April 4, 2018 — 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.
December 8, 2017 — I’ve been on all sides of support; first as a WordPress user, then a freelancer, theme shop employee, and currently as WordPress.com staff. In that time I’ve learned a lot of the dos-and-don’ts of asking for (and providing) support. In this lighting talk I’ll go over some of the most commonly missing information when reaching out to support.
November 16, 2017 — It Takes a Village and WordPress – How being a WordPress developer helped me to find support and a new and better life in Bulgaria.
The unexpected advantages of being a WordPress developer when trying to have a better life in an unknown country.
How knowing WordPress helped me to find support, new friends and a wonderful community in rural Bulgaria.
November 16, 2017 — This talk will cover best practices that you can use to get effective support from theme and plugin shops as a freelancer, blogger, agency, enterprise, or government client.
From the other side as a customer support provider, this talk will also discuss best practices that you can use to provide effective support to your customers for your theme, plugin, or service.
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.
October 26, 2017 — In this talk, using years of experience helping users in both free and premium plugin support, Ben will take you through what makes a good support request, how you can create better support requests, and how good support requests make WordPress better for everyone.
October 24, 2017 — People in the WordPress open source project spends a lot of time and energy supporting live events, like meetups and WordCamps. In this talk we’ll talk about the science of human connection, and how live events support the WordPress project by creating a participatory and welcoming community, by talking!
September 11, 2017 — Mahangu is an Automattician hailing from Colombo, Sri Lanka, Mahangu first found WordPress when he stumbled upon 0.70 in the dark recesses of #wordpress on Freenode. He has used and provided support for every major release of the software, and is excited about the impact the platform can have on South Asia.
Though once a high school English teacher, his desire to make online publishing more democratic led him to Automattic, where he now works as a Happiness Engineer. He sincerely believes that stellar support will play a pivotal role in helping WordPress power the next 27% of the web!
Mahangu is an experienced speaker, and has spoken at several WordCamps, including WordCamp Pune 2015, WordCamp Mumbai 2016, WordCamp Singapore 2016, and WordCamp Kathmandu 2016.
June 29, 2017 — Cientos de miles de usuarios no pueden estar equivocados, en esta charla sabrás cuáles son las dudas más comunes, originales y prácticas de los usuarios de WordPress en todo el mundo y cómo resolverlas, desde un nivel básico pasando por uno intermedio. ¡Muy práctico!
June 19, 2017 — Sunil Bajracharya, a computer engineer from Tribhuvan University, is currently working for Access-keys. He began his journey with WordPress by providing support for AccessPress theme products. His session focused on way of dealing with product customers, appropriate support channels and providing proper solutions for different type of customers. He also talked about converting customers’ issues into a positive rating for your product and using the rating to have a positive impact on your product sales.