Lessons learned from a year of customer support

Transcript

1. 1.

   Lessons learned from a year of customer support Kristen Symonds


   @kristarella
 kristarella.com
2. 2.

   Happiness Engineer @ Automattic • WordPress.com • Mobile App •

   Jetpack • Akismet • WordPress.org
 • How-to • Payments • Account Recovery
 • Tickets (emails) • Live Chat • Helpshift
3. 3.

   Never Assume • Knowledge • Terminology • Computer skills

4. 4.

   Domains are hard! • Registrar ≠ Host • DNS •

   60 days no transfer • Redemption
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   Be flexible & teach • Start mid-level • Clarify terms

   • Use correct terms • Screenshots/casts • Lists
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   Automate repetitive tasks • Done it 3x? Make it faster!

   • Tools • TextExpander, Dash • Alfred • CloudUp • Tasks • Explanations • Searches • Screenshots
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   Kill with kindness • My mantra • Never reply while

   angry • Proof read • Reassure • A word about insults • “In your face!”
8. 8.

   Support & development • Product suggestions • Debugging • Implications

   of change
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   Image Credits • Sima Dimitric • Spider.Dog • Brick 101

   • Anna • Juehua Lin • clappstar • d.aniela with permission & Creative Commons