‘Customer support’ Videos

  • Valentina Thörner: Customer Support - Turning your Nightmare into a Growth Engine

    Valentina Thörner: Customer Support – Turning your Nightmare into a Growth Engine

    WordCamp Europe 2019Speaker: Valentina Thörner

    September 19, 2019 — “Oh no! Not another one!” If this is your gut reaction to incoming support requests for your product, service or plugin, Valentina will guide you from terror in the face of unreasonable customers to a state of bliss from the critically important information they share with you. Instead of hypnosis and therapy, she will give a framework to engage with your customers, explaining when and where it makes sense and putting boundaries and resources in place that allow you to offer excellent service when it matters most, without putting you at risk of burnout.

    Presentation Slides »

  • Raja Mohammed: Engineering Happiness- The essence of Customer support

    Raja Mohammed: Engineering Happiness- The essence of Customer support

    WordCamp Ahmedabad 2018Speaker: Raja Mohammed

    March 12, 2019 — The topic “Engineering Happiness- The essence of Customer support ” covers most of the essentials attributes that a company or a freelancer or a developer to create an amicable working environment with fellow developers and customers. in the topic, we will explore more about.

    He will explain Why most of the customer service fails to deliver happiness? How do your customers turn as your promoters? Ways to Deal with difficult customers.

  • Emilia Kubo Kirschenbaum: It’s Not You, It’s Your Ticket - Ticketing Lessons from your Apartment

    Emilia Kubo Kirschenbaum: It’s Not You, It’s Your Ticket – Ticketing Lessons from your Apartment

    WordCamp D.C. 2017Speaker: Emilia Kubo Kirschenbaum

    November 13, 2017 — Ever wonder why no one will do what you asked? Maybe it’s not them, it’s you–or at least your ticket-writing ability. Writing clear, informative tickets is the cornerstone to creating a successful project. To demystify the ticket-writing process, we’ll use a list of tasks to clean an apartment and then add clarity and story points so any person can walk in and understand the scope and level of effort for each task. We’ll connect strategies back to web project activities, so attendees can walk away with an increased understanding of well written tickets–their value, and how to write them.

  • Lauren Jeffcoat: Support Starts Here

    Lauren Jeffcoat: Support Starts Here

    WordCamp Chicago 2017Speaker: Lauren Jeffcoat

    August 31, 2017 — 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.

  • 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.