How Not To Give Appalling User Support

More and more developers are using WordPress to build and sell online products (web apps, SaaS, etc.), and providing excellent user support is a skill certainly not to be taken for granted. This presentation features 10 tips and 5 tools I use to provide good user support. [Lightning talk, full presentation available]

Transcript

1. How not to give appalling user support @franzvitulli #wcldn
2. 10 Tips for Good User Support @franzvitulli #wcldn
3. Master your product Tip 1 @franzvitulli #wcldn
4. Instructions need to be complete. Use screenshots, numbered lists and external links if that helps Tip 2 @franzvitulli #wcldn
5. Speak the jargon your user is ready to understand Tip 3 @franzvitulli #wcldn
6. Get in touch with the user after they signed up Tip 4 @franzvitulli #wcldn
7. Help your users, but don’t forget the goal of your product Tip 5 @franzvitulli #wcldn
8. Call to action Tip 6 @franzvitulli #wcldn
9. Forget these words & phrases actually you should have if you had read the documentation the truth is trust me unfortunately Tip 7 @franzvitulli #wcldn
10. Don’t be afraid to propose something a bit hacky Tip 8 @franzvitulli #wcldn
11. Actively involve your team with user support Tip 9 @franzvitulli #wcldn
12. Build a good FAQ or documentation page and keep it up-to-date Tip 10 @franzvitulli #wcldn
13. Tools we use to provide user support @franzvitulli #wcldn
14. @franzvitulli Customer communication, made easy #wcldn
15. @franzvitulli Live Chat on Websites #wcldn
16. @franzvitulli Knowledge base software #wcldn
17. @franzvitulli Online scheduler for Google Calendar #wcldn
18. @franzvitulli Measure & improve user experience #wcldn
19. Thank you. @franzvitulli