Lessons learned from a year of customer support

Lessons learned from a year of customer support

Thoughts from a WordPress.com Happiness Engineer

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Kristen Symonds

May 07, 2016
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  1. Lessons learned from a year of customer support Kristen Symonds


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

    Jetpack • Akismet • WordPress.org
 • How-to • Payments • Account Recovery
 • Tickets (emails) • Live Chat • Helpshift
  3. Never Assume • Knowledge • Terminology • Computer skills

  4. Domains are hard! • Registrar ≠ Host • DNS •

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

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

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

    angry • Proof read • Reassure • A word about insults • “In your face!”
  8. Support & development • Product suggestions • Debugging • Implications

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

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