Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

The Value of Support

322 views

Published on

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)

  • Be the first to comment

  • Be the first to like this

The Value of Support

  1. 1. The value of The biggest impact can be just a helping hand... support!
  2. 2. howdy!I’m Jim True I’m Support Lead at the Pods Framework (http://pods.io) You can find me at @jimtrue
  3. 3. origin With great power comes Great responsibility...
  4. 4. Mission Report: ● Service Expectations ● Punch List for FIXES ● TIMED Warranty Clause ● Maintenance Agreement = MAILBOX Money $$$
  5. 5. 1. Establish support policy Incorporate your policy into your Contract
  6. 6. HOURS escalation Scope channels 1. Establish support policy Incorporate your policy into your Contract HOURS escalation Scope channels
  7. 7. Help deskHelp desk
  8. 8. 2. Pick a ticket system Probably the most important Decision you make...
  9. 9. 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
  10. 10. 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/
  11. 11. 3. Learn to feel “helpless” You can’t rescue someone If you can’t “hear” them
  12. 12. listen empathize connect teach 3. Learn to feel “helpless” You can’t rescue someone If you can’t “hear” them listen empathize connect teach
  13. 13. Helping others carries its own rewards, the first of which is a return to humanity. Richard Paul Evans
  14. 14. Thank you to the Iron Yard
  15. 15. Grow Beyond Posts & Pages A Content Development Framework for WordPress http://pods.io Slack Chat on http://pods.io/chat/ #support
  16. 16. September 10-11 USF Marshall Student Center tampa.wordcamp.org

×