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.