‘Support’ Videos

  • Guga Alves: Como ser um super herói no universo WordPress

    Guga Alves: Como ser um super herói no universo WordPress

    WordCamp Fortaleza 2016Speaker: Guga Alves

    May 9, 2017 — Muitas pessoas falam que colaborar com a comunidade WordPress é algo que pode lhe ajudar a aprender mais, ter mais visibilidade como profissional e assim ajudar a crescer tanto pessoal como profissionalmente.. mas como posso fazer isso?
    Guga Alves, da Automattic, trás em sua palestra algumas experiências pessoais e também se propõe a apresentar como a comunidade open source ajuda a desenvolver o WordPress e as várias formas que você pode se envolver e colaborar.
    Palestra baseada no talk de Job Thomas, Gareth Allison e Konstantin Obenland, todos da Automattic, no CMS Africa Summit 2016.

    Presentation Slides »

  • Christopher Tuttle: A Helping Hand - Where Can I Get Help with WordPress

    Christopher Tuttle: A Helping Hand – Where Can I Get Help with WordPress

    WordCamp San Diego 2017Speaker: Christopher Tuttle

    April 15, 2017 — WordPress is an amazing tool that has helped thousands of people not only build websites but change their lives. Whether you are a diehard developer or brand new user, where do you turn when you hit that wall and can’t figure out how to move forward with your life changing WordPress website. In this presentation, we will discuss where, how and when you can find WordPress help.

  • Kayleigh Thorpe and Keith Hyde: Battling The White Screen of Death - A Tech Support Tale

    Kayleigh Thorpe and Keith Hyde: Battling The White Screen of Death – A Tech Support Tale

    WordCamp Manchester 2016Speakers: Kayleigh Thorpe, Keith Hyde

    March 16, 2017 — The topic will be covered by Kayleigh and Keith and will cover various WordPress user related issues commonly faced on the support team at 34SP.com We will cover popular support queries and how we go about finding a logical solution to the common problems we face and advise on how the people listening can troubleshoot their issues too. We will cover WSOD and common causes, plugin and theme issues and also cover some tips on how you can use handy tools such as WPCLI to find and fix issues commonly found on WordPress websites.

  • Justin Ferriman: Insider Secrets For Getting Timely Support For Premium Themes and Plugins

    Justin Ferriman: Insider Secrets For Getting Timely Support For Premium Themes and Plugins

    WordCamp Ann Arbor 2016Speaker: Justin Ferriman

    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!

    Presentation Slides »

  • Andrea Rennick: Rockstar Support

    Andrea Rennick: Rockstar Support

    WordCamp Ann Arbor 2016Speaker: Andrea Rennick

    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.

  • Petar Atanasovski: The Art of Proactive Support

    Petar Atanasovski: The Art of Proactive Support

    WordCamp Belgrade 2016Speaker: Petar Atanasovski

    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.

    Presentation Slides »

  • Mason James: What Happens After Launch?

    Mason James: What Happens After Launch?

    WordCamp Belgrade 2016Speaker: Mason James

    December 28, 2016 — Full Title: What Happens After Launch? Becoming a Rockstar at Support, Management, and Infrastructure for WordPress

    Description:
    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.

    Abstract:
    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.

  • WordPress TV Shortz Episode 8

    WordPress TV Shortz Episode 8

    Speaker: John Parkinson

    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.

  • Lauren Jeffcoat: Support Starts Here - How To Go The Extra Mile To Make and KEEP Your Customers Happy

    Lauren Jeffcoat: Support Starts Here – How To Go The Extra Mile To Make and KEEP Your Customers Happy

    WordCamp Baltimore 2016Speaker: Lauren Jeffcoat

    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.

    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 »