The Value of Support
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The Value of Support
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Whether you're providing a service in your freelance business or developing a new WordPress plugin or phone App, support is a necessary "hidden" cost to that work you do and needs to be calculated into the price you set for your services or your products. Some fail to realize that Support also has intrinsic value. The better support processes you have in place, the more your clients will be happy with your work after the 'get the product home'. Happy clients means good referrals and more happy clients, it's also the key to returning clients. We'll talk about the following at this discussion: • Identifying your Support Channels and putting processes around them to make sure they work efficiently • Calculating Support Cost and Value and pricing accordingly • Review of some well established Support tools and frameworks out in the marketplace (many of them free)
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The Value of Support
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- 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