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How to Deliver Better Support for Your WordPress Business – WPCAST029

December 24, 2014

In this episode, we discuss some of the best practices and tools you can use to deliver top-notch support in your business.

http://media.blubrry.com/wpcast/p/wpcast.fm/wp-content/blogs.dir/483/files/episodes/WPCAST029.mp3

Podcast: Play in new window | Download (Duration: 28:40 — 26.3MB)

The Core

  • Point of contact:
    • Contact form (David uses, see https://fatcatapps.com/support/)
      • Use conditional fields to ask pre-qualifying questions, reduce back-and-forth emails
    • Forums
      • WordPress.org, private (example: Easy Digital Downloads)
      • More work, requires setup and moderation
    • Email (Doug’s preference for a service-based business)
      • Low friction for customers, they’re used to it
    • Social media
      • Not recommended for smaller businesses
    • Live chat
      • Getting more popular, more personal feel for customers
  • Notification:
    • Email
    • Zapier
    • Slack
  • Tools:
    • HelpScout
    • SupportBee
    • ZenDesk
  • Hiring:
    • 1st level support (non-technical)
    • Technical issues (developer)
    • Location/timezone issues
  • Best practices:
    • Improve response time
    • Etiquette
    • SOPs for standards and consistency
http://media.blubrry.com/wpcast/p/wpcast.fm/wp-content/blogs.dir/483/files/episodes/WPCAST029.mp3

Podcast: Play in new window | Download (Duration: 28:40 — 26.3MB)

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Filed Under: Podcast • Tagged With: easy digital downloads, helpscout, ninja forms, slack, support, supportbee, zapier, zendesk

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