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The value of
The biggest impact can
be just a helping hand...
support!
howdy!I’m Jim True
I’m Support Lead at the Pods Framework (http://pods.io)
You can find me at @jimtrue
origin
With great power comes
Great responsibility...
Mission Report:
● Service Expectations
● Punch List for FIXES
● TIMED Warranty Clause
● Maintenance Agreement =
MAILBOX Money $$$
1.
Establish support
policy
Incorporate your policy into
your Contract
HOURS
escalation
Scope
channels
1.
Establish support
policy
Incorporate your policy into
your Contract
HOURS
escalation
Scope
channels
Help deskHelp desk
2.
Pick a ticket
system
Probably the most important
Decision you make...
crm
Canned replies
Time tracking
docs
reports
2.
Pick a ticket
system
Probably the most important
Decision you make...
crm
Canned replies
Time tracking
docs
reports
Some recommendations:
× ZenDesk (http://zendesk.com)
× HelpScout (http://helpscout.com)
× Desk.com (http://desk.com)
× FreshDesk (http://freshdesk.com)
× Awesome Support
https://wordpress.org/plugins/awesome-support/
3.
Learn to feel
“helpless”
You can’t rescue someone
If you can’t “hear” them
listen
empathize
connect
teach
3.
Learn to feel
“helpless”
You can’t rescue someone
If you can’t “hear” them
listen
empathize
connect
teach
Helping others carries its own
rewards, the first of which is
a return to humanity.
Richard Paul Evans
Thank you to the Iron Yard
Grow Beyond Posts & Pages
A Content Development Framework for WordPress
http://pods.io
Slack Chat on http://pods.io/chat/ #support
September 10-11
USF Marshall Student Center
tampa.wordcamp.org

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The Value of Support