Support, Customer Experience and WordPress

Lessons in providing support as a plugin or theme business owner and in receiving support as a freelancer or customer.

Transcript

1. Support, Customer Experience ! and WordPress! Lessons in providing and receiving support. KYLE M. BROWN @kylmbrown
2. KYLE M. BROWN @kylmbrown Dude, who are you and why should I listen to you? !
3. Lessons in Support! ü Use these to provide effective support to your customers for your theme, plugin or service. ü Use these to get effective support from theme and plugin shops as a freelancer, Blogger, Agency, Enterprise or Government. KYLE M. BROWN @kylmbrown
4. Providing! Best practices that you can use to provide effective support to your customers for your theme, plugin or service. KYLE M. BROWN @kylmbrown
5. Providing! ü Set your customers expectations. ~ Terms ü Provide self help resources. ~ Docs ü Collect what you need from your customers upfront. ~ Specs KYLE M. BROWN @kylmbrown
6. Set your customers expectations. KYLE M. BROWN @kylmbrown Providing!
7. ü What are your hours or operation? POST them. ü What are your response times? POST them. ü What are your conditions of support? POST them. KYLE M. BROWN @kylmbrown Providing!
8. Provide self help resources. KYLE M. BROWN @kylmbrown Providing!
9. ü Include getting started steps. ü Include FAQs. ü Includes documentation that is searchable. KYLE M. BROWN @kylmbrown Providing!
10. Collect what you need from your customers upfront. KYLE M. BROWN @kylmbrown Providing!
11. ü System Report, plugin version, add-ons active ü License Key (If applicable) ü Screenshots KYLE M. BROWN @kylmbrown Providing!
12. Receiving Support! Best practices that you can use to get effective support from theme and plugin shops as a freelancer, Blogger, Agency, Enterprise or Government. KYLE M. BROWN @kylmbrown
13. ü Remember – unless you paid for it - this community gave you something. ü Check the self help resources. ü Help the support person help you. KYLE M. BROWN @kylmbrown Receiving Support!
14. Remember, this community gave you something. KYLE M. BROWN @kylmbrown Receiving Support!
15. ü WordPress is an open source product and anyone can use it. ü Developers don’t have to provide support, they do it because they want to so be mindful. ü You may not get anything and you do not deserve it. KYLE M. BROWN @kylmbrown Receiving Support!
16. Check the self Help resources. KYLE M. BROWN @kylmbrown Receiving Support!
17. ü The WordPress Repository may have the answer to your question. ü Check the FAQ and Support FORUM ü Check the developers personal website. KYLE M. BROWN @kylmbrown Receiving Support!
18. Help the company help you. KYLE M. BROWN @kylmbrown Receiving Support!
19. ü It’s broken ü It’s doesn’t work ü It’s crappy poor code ALL EQUAL NO SUPPORT KYLE M. BROWN @kylmbrown Receiving Support!
20. ü Update the plugin and WordPress ü Check for theme conflicts ü Screenshots ALL EQUAL SUPPORT KYLE M. BROWN @kylmbrown Receiving Support!
21. Tools for providing support Resolve Theme Conflicts - http://wpsaas.net/wordpress-theme-and-plugin-conflicts/ System Info - https://wordpress.org/plugins/send-system-info/ Gravity Forms - http://www.gravityforms.com/ HelpScout– http://www.helpscout.net Tools for receiving support Help the support person help you. Be human, provide details and check self help resources. Screen Shots Screen Recordings - JING - https://www.techsmith.com/jing.html KYLE M. BROWN @kylmbrown Resources!
22. KYLE M. BROWN Founder and Chief Operating Officer at wpSaaS.net @kylmbrown | Kylembrown.com