Lessons learned from a year of customer support

Thoughts from a WordPress.com Happiness Engineer

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