How to Deliver Better Support for Your WordPress Business – WPCAST029

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

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