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How Not To Give Appalling User Support

979194b680ed5ef116ab5bcd9780f66b?s=47 Franz Vitulli
February 08, 2015

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.

979194b680ed5ef116ab5bcd9780f66b?s=128

Franz Vitulli

February 08, 2015
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  1. None
  2. @franzvitulli #WCNO

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  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