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. 2.

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

    Jetpack • Akismet • WordPress.org
 • How-to • Payments • Account Recovery
 • Tickets (emails) • Live Chat • Helpshift
  2. 4.

    Domains are hard! • Registrar ≠ Host • DNS •

    60 days no transfer • Redemption
  3. 5.

    Be flexible & teach • Start mid-level • Clarify terms

    • Use correct terms • Screenshots/casts • Lists
  4. 6.

    Automate repetitive tasks • Done it 3x? Make it faster!

    • Tools • TextExpander, Dash • Alfred • CloudUp • Tasks • Explanations • Searches • Screenshots
  5. 7.

    Kill with kindness • My mantra • Never reply while

    angry • Proof read • Reassure • A word about insults • “In your face!”
  6. 9.

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

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