In the past few months, I have been more involved in the optimization of customer service by highlighting our business in the hands of competitors. So I think I will share my ideas and processes for managing customer support in the WordPress business (and all other businesses that address this issue). The main value of our team is to optimize for happiness. From content creation to plug-in development, we are committed to applying it to everything we do. This applies not only to our team, but also to our customers and readers, so we pay more attention to customer support. The
When I mention our team, this means the team behind the WP mayor blog and the WP RSS aggregator plug-in. When referring to customer support, we emphasized the support provided by WP RSS aggregator. This is a plug-in that started in january2012. It has been nearly six years. Many other plug-ins can’t show off this record. We are proud to find that we have kept it for a long time, and now we can do the same. As the system plug-ins supported by wprss aggregator grow into advanced models with advanced additional functions, the user base also grows. As a result, support has also increased. From pre-sales questions to customized requests, we answer faster than we do. For a time, we had our own (team leaders), developers and support engineers who responded to tickets every day. It should change. The
In the past 3 years, we have learned from our mistakes and adapted to the requirements of developing operating support systems for us and our customers. Is this the perfect system? Of course not. Is it better than three years ago? so far With the passage of real-time pre-sales chat time, we have seen a lot of support for pre-sales questions. These are the leaders we have not dealt with in time. Although many people see the value of our products more than competitors, some people are looking for quick solutions and have not contacted immediately, so they decide to go elsewhere. With the introduction of real-time chat, this and providing customers with very fast response will further improve the customer experience. We use the drift tool to provide real-time chat on the website on pre-sales issues. It can only be restricted to pre-sale. Otherwise, you may spend most of your time on real-time chat and ignore the support ticket. The
When the new reed was popular, it could be handled, so there were several conversions. In other words, we realize that we can’t have real-time chat all day. Therefore, if you are not online now, we will ask the customer to leave a question and email address and reply as soon as possible. Although switching to online is possible, the frequency varies depending on the support load of the helpscout ticket. This will be described in detail below. Drift also provides a variety of other tools that can be used by large teams reading here. Consulting forms when a customer wants to contact a developer or service provider, the first step is usually to find a consulting form on the product or service website. There is a simple query form that requires you to provide the name, e-mail address, message, and error log of the plug-in (which can be viewed in the plug-in). It’s good, but we often miss out on important information that takes longer. This means that customers wait longer for solutions. The
Over the past year, we have made significant changes to the contact form using gravity forms. Many conditions of most forms result in poor setup and maintenance. Ah, now it can work normally and provide the information needed to deal with the customer’s problems immediately. How about most of the above consultation forms?
Get! I’m not trying to show off. I am proud of this statistic. WordPress On org, we have accumulated 5 comments from more than 30 stars in a row. At the time of writing, there were 231 stars (290 stars in total), with an average score of 4.5 of the 5 stars. We have never seen less than 5 stars in more than 6 months. It’s incredible! Male star 5 how to accept comments? We will provide the highest level of support for all opportunities and request review when the issue is resolved. The key here is to ask questions. Although few people take the initiative to leave positive comments, angry customers will almost certainly choose to leave a score. It’s not wrong to ask for something that suits you. In order to understand that support is a core part of all businesses, please check the comments for yourself to see how many of them praised our support, not anyone else. In a word, customer support is an important tool for all who provide products or services, and word press space is also different. Whether you have an established product or are working on a new project, plan ahead how to handle support. According to your imagination, you must be prepared for a large number of results, or at least be prepared to adapt when necessary. You don’t need to know everything right away. It is usually better to learn from mistakes than from others. Just because of my personal mistake. Don’t let your team size control you. It’s not the size of a dog in a fight, it’s the size of a dog in a fight. If the support boot is not available, the support process must continue to function normally. Otherwise, you will miss employees, processes, tools, etc. Additional functions provided by experts I recently followed live wavina of Nick Francis, CEO of helpscout. Nick himself and Shep hyken, an experienced customer service expert, answered my questions in the live broadcast. For details on how to highlight a product or service through customer support, see the following. Now please help someone to get 5 scores for you!
