Bringing Service-Oriented Support to Airbnb

Chris Arrington & Laurent Bordier / September 2017

INTRODUCTION

Care for others and make them feel like they belong. Encourage others to participate to their fullest. Listen, communicate openly and set clear expectations

BE A HOST

Be bold and apply original thinking. Imagine the ideal outcome. Be resourceful to make the outcome a reality

BE A CEREAL ENTREPRENEUR

Be curious, ask for help, and demonstrate anability to grow. Own and learn from mistakes. Bring joy and optimism to work

EMBRACE THE ADVENTURE

Prioritize work that advances the mission and positively impacts the community. Build with the long-term in mind. Actively participate in the community & culture

CHAMPION THE MISSION

Airbnb Core ValuesOur Mission: Airbnb exists to create a world so that anyone can belong anywhere.

Our Support PastFinding self-help & personal help

Dozens of group emails or even worse an individual’s email address

Finding content is difficult and dispersed in Box, Drive, Wikis, etc

Inconsistent formatting reduces content effectiveness

No centralized place to get real-time status or make updates

JIRA SERVICE DESK became LATITUDE

BEFORE

DURING

AFTER and

REPORTING

ROI & NUMBERS

BEFORE

DISCOVERY

Communicate, communicate and communicate

COMMUNICATION

Identified who are your stakeholders, power stakeholders and VIP stakeholders

STAKEHOLDERS

Define the Service Catalog

KNOWLEDGE BASE

Document the business requirements

BUSINESS NEEDS

Organize your JIRA Service Desk project data

ORGANIZE

Define a Strategy for your content plan

PLAN

Ex: Project PlanChampion The Mission

VISIBILITY

4 Business Units 6 weeks Building

On boarding

JSD Project DataChampion The Mission

• Project Members & Roles

• Service Categorization

• Knowledge Articles

• Queues

• Portal Requests

• Workflows

• Automation

• Reporting

• User Acceptance TestingYour contract

And More…Embrace The Adventure

CATEGORY TOPIC ITEMS

&

APPROVAL

JIRA Dashboards

JSD OOB Reporting

Integration with external

reporting tools

REPORTINGLDAP INTEGRATION Actions for JSD

Extension for JSD

Queues Management

LDAP

Automation

ADD-ONSAgents

Power Users

end Users

TRAINING(s)

Service CatalogChampion The Mission

REFINE Keep the customer-facing

items

NAME Name items as services

GROUP Logically categorize your

services

DEFINE List all the things you do

Governance Federated

Search Taxonomy Labeling

User Experience

Self Help Personal Help

Workflow(s)Champion The Mission

Unify Simple

DURING

BUILD

Communicate, communicate and communicate

COMMUNICATION

Define and build all add hoc reporting

REPORTING

Define and create all workflows for all issue types

WORKFLOWS

Create Confluence space and content

KNOWLEDGE BASES

Define and build all automation according to the business requirements

AUTOMATION

Define and build all services requests according to the business requirements

SERVICE REQUESTS

Sprint ProcessChampion The Mission

4 Business Units 6 weeks Building

On boarding

JSD new UIBe a Host

www.yourcompanyname.com

Airbnb Listings - Each JSD project has its own custom banner

Custom Layout - The Welcome message and News section are in custom split layout

Search Bar - Outline color darkened for emphasis and position moved to be more centrally located on the page

Self Help ContentBe a Host

Consistent Formatting - Templates for FAQs, Overviews and Guides keep answers clear and simple to read

Relevant Content - Answers to popular questions using KCS support methodology

Fast Creation - Content can be created faster with template guidance.

www.yourcompanyname

K.I.S

Self Help ContentBe a Host

Close the loop supportBe a Host

www.yourcompanyname.com

Positive user experience will build your brand and drive adoption  

Anticipate your customer’s needs before they need them  

Reduce frustration by offering to get users to the help they need.   

Every step of the way

Nested queuesBe a Host

Organize Work - Establish queues to view different request types, locations, status and more

Track SLAs - Manage request Response and Resolution times to provide timely responses.

Automation - Assign tickets based upon the request type, notify specific users about Critical issues

From email folders to LATITUDE

TypeFormEmbrace The Adventure

AFTER

Market your productBe a Cereal Entrepreneur

If no one knows They will never use it

Digital Signage

POWERFUL

TRANSPARENT

COMPREHENSIVE

PROCESS ORIENTED

EFFECIENT

INTUITIVE

PROACTIVE

ORGANIZED

JIRA ProjectBe a Cereal Entrepreneur

Reporting

ReportingEmbrace The Adventure

If you can’t measure it, you can’t improve it. -Peter Drucker

Just because you can measure it, doesn’t mean you should. -Chris Arrington

ReportingEmbrace The Adventure

0

1.3

2.5

3.8

5

United States Canada Australia China Brazil

3.62.933

4.1

What are your goals?

Are the metrics actionable?

Are they customer focused?

Reporting GIGOEmbrace The Adventure

Acknowledge - Transitions Status from Open to In Progress, Self-Assigns the ticket - fulfilling the Response SLA  

Categorization - 3 tiers provide additional level of detail needed to match to our service catalog for IT.

Demographic Data - Additional data needed to gain insights into support opportunities by organization, location, employee type and new hires

Reporting KISSEmbrace The Adventure

Core Metrics

• Response SLA

• Response SLA

• Top Requests

• Ping Pong Tickets

• First Call Resolution

• Customer Satisfaction

• New Hire Tickets

New Hire Tickets

• Educate

• Automate

• Eliminate

ROI & NUMBERS

Thanks Mike! I have had a good look through the new platform and its great.

Can I just add my 5 unbiased stars.

Woohoo! Looks pretty snazzy! :)

This is baller AF. Congrats!

It's clean, easy to use and polished.

Wow! Way to go, Chris. A huge project, and it looks fantastic

4.9

CSAT

Questions