‘Customer support’ Videos

  • Alice Orru: How I Started Working on Customer Support for a Popular WordPress Plugin as a Total Newbie

    Alice Orru: How I Started Working on Customer Support for a Popular WordPress Plugin as a Total Newbie

    WordCamp Europe 2017Speaker: Alice Orru

    June 30, 2017 — Did you ever think that working with WordPress is something that only developers and tech-savvy people can do?
    Are you convinced that your being a newbie on WordPress won’t allow you to help people?

    In this talk I’ll be sharing my experience on how I started working for a WordPress start-up; how I was struggling with my own impostor syndrome all the time, but still succeeded helping people and answering their technical questions.
    In a few months, I will be celebrating my second year with WP Media. I don’t recognise anymore that Alice who was so scared of answering tickets on HelpScout.
    This is the beginning of my journey from not understanding customers’ questions to getting my first “Great” ratings on HelpScout.

    Are you curious to hear the rest?

  • Nuno Morgadinho: Ideas for Customer Support Success

    Nuno Morgadinho: Ideas for Customer Support Success

    WordCamp Sevilla 2016Speaker: Nuno Morgadinho

    June 30, 2017 — How to organize your business to provide the best level of support for clients? How can your support become an asset for you rather than a liability? How can you train people to provide good support and have them engaged in the work? Why support is such an hassle for engineers and designers?

  • José Arcos: Aprende a decir NO

    José Arcos: Aprende a decir NO

    WordCamp Sevilla 2016Speaker: José Arcos

    June 29, 2017 — En el tiempo que llevo desarrollando he tenido la oportunidad de dar soporte a muchos clientes, pero especialmente en el último año, mi rol es prácticamente a tiempo completo como técnico de soporte. En este tiempo he tenido que aprender a tratar a clientes muy enfadados, muy decepcionados y muy exigentes. En esta charla se pretende presentar una serie de consejos sobre qué está bien y qué está mal en un servicio de soporte y por qué la atención al cliente no debe ser un Call Center subcontratado.

    Presentation Slides »

  • Alice Orru: Come ho iniziato a lavorare per un popolare plugin WordPress pur essendo una principiante totale

    Alice Orru: Come ho iniziato a lavorare per un popolare plugin WordPress pur essendo una principiante totale

    WordCamp Torino 2017Speaker: Alice Orru

    April 14, 2017 — Hai mai pensato che lavorare con WordPress sia qualcosa che solamente gli esperti di tecnologia possono fare?
    Pensi che il tuo essere principiante totale con WordPress non ti permetta di essere d’aiuto agli altri?

    Vorrei condividere la mia esperienza su come ho iniziato a lavorare per una società WordPress, lottando contro la mia sindrome dell’impostore eppure riuscendo ad aiutare le persone rispondendo alle loro domande tecniche.

    Sono sempre stata un’utilizzatrice standard di WordPress: la mia esperienza si limitava ad avere un blog su WordPress.com
    Ma un giorno, dopo essere riuscita a risolvere un problema tecnico grazie al supporto di un agente Automattic, mi sono chiesta: come ha fatto questa persona a trovare lavoro con WordPress?
    Sono così andata a curiosare la pagina ufficiale degli annunci di lavoro WordPress e ho trovato un annuncio di WP Media che cercava un agente di supporto multi-lingue da remoto per uno dei loro plugin.

    Non avevo mai lavorato in ambito IT, eppure ho deciso di provarci lo stesso. Ho offerto la mia esperienza di lavoro nel servizio al cliente e la conoscenza di diverse lingue: ma non avevo nessuna conoscenza del codice e sapevo a malapena leggere HTML.
    Come potevo essere capace di lavorare nel servizio al cliente per un plugin di cache?

    Eppure i miei compagni di WP Media hanno voluto darmi fiducia. Sono entrata nel gruppo sentendomi inadeguata, come la Penny di The Big Bang Theory, circondata virtualmente da nuovi colleghi che mangiavano WordPress per colazione.
    La parte più difficile è stata rendermi conto che non conoscevo veramente WordPress e che dovevo approcciarlo da un punto di vista totalmente nuovo, partendo dal back-end.

