Customer Success: Lessons learned supporting 100,000 Drupal Sites

Ari Gold

From new users struggling to get started, to power users with runaway database queries and DDOS attacks—how is it possible to keep customers successful at scale?

 

We’ll start at the 10,000’ level, reviewing some fundamentals of support from a hosting perspective:

  • Setting expectations and defining a scope of support

  • Creating a culture that is FUN, yet CALM, EVEN AS THINGS GET CRAZY!!!!

  • Onboarding high-value clients

  • Support tickets—from triage to resolution

 

Next, we’ll dig into some of our go-to tools to help resolve common customer issues, including:

  • drupal.org/site_audit

  • WebPageTest.org

  • curl & dig

  • New Relic

 

Finally, we’ll leave time for Q&A and some discussion around:

  • Building a supportable site

  • Offering support after launch

  • Making security and performance core values

 

For anyone interested in customer success and building or expanding a support offering this session is for you!

 

Register NOW

Session Track

Business and Strategy

Experience Level

Beginner

Drupal Version