January 6, 2017 — Justin reveals the fool-proof way to get your premium theme & plugin issues resolved in a timely manner. Cut your resolution time in half with these simple steps!
January 6, 2017 — In this session you will learn the ins and outs of giving the best support possible for your clients and customers, for both free & paid products or services. Learn from my mistakes, find out the tools I use and see how I stay sane through it all.
December 28, 2016 — We will talk about growing your WordPress customer base by proactively improving the experience of your customers. I will introduce best practices for providing Proactive Customer Support for a WordPress startup and the impact it has on your WordPress business.
We will cover the tools, examples, tips and tricks and how to transform your CS team from a “necessary evil” to the backbone of your business.
December 28, 2016 — Full Title: What Happens After Launch? Becoming a Rockstar at Support, Management, and Infrastructure for WordPress
Maintenance is great for seeking a bit more life out of your dishwasher, but it’s not the right approach for you business or for your website.
For many agencies and freelancers, the post-launch support, updates, and minor changes that come up during the life of a WordPress-site are the most taxing, boring, and inconvenient part of the job. It’s not glamorous and rarely is there so much as a ‘thank you’ from the client.
Come find out why web infrastructure is mission-critical, how the challenges can be overcome both technically and financially, and why the term web ‘maintenance’ is completely inadequate for today’s savvy online website owners.
This session includes both practical concepts for managing version-controlled web environments with requirements for multiple web teams and philosophical arguments for why this is even a thing in the first place.
December 10, 2016 — In Episode 8 I talk about the Flow Team, which reported on the user experience of a volunteer testing the WordPress Mobile App Version 6.1 on an Android 5.1 device.
The Support Team is a good place for someone to get started helping people who have issues with their WordPress websites.
November 21, 2016 — In this session I will be covering the importance of good customer service and the powerful impact your support team has on your business. I will discuss practices to use and practices to avoid. I’ll take poor customer service examples and show how they could be handled differently and turned into excellent customer outcomes. I’ll also cover the steps to develop and implement an all star customer service program. This will include the secrets to providing super service, general support standards, and how to get things right for your customers. I’ll discuss why it’s important to go the extra mile to make and keep your customers happy so that they turn into returning customers and brand ambassadors.
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
October 3, 2016 — Sharing info on how the WPML team organises, works and improves over time, and so earns the love and loyalty of their customers.
September 29, 2016 — Membership Sites are quickly becoming a mainstream method to generate income, provide support, training and connect with niche communities. We will review and discuss 5 different Membership Site models that can transform any business into a dynamic, content-rich membership site.
August 18, 2016 — What I’ve learned, as a developer, about interacting and empathizing with those poor non-developers who have given me money for code I have written and now expect me to help them, teach them, and respect them despite their absurd questions with obvious answers.