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

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2. @franzvitulli
   #WCNO
   

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6. Professional user support
   @franzvitulli
   #WCNO
   

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7. WordPress and Products
   @franzvitulli
   #WCNO
   

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8. “A startup is a company
   designed to grow fast.”
   -Paul Graham
   @franzvitulli
   #WCNO
   

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9. Growth funnel
   @franzvitulli
   #WCNO
   

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10. Good support is a growth hack
    @franzvitulli
    #WCNO
    

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11. Benefits of good user support
    @franzvitulli
    #WCNO
    

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12. Build a positive reputation
    @franzvitulli
    #WCNO
    

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13. Happy users :)
    @franzvitulli
    #WCNO
    

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14. Train your users
    @franzvitulli
    #WCNO
    

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15. Have less support requests
    @franzvitulli
    #WCNO
    

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16. Improve your product
    @franzvitulli
    #WCNO
    

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17. Challenges of user support
    @franzvitulli
    #WCNO
    

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18. Creativity
    @franzvitulli
    #WCNO
    

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19. Empathy
    @franzvitulli
    #WCNO
    

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20. Time and resources
    @franzvitulli
    #WCNO
    

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21. Communication
    @franzvitulli
    #WCNO
    

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22. Organisation
    @franzvitulli
    #WCNO
    

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23. 10 Tips for Good User Support
    @franzvitulli
    #WCNO
    

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24. Master your product
    Tip 1
    @franzvitulli
    #WCNO
    

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

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26. Speak the jargon your user
    is ready to understand
    Tip 3
    @franzvitulli
    #WCNO
    

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

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

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29. Call to action
    Tip 6
    @franzvitulli
    #WCNO
    

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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
    

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

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32. Actively involve your team
    with user support
    Tip 9
    @franzvitulli
    #WCNO
    

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

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34. Tools we use to provide
    user support
    @franzvitulli
    #WCNO
    

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35. @franzvitulli
    #WCNO
    Customer communication, made easy
    

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36. @franzvitulli
    #WCNO
    Live Chat on Websites
    

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37. @franzvitulli
    #WCNO
    Knowledge base software
    

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38. @franzvitulli
    #WCNO
    Online scheduler for Google Calendar
    

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39. @franzvitulli
    #WCNO
    Measure & improve user experience
    

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40. Thank you. @franzvitulli
    

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