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How Not To Give Appalling User Support

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]

Franz Vitulli

March 22, 2015
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  1. How not to give
    appalling user support
    @franzvitulli
    #wcldn

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  2. 10 Tips for Good User Support
    @franzvitulli
    #wcldn

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  3. Master your product
    Tip 1
    @franzvitulli
    #wcldn

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  4. Instructions need to be complete.
    Use screenshots, numbered lists and
    external links if that helps
    Tip 2
    @franzvitulli
    #wcldn

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  5. Speak the jargon your user
    is ready to understand
    Tip 3
    @franzvitulli
    #wcldn

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  6. Get in touch with the user
    after they signed up
    Tip 4
    @franzvitulli
    #wcldn

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  7. Help your users, but don’t
    forget the goal of your product
    Tip 5
    @franzvitulli
    #wcldn

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  8. Call to action
    Tip 6
    @franzvitulli
    #wcldn

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  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

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  10. Don’t be afraid to propose
    something a bit hacky
    Tip 8
    @franzvitulli
    #wcldn

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  11. Actively involve your team
    with user support
    Tip 9
    @franzvitulli
    #wcldn

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  12. Build a good FAQ or
    documentation page and
    keep it up-to-date
    Tip 10
    @franzvitulli
    #wcldn

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  13. Tools we use to provide
    user support
    @franzvitulli
    #wcldn

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  14. @franzvitulli
    Customer communication, made easy
    #wcldn

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  15. @franzvitulli
    Live Chat on Websites
    #wcldn

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  16. @franzvitulli
    Knowledge base software
    #wcldn

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  17. @franzvitulli
    Online scheduler for Google Calendar
    #wcldn

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  18. @franzvitulli
    Measure & improve user experience
    #wcldn

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  19. Thank you. @franzvitulli

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