CategoryCustomer Service

June 30, 2016 — Support is a crucial element that determines not only the success of the project, but also how happy everyone will be, me included. Thomas Maier constantly optimized his approach to providing support. In this article, he will share with you what he learned. When you welcome people to the community with a helpful and positive reply, you not only help them fix their issue, but strengthen the community as a whole. After all, the foundation of WordPress is communication. Read more…

May 2, 2016 — Robots only succeed in making customers feel like another number, a dubious accomplishment for your team. They’re the opposite of the personal touch that effective support is supposed to be all about. It’s not that robots are useless. They’re great at repetitive tasks, perfect for finding data and remembering anything you’ve ever written down. You just have to give them the right job. In this article, Matthew Guay will show you how to find the perfect job for your robots, so that you can automate support and offer more personalized, hands-on support at the same time. Read more…

January 16, 2015 — Today, Brian Casel is proud to own and operate a business that does not revolve around billing for time. Instead of writing proposals and taking on client work to pay the bills, he’s building an asset that grows in value year after year. In this article, Brian will share five key lessons he learned from making this transition. He’ll share the story of how he iterated and improved the business because of them. His goal here is to show you that you can still find success by doing a lot of things wrong. That’s how you level up from freelancing to owning a thriving, growing business. Read more…

January 16, 2015 — Storytelling is not just a tool to engage users. It is also a powerful way to teach organizations more about their customers. Most organizations are reasonably good at gathering data on their users. But data often fails to communicate the frustrations and experiences of customers. A story can do that, and one of the best storytelling tools in business is the customer journey map. Think of the customer journey map as a poster pinned to the office wall. At a glance, people should be able to see the key touchpoints that a user passes through. It should remind them that the customer’s needs must always be at the forefront of their thinking. Read more…

January 25, 2012 — We often hear companies, including Web agencies, boast about how they provide exceptional client service. But how do they define exceptional? Consider this scenario. You are hired to design and develop a new website for a retail client. The client loves the design, and the pages you develop use the latest in HTML5, CSS3 and responsive design, resulting in a website that works wonderfully across browsers and devices. Read more…

December 8, 2011 — If you like the idea of being your own boss (I certainly do), chances are you get the itch sometimes to create your own product  — a product whose direction you control, that you do not have to compromise on with someone else, and whose fruits you get to fully enjoy, instead of being paid by the hour or a flat rate. It could be a Web service, a WordPress plugin or a desktop application, but the core problem is the same: how do you pick an idea that will succeed? Read more…

October 10, 2011 — In this post, Rachel Andrew explains ways to minimize support requests and the time spent in dealing with them. Don’t underestimate the importance of support! Read more…

August 17, 2010 — In a recession, companies go one of two ways: either they become the cautious cat, adopting a wait-and-see attitude, spending carefully on their marketing and less overall, cutting back, or they become the ferocious lion, bold, taking advantage of their competitors’ caution to seize opportunities in the tough market. Read more…