November 20, 2022 — Learn a new framework for technical support that retains more customers, attracts new customers, and all without falling into the common trap of becoming a free developer for entitled users. This philosophy of technical support is fun for technicians and empowering for customers.

April 7, 2021 — What is Customer Support in the WordPress World? As a customer support person in the WordPress World, you have to know how to use WordPress well enough to troubleshoot and find a solution for the end user’s issues. Additionally, you have to know the plugin, theme, or service you’re providing support for.

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December 7, 2020 — Hablemos de herramientas, estrategias y recomendaciones a la hora de dar soporte a plugins y temas de WordPress.

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June 16, 2020 — As the Internet unites us and changes our expectations, our preconceived notions about customer support need to evolve. In this talk, you will learn how you may be doing support wrong, and how you can make it a powerhouse of revenue for your business.

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.

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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.

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.

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.

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?

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?