Before launch.
WHAT TO PREPARE BEFORE ANYONE BUYS
Documentation for the common tasks Answers to the obvious questions A route for customers to reach you Staff who have used the product
WHY STAFF WHO HAVE USED IT
Support without product experience is transcription.
WHAT TO ANTICIPATE
Where people will get stuck.
HOW TO KNOW
Watch someone unfamiliar use it.
WHAT THAT REVEALS
More than any amount of planning.
WHAT TO WRITE FIRST
Getting started The first task a customer performs Anything involving payment
WHAT TO EXPECT AT LAUNCH
Volume higher than steady state Questions you did not anticipate Faults found by real use
WHAT TO ARRANGE
Extra cover for the first period.
WHAT TO DO WITH EARLY TICKETS
Treat them as product feedback, urgently.
WHY URGENTLY
Early customers encounter the worst version, and their opinion spreads.
WHAT TO MEASURE FROM DAY ONE
Volume per customer What they ask about Where they stop
WHAT TO FIX FIRST
Whatever prevents customers reaching value.
WHAT TO DOCUMENT AS YOU GO
Every answer given.
WHAT THAT BECOMES
The knowledge base.
