‘product support’ Videos

  • Victoria Park: The Importance of Providing Great Product Support

    Victoria Park: The Importance of Providing Great Product Support

    WordCamp Udaipur 2017Speaker: Victoria Park

    July 17, 2017 — Victoria is a Happiness Engineer at Automattic, and she provides support for users on WordPress.com sites.She talked about The importance of providing support for your products.
    This talk is intended to bring awareness to the fact that the work is not over once you ship a plugin/product. The value of a plugin/product is not just in the end result, it includes the support that you follow up with, and it’s the support that you provide that induces loyalty towards the user.

  • Stephanie Hellwig: 10 Ways to Provide Great Support

    Stephanie Hellwig: 10 Ways to Provide Great Support

    WordCamp San Diego 2017Speaker: Stephanie Hellwig

    May 9, 2017 — I have been the support manager for a sucessful WordPress theme shop for the last two years and I would love to share some of what I have learned in the process. Here are some of the points that will be shared in this presentation. >>This talk will cover the technology available and how you can use it to streamline the support process. >>How important it is to begin with adequate documentation and ways to accomplish this. >>Tools you can use to meet the needs of a variety of customers. (video, tutorials etc) >> The necessity of using saved replies >> How to set boundaries for support >> Other ways to offer help when it is beyond the offered level of support >> Diplomacy – Kindness is always appropriate and can turn the worst support customers into the best clients for continued sales >> Specific strategy I use for my workflow >> Using support as a springboard for other sales >>Ways to gauge how you should improve upon your support.

  • Niklas Högefjord: Skyldig tills motsatsen bevisats – om support på open source-produkter

    Niklas Högefjord: Skyldig tills motsatsen bevisats – om support på open source-produkter

    WordCamp Stockholm 2016Speaker: Niklas Högefjord

    December 3, 2016 — Ett plugin ska fungera utan problem direkt när man aktiverar det! Dokumentation, det är för loosers! Hur svårt ska det vara att få till en major release av ett plugin utan en massa buggar?
    Kombinationen av tillgängliga teman, plugins och hostingleverantörer är oändlig vilket gör att kodbas tillsammans med servermiljö nästan aldrig ser likadan ut på två WordPress-webbplatser. Dessa förutsättningar innebär att support på plugins och teman ibland är mer avancerad och tidskrävande än vad man kanske tror vid en första anblick.
    Vad kan man som kund göra för att underlätta vid supportärenden och vad kan plugin-utvecklarna förbättra för att minimera problem och antalet rapporterade ärenden?

  • Mahangu Weerasinghe: Support First - Standing Behind Your WordPress Products

    Mahangu Weerasinghe: Support First – Standing Behind Your WordPress Products

    WordCamp Kathmandu 2016Speaker: Mahangu Weerasinghe

    December 2, 2016 — Mahangu Weerasinghe hails from Colombo, Sri Lanka. He first found WordPress when he stumbled upon 0.70 in the dark recesses of #wordpress on Freenode. He has used and provided support for every major release of the software, and is excited about the impact the platform can have on South Asia.

    Presentation Slides »