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Supporting Wordpress


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Published in: Technology, Business

Supporting Wordpress

  1. Supporting WordPressCaring for your clients and community @masonjames #wcnyc
  2. I’m MasonI support WordPressSupport Team Leader, WPMU DEV• Average 1500 unique topics (questions) per month and about 7000 posts in total.• Team of 7 full-time support reps from across the globe• Nearly 150 individual plugins and over a million downloads @masonjames #wcnyc
  3. I’m MasonI support WordPressCEO, WP Valet• Let us think about WordPress so you don’t have to• Management. Support. Peace of mind.• You’re very own CTO @masonjames #wcnyc
  4. Learn more!• WPMU DEV - http://• WP Valet - @masonjames #wcnyc
  5. WordPressSupport:1. The Case for Support2. The Pulse of the Community3. The Best Tools for the Job4. The Importance of Metrics5. Conclusion @masonjames #wcnyc
  6. You must know why you areproviding support.The ONLY reason to be involved is becauseyou have a passion for them and a vision forthe future. @masonjames #wcnyc
  7. The Case for Support @masonjames #wcnyc
  8. Long-term customersand community equalslong-term revenue &legacy f + jg = $$$ @masonjames #wcnyc
  9. Publicly availablesupport is fantastic forbusiness.The content is great for search engines and a longrecord of support will encourage new customers @masonjames #wcnyc
  10. The Pulse of the Community @masonjames #wcnyc
  11. Discover the personaof your onlinecommunityExactly who is your community?•Quirky/Fun•Intelligent/Thoughtful•Passionate/Energetic @masonjames #wcnyc
  12. Engage!• Welcome new members• Show them of ways they can be more involved• Answer any questions in a timely fashionNewsletters | Community Q&A Support | Social Media @masonjames #wcnyc
  13. Listen! • Ask for frequent, regular feedback • What changes can you make to better the experience? • Respond immediately and honestly when there is a problemPolls | Customer Survey | Contact Form | Social Media @masonjames #wcnyc
  14. Use all types ofmedia!No one wants to read long blocks of text.Use screenshots and how-to videos to explain themost frequently encountered obstacles. @masonjames #wcnyc
  15. The Best Tools for the Job @masonjames #wcnyc
  16. bbPress•Native Wordpress Support ForumsBuddyPress•Community Made Easy @masonjames #wcnyc
  17. REAL WordPressHostingAdvantages:WordPress Updates | Backups | