April 27, 2023 — Nessuno può essere esperto in tutto. Nel mio lavoro di agente dell’assistenza clienti, ad esempio, a volte aiutare un cliente non significa solo risolvere il suo problema, ma anche fornire suggerimenti pertinenti di cui potrebbe aver bisogno o offrire una parola di aiuto per capirlo meglio e indirizzarlo verso la soluzione. Direi persino che questo conta anche di più che dare semplicemente una soluzione.

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December 18, 2021 — This talk advocates making friends with customers and connecting with the WordPress community, as a key strategy for growth, providing better support, and creating a clearer product roadmap.

July 26, 2021 — Bego Mario Garde ist seit über zehn Jahren als Freiwilliger im deutschsprachigen WordPress-Support aktiv. Für unser Meetup haben wir uns Bego für eine Einführung in den WordPress-Support eingeladen.

In seinem Vortrag hat Bego nicht nur etwas aus dem Support-Nähkästchen geplaudert und erklären, wie der Support auf WordPress.org (nicht) funktioniert.

July 12, 2021 — In questo talk, forte della sua ormai pluriennale esperienza, ci presenterà una tematica davvero interessante e utile per il nostro lavoro: l’intervento affronta il tema del supporto a un servizio informatico da un duplice punto di vista, quello del cliente (chi riceve il supporto) e quello del fornitore (chi eroga il supporto). Due facce della stessa medaglia? Spesso, ma non sempre e non in tutto.

July 7, 2021 — Se lavori con prodotti informatici o anche solo se usi dispositivi elettronici quali smartphone o tablet e hai a che fare con le App, talvolta capita che qualcosa si inceppi o smetta di funzionare. Questo capita di frequente a seguito degli aggiornamenti del sistema operativo, delle diverse App o, se hai un sito, della piattaforma che usi, dei plugin, dei temi, … insomma, i problemi che possono nascere sono moltissimi. In questo intervento darò alcune indicazioni su come chiedere aiuto e ottenere un supporto efficace se qualcosa smette di funzionare. Dal marzo 2018 lavoro al supporto Premium di uno dei plugin per WordPress più scaricati che serve ad ottimizzare i siti per i motori di ricerca, Yoast. I suggerimenti che darò nel corso del talk nascono senza dubbio da quanto io vedo quotidianamente nella nostra inbox.

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September 19, 2019 — Andras has been working in a dedicated support role for 3.5 years, during which he saw the ins and outs of support. Quick and easy help with fast resolution, as well as long conversations, miscommunication, frustrating issues, angry clients, escalations, and parting. In his talk Andras will give some tips and guidance to both parties — the support agents and the clients — on how providing and asking for support can be made a faster and better experience.

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August 5, 2019 — WordPress support is a topic of epic myth scale. Agencies and freelances have different approaches on how to do it and in many cases it’s wrong. Why? It’s because not that they something wrong, but how the clients feel at the end and how their clients’ websites perform. This talk will discuss some good practices and how to make sure we have WordPress happiness.

May 9, 2019 — In customer support, which is better, promptness or empathy?

What does playing guitar or changing diapers have to do with wowing customers and users? (It’s probably not what you think.)

How can your support go from “good” to “Amazing!!!@!”

In this talk, the Senior Support Technician for a growing, international WordPress plugin business which supports roughly 200 customers a week will show you how you can level up your support team using skills learned from foster (and biological) parenting, playing guitar, and five years of supporting both free and paid WordPress plugins.

We’ll cover:
– The most important driver of customer happiness in product support
– How to outsmart your own personality deficiencies to excel in empathy
– Something you can start doing today to immediately see results in email/ticket/forum support.

There’s no secret formula for success in support, but armed with the right tools, attitude, and training you can make WordPress better, one ticket at a time.

March 6, 2019 — Η επικοινωνία με τους πελάτες, η διαχείριση τους και αντιμετώπιση κρίσιμων ζητημάτων είναι τα καθημερινά ζητήματα που αντιμετωπίζει μια επιχείρηση/εταιρία που δημιουργεί plugins, themes ή κατασκευάζει ιστοσελίδες. Το τι λέμε και το πως επικοινωνούμε με τους πελάτες μας, παίζει σημαντικό ρόλο. Από την υποστήριξη που παρέχουμε ορίζεται σε ένα μεγάλο ποσοστό εάν ο πελάτης θα επιλέξει να συνεχίζει να αγοράζει τις υπηρεσίες σας ή θα φύγει στον ανταγωνιστή σας. Θα πρέπει να θέσετε τα όρια σας και να ορίσετε σωστά τις προσδοκίες των πελατών σας. Ακολουθώντας τους κανόνες που θα ορίσετε εσείς, και δείχνοντας ενδιαφέρων για τους πελάτες σας, θα παρέχεται πολύ επιτυχημένη επαγγελματική υποστήριξη πελατών.

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December 11, 2018 — We’ve all had the experience of a support technician being seemingly unable to answer our questions about their theme, plugin, or service.

Believe it or not, theme and plugin developers and their support techs really do want to help you. Their goal is to make sure that the technology they provide you isn’t just a sale, but useful, and, ultimately, works to make your website successful. To make sure that you are both working in the same direction, there are some things you can do to ensure a great outcome.

Do you know that there’s a link between your support tickets and better documentation?

Do you find yourself frustrated at developers and support reps who can’t seem to diagnose issues arising from their plugins or themes?

Do you want to find better answers to your support questions, more quickly?

Plus, the two-minute method of solving +50% of your support requests before you even send them.