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. The presentation will touch on the benefits and challenges of a great user support and training. I'll share the most common problems I encountered whilst dealing with support. It will also look at how I give the best support I can and the tools that enable me to do so.

Transcript

2. @franzvitulli #WCNO
6. Professional user support @franzvitulli #WCNO
7. WordPress and Products @franzvitulli #WCNO
8. “A startup is a company designed to grow fast.” -Paul Graham @franzvitulli #WCNO
9. Growth funnel @franzvitulli #WCNO
10. Good support is a growth hack @franzvitulli #WCNO
11. Benefits of good user support @franzvitulli #WCNO
12. Build a positive reputation @franzvitulli #WCNO
13. Happy users :) @franzvitulli #WCNO
14. Train your users @franzvitulli #WCNO
15. Have less support requests @franzvitulli #WCNO
16. Improve your product @franzvitulli #WCNO
17. Challenges of user support @franzvitulli #WCNO
18. Creativity @franzvitulli #WCNO
19. Empathy @franzvitulli #WCNO
20. Time and resources @franzvitulli #WCNO
21. Communication @franzvitulli #WCNO
22. Organisation @franzvitulli #WCNO
23. 10 Tips for Good User Support @franzvitulli #WCNO
24. Master your product Tip 1 @franzvitulli #WCNO
25. Instructions need to be complete. Use screenshots, numbered lists and external links if that helps Tip 2 @franzvitulli #WCNO
26. Speak the jargon your user is ready to understand Tip 3 @franzvitulli #WCNO
27. Get in touch with the user after they signed up Tip 4 @franzvitulli #WCNO
28. Help your users, but don’t forget the goal of your product Tip 5 @franzvitulli #WCNO
29. Call to action Tip 6 @franzvitulli #WCNO
30. Forget these words & phrases actually you should have if you had read the documentation the truth is trust me unfortunately Tip 7 @franzvitulli #WCNO
31. Don’t be afraid to propose something a bit hacky Tip 8 @franzvitulli #WCNO
32. Actively involve your team with user support Tip 9 @franzvitulli #WCNO
33. Build a good FAQ or documentation page and keep it up-to-date Tip 10 @franzvitulli #WCNO
34. Tools we use to provide user support @franzvitulli #WCNO
35. @franzvitulli #WCNO Customer communication, made easy
36. @franzvitulli #WCNO Live Chat on Websites
37. @franzvitulli #WCNO Knowledge base software
38. @franzvitulli #WCNO Online scheduler for Google Calendar
39. @franzvitulli #WCNO Measure & improve user experience
40. Thank you. @franzvitulli