

But whether you’re an open source developer, startup founder or company CEO, your product’s success depends in large part on your customers. Instead of dreading interactions with them, wouldn’t you rather look forward to hearing things like:

“You provided the best customer service and support I have ever received. Is there anything higher than 5 stars?”—Customer Dodie M.

“One doesn’t often receive customer service of the caliber you have offered over the past few days. My team parents also thank you for your attention to their concerns.”—Customer Jennifer P.

“Clearly, you rock.”—Customer Matt P.

“Hey, startups, or, really, anyone, want to see how to [become loved by your customers]? Watch TeamSnap.”—Tech blogger Robert Scoble.

In this session, a couple of programmers will talk about how their startup, TeamSnap, has managed to build a passionate and devoted following by using simple, inexpensive tools and techniques for listening and responding to customers. The journey takes you from the insular world of a pre-release startup to a company that is growing exponentially, largely on word-of-mouth from passionate customers.

They will discuss the roadblocks, pain points, and key decisions that have allowed TeamSnap to earn such a following, and have caused others inside and outside the tech industry to notice what’s going right.