Q4 Mega-issue: Steven's Goals

[slshults]

I spend 75-80% of my time directly helping customers. For the rest of my time this quarter:

Goal 1: Community Tumbleweed Eradication Program

• Increase activity in our Community Questions

  • Hoglet activity:
    • In addition to fielding questions for users on paid plans as we do now, PostHog staff to increase replies to questions users on free plans where the answer will be helpful for many users.
  • User activity:
    • Develop a method for tracking answers marked as Solution, to keep a tally of Solutions provided by each user.
    • Develop an incentive (with delivery methods) for high achieving providers of solutions.
      (spoiler alert) Possible rewards may include, but might not be limited to:
      • Merch credits 🦔
      • Billing credits 💸
      • Community profile badges 🛡️
      • Unique costumes for Hedgehog Mode 🎃
      • (Reading this list gave you other ideas, didn't it? Add your ideas in the comments, below!)
    • Announce it
      • At the top of the questions page, with a link to... hmm.. a blog post or a docs page? (tbd)
  • Criteria for success: During Q1 2025, track total responses from users helping users. A 10% increase over 90 days (adjusted for total new accounts added during the period) would be a sign that something's working

• Prep for answers in the wild

  • Explore methods for tracking impacts of dropping by other communities (e.g. Twitter, Reddit, StackOverflow, etc.) to provide occasional help. (e.g. UTM campaign tags added to links to our docs dropped into those replies?)

  This would be for implementing in Q1 2024 (Would be a bit ... aspirational to get active in other communities during this quarter, in the context of other goals, holidays, etc)

Sidequests

• Max AI II

  • Ship the MVP for paying users

    • Add Max to the Help sidebar
    • Internal release
    • Canary release
    • Phased rollout
    • Track ticket volumes to measure impacts

  • Post-MVP improvements

    • Give Max the ability to search our public GitHub repos
    • Add image handling (so users can upload screenshots to for Max to review)
    • Add context awareness, so Max will know what part of the platform the user is looking at during the conversation
    • Add the ability for free users to use their own Anthropic API key to chat with Max
    • Find a way for Max to prompt the AI Product Manager and return responses?
    • Add more easter eggs, do more weird

  • Add links to relevant documents to ZenDesk initial autoreplies

    • ZenDesk's KB is very ambiguous about whether the feature works with 'federated search' (search results from content other than a ZenDesk-hosted KB), so find out by testing it.
    • If it works, ship it

[joethreepwood]

Just some thoughts!

In addition to fielding questions for users on paid plans as we do now, PostHog staff to increase replies to questions users on free plans where the answer will be helpful for many users.

This feels like a goal, rather than an action. How are we going to get staff to increase replies? Also, not sure if we need to encourage everyone to do this -- it could be a thing on a smaller scale for now.

Unique costumes for Hedgehog Mode 🎃

This is a great idea. I'd almost suggest that you work with @lottiecoxon to brief a few ideas in ASAP though, so we can implement them all at once and have them set up so you can give them out as needed.

Criteria for success: During Q1 2025, track total responses from users helping users. A 10% increase over 90 days (adjusted for total new accounts added during the period) would be a sign that something's working

<3