    È così che ha inizio il mio percorso “impara WordPress da zero”, fatto da lezioni di PHP, video-chiamate quotidiane con i miei colleghi e centinaia di domande sul nostro canale Slack.

    Da poco ho celebrato il mio primo anno di lavoro con WP Media e quasi non riconosco la Alice che non capiva le domande tecniche dei clienti e aveva paura di rispondere ai loro ticket di supporto su HelpScout.

    Siete curiosi di conoscere il resto della storia?

    Presentation Slides »

  • Carolyn Sonnek: We Can’t Read Your Mind - How To Find Help For Your WordPress Problems

    Carolyn Sonnek: We Can’t Read Your Mind – How To Find Help For Your WordPress Problems

    WordCamp New Orleans 2016Speaker: Carolyn Sonnek

    April 3, 2017 — Having problems with WordPress? Are you having trouble finding answers? Do you need to reach out and ask for help?
    This presentation covers how to make good support requests, what things to avoid when reaching out for help, and the resources the WordPress community has for everyone’s use that may answer your question for you.

  • Ben Furfie: It's Time To Stop Selling Support and Start Selling Updates

    Ben Furfie: It’s Time To Stop Selling Support and Start Selling Updates

    WordCamp Manchester 2016Speaker: Ben Furfie

    March 15, 2017 — More often than not, support requests aren’t actually requests for support, but an attempt to get a website on the cheap. So what can you do to manage our customer’s expectations and ensure your business remains profitable?

    The answer? Stop selling support and start selling updates.

  • Herman Kok: Five Simple Ways to Reduce Your Support Load

    Herman Kok: Five Simple Ways to Reduce Your Support Load

    WordCamp Harare 2016Speaker: Herman Kok

    January 3, 2017 — When one creates a website for a client the work is not done – websites get hacked, plugins and themes are not all compatible, and users do stupid things that break their sites. A responsible website developer has to provide ongoing support to make sure their clients’ sites stay up an running.

    This can take up a lot of time that could be spent getting new clients and building new sites. But one can significantly reduce the time spent in support over the lifetime of a site by spending a little time educating one’s clients right at the start.

    This talk will look at five of the most common issues/questions about which we can educate users so they don’t need to ask for support quite as often.

    Presentation Slides »

  • Kristen Symonds: Lessons From a Year of Customer Support

    Kristen Symonds: Lessons From a Year of Customer Support

    WordCamp Sunshine Coast 2016Speaker: Kristen Symonds

    December 20, 2016 — This talk will cover some things I’ve learned working customer support for WordPress.com. These things include:

    when you need to get in-your-face
    domains are hard
    never reply upset
    kill with kindness
    when support informs development

    Presentation Slides »

  • Jarrett Gucci: WordPress Support Toolkit

    Jarrett Gucci: WordPress Support Toolkit

    WordCamp Los Angeles 2016Speaker: Jarrett Gucci

    October 11, 2016 — Whether you are a weekend warrior building sites for your never ending ideas or a freelancer that has an ongoing list of clients using WordPress, it is soooooo important that you provide support for these sites.

    This talk will share tools and techniques for making sure you can support your WordPress development for as long as it is online. Knowing the tools is one thing but knowing how to use them effectively is key.

    Presentation Slides »

  • Matt Cromwell: Scaling your WordPress Support for growth

    Matt Cromwell: Scaling your WordPress Support for growth

    WordCamp Los Angeles 2016Speaker: Matt Cromwell

    October 8, 2016 — Scaling Your WordPress Support for Growth

    Supporting your products well is one of the best ways to ensure solid growth of your company. But growth also puts additional strain on your support team. This presentation will give you tools to understand how to scale your support before your team gets overwhelmed.

    There are several important factors that go into scaling a support team. The primary ones revolve around the following:
    Understanding Support is Generated from Sales
    Knowing How Much Support You Can Sustain
    Knowing How Much Time you Need to Train New Staff
    This presentation will cover those items in detail with tools, resources, and live data based on our experiences at WordImpress

    Presentation Slides »