in the past few months WOO support has been working hard to meet the needs. We hope that we know that we are committed to improvement, so we fulfill our mission to help customers achieve success. In recent months, WOO support has been working hard to meet the needs. This caused the work order to respond too long, and our customers were disappointed.
Because we believe in open and honest communication, we want to explain why this is the case, and show you in detail what we plan (and are doing).
Continue reading to understand what is happening and what we are doing, and check the detailed information of the four -point improvement plan that has been supported by the WOO support.
Why is woo supporting struggling -and why we need an action plan
to fully understand the situation, what is important is to review us How far has gone, how fast you have gone.
When woocommerce was launched four years ago, it satisfies the market’s intuitive, available, can be available Demand for expansion and portable e -commerce solutions
. Combined with WordPress, Woocommerce allows anyone to easily sell online.
This freedom and accessibility has always been the driving force for its growth and popularization. In the long run, Woocommerce now supports more than 30% of online stores. This is a big feat. It is expected to start explaining the challenges facing our support team. They now deal with thousands of tickets per month.
Our ninja sat down every day and focused on helping others (that is you!) Be successful in their efforts. There is nothing more happy to make our team happier than satisfactory customers. In recent months, the delay
is not
Our goal, we need to make a successful plan.
The many aspects of the WOO support we are implementing include
:
Recruitment
Training
Document
Active system improvement
Let us introduce one by one in order.
Recruitment: Introducing new ninjas to help our customers
Recruitment and recruitment are the most important things we can do to improve customer availability. In order to improve this work, we have won the help of our marketing team and their professional knowledge in social exchanges to speed up the applicant’s channels.
We are recruiting -to join us?
We are looking for self -motivation problems worldwide, and they are full of enthusiasm and teachers’ hearts about learning. After finding, it takes a few months to join and train new team members. This position requires professional knowledge, time to develop, and affects our ability to follow the development of Woocommerce.
We hope to increase sufficient personnel in the next few months to lead to growth, and then focus on quality improvement
. Our goal is to establish trust -based relationships in an environment that encourages enthusiasm and interact with customers. A healthy team can listen, respond, and finally complete the mission of our success. Due to the lack of human resources, the pressure we bear limit our ability to do so. We are working hard!
Training: Make sure all the ninja has the skills required for success
] I will never stop learning.
This is the first line of our creed, and it is also something we attach great importance to it.
As mentioned earlier, finding those who have suitable skills and abilities are only to cultivate proficient team members with knowledge and experience to help our customers start.
We are committed to making training and education not only part of the entry process, but also the pillar of our overall support strategy
.
As the first step, we hired an education and training manager to supervise our internal training and development. JOB uses his knowledge and experience to enrich WOO and apply academic principles to our real world. We are using our Sensei LMS to promote the course of our ninja training center, which provides an urgent structure for our process. Using our own products will not only help educate our team, but also help better understand the needs of customers and finally get better products.
The key element of the overall employee’s respect, Therefore, personal development is an important part of our long -term strategy . This includes a meeting with our partners to increase product knowledge, leadership development to improve team efficiency, online and face -to -face meetings to promote knowledge sharing, and many other formal and informal opportunities for our team’s growth.
Team gathering is essential for learning, growth and excellence. They are also very interesting.
Since we are recruiting natural learners, training and education organically integrate our culture and make these measures the basis for long -term success. Document: Another way to enable our customers to help
Another way to improve our customer success rate is to completely reform our passive resources. We recognize that there is a disconnection between our current knowledge base and documents, and we see the opportunity to re -examine the entire customer journey.
Because of this,
We are trying to create a unified system behind the scenes, focusing on helping you find the way you need faster and more easily
.
We are creating a new way to guide you Find what you need. We understand the impact of different learning methods on the way customers find answers. Some people prefer text -based teaching, others pay attention to the video, and many people benefit from the interactive experience. Some of our education plans include
considering these differences and trying to make different types of media
. We recently transferred the entire attention of a team member to the improved document. We have a special person responsible for creating and maintaining our video resources. We also cooperate with Sidekick to provide WoOOCOMMERCE drills in your store. We think these changes can help all customers learn and find the answer, no matter what they like.
Active system improvement: repair errors and improve efficiency
The promise of customer success will not start or stop from one department. We believe that everything is interrelated, and we work hard to adopt the overall method when meeting customer expectations
.
Now we are a member of the larger AUTOMATTIC family. We can from their support team Get rich knowledge and experience there. We have already startedFlower pollination to better understand each other and find ways to work together to improve efficiency. In addition to these support -centered measures, we are also improving our workflow and strengthening the relationship between the departments to ensure that we discover the trend faster and solve mistakes faster, and based Real world demand provides enhancement functions. A recent example: Our supporting team is working closely with the development team of the WooCommerce development team to ensure that our more than 500 product catalogs are fully tested and prepared for the upcoming version. This is a logical and proactive step, which sounds simple, but it is necessary to think deeply and organized in such a wide range. We did not even realize that it was happening when it was happening, whether it was successful because this means that their update is successful.
We sincerely thank you for your support and understanding
Thank you Our current challenges and accept the solution we have proposed. We are humble about the rapid growth of Woocommerce’s experience. Thank you very much for our loyal customers for making them successful today. We have several solutions. We are actively trying to improve our support, but we also want to hear your opinions. If you have other suggestions for us, we encourage you to share these ideas with us in a constructive way. The comment is open, and we will read them when they come in.
We look forward to celebrating future growth and progress with you in 2016.
We are looking for self -motivation problems worldwide, and they are full of enthusiasm and teachers’ hearts about learning. After finding, it takes a few months to join and train new team members. This position requires professional knowledge, time to develop, and affects our ability to follow the development of Woocommerce.
