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Lessons learned from a year of customer support
Kristen Symonds
May 07, 2016
Technology
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Lessons learned from a year of customer support
Thoughts from a WordPress.com Happiness Engineer
Kristen Symonds
May 07, 2016
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Transcript
Lessons learned from a year of customer support Kristen Symonds
@kristarella kristarella.com
Happiness Engineer @ Automattic • WordPress.com • Mobile App •
Jetpack • Akismet • WordPress.org • How-to • Payments • Account Recovery • Tickets (emails) • Live Chat • Helpshift
Never Assume • Knowledge • Terminology • Computer skills
Domains are hard! • Registrar ≠ Host • DNS •
60 days no transfer • Redemption
Be flexible & teach • Start mid-level • Clarify terms
• Use correct terms • Screenshots/casts • Lists
Automate repetitive tasks • Done it 3x? Make it faster!
• Tools • TextExpander, Dash • Alfred • CloudUp • Tasks • Explanations • Searches • Screenshots
Kill with kindness • My mantra • Never reply while
angry • Proof read • Reassure • A word about insults • “In your face!”
Support & development • Product suggestions • Debugging • Implications
of change
Image Credits • Sima Dimitric • Spider.Dog • Brick 101
• Anna • Juehua Lin • clappstar • d.aniela with permission & Creative Commons