Upgrade to Pro — share decks privately, control downloads, hide ads and more …

Lessons learned from a year of customer support

6c3841b9afcb4477898d4396a74024c1?s=47 Kristen Symonds
May 07, 2016
Technology
0
170

Lessons learned from a year of customer support

Thoughts from a WordPress.com Happiness Engineer

6c3841b9afcb4477898d4396a74024c1?s=128

Kristen Symonds

May 07, 2016
Tweet

More Decks by Kristen Symonds

See All by Kristen Symonds
6c3841b9afcb4477898d4396a74024c1?s=48 kristarella
0
43
6c3841b9afcb4477898d4396a74024c1?s=48 kristarella
0
72
6c3841b9afcb4477898d4396a74024c1?s=48 kristarella
0
45
6c3841b9afcb4477898d4396a74024c1?s=48 kristarella
1
120
6c3841b9afcb4477898d4396a74024c1?s=48 kristarella
0
66
6c3841b9afcb4477898d4396a74024c1?s=48 kristarella
0
56
6c3841b9afcb4477898d4396a74024c1?s=48 kristarella
0
90
6c3841b9afcb4477898d4396a74024c1?s=48 kristarella
0
100
6c3841b9afcb4477898d4396a74024c1?s=48 kristarella
0
51

Other Decks in Technology

See All in Technology
Af02fa0e7eab6a7ca9da85052536e8c3?s=48 aar_nobu
0
2.8k
835671ae91e49b2637313b91dacda1db?s=48 tdys13
0
1.3k
842515eaf8fbb2dfcc75197e7797dc15?s=48 sat
1
200
457a32224e6ad774f17406984047f9ac?s=48 uuushiro
2
630
Cb06c9369832b0dcd18f10f4ee41c944?s=48 aaaaayako
0
160
8cc27471bcdeb2858fca212586a208b4?s=48 takahia1988
0
1.8k
52d9c2096956a1fd886e1abe1cdf4db2?s=48 hashitokyo
2
160
Cdf97a1b1b132c56582773c3ba09a3a6?s=48 rakus_dev
0
260
098ad475722e3697ec2fba28c8654f9f?s=48 yuhta28
1
930
842515eaf8fbb2dfcc75197e7797dc15?s=48 sat
0
200
E83ff81bc5a881c33dcff37eb160ce12?s=48 kochizufan
0
1.6k
9eca6d3a5658ef22998083a3d8e7ec44?s=48 shigeruoda
0
200

Featured

See All Featured
245cee81a9c424266e5e401d844ea881?s=48 lara
27
3.6k
C7393b7ba7ec9c8890dd77d209fbb3c9?s=48 maltzj
505
37k
Ded01cdab114abe4ec13511e4c25b9bb?s=48 andyhume
67
4.6k
Fde6c3a50ca518a909ef35c22c0ee0e4?s=48 destraynor
148
20k
6804f1775cb4babfcc3851298566fbce?s=48 tanoku
261
25k
1177e050db6bafe62885362edf6e3537?s=48 lauravandoore
19
2.6k
B83d5b590577969ee79a5ad845411a7d?s=48 ammeep
660
55k
812e1705ff0f8bc1bcf18587bde687d5?s=48 62gerente
595
210k
20bfe76b3d6105641f879fe45cfc9272?s=48 bkeepers
PRO
55
5k
9952dfcd5d338f8a8e7175c8a8f65fb5?s=48 wjessup
342
16k
5f2da528927a2ec9ba4fec2069cbc958?s=48 kneath
298
40k
64827b31aef81498662e8af4bd6d5157?s=48 jonrohan
1021
410k

Transcript

  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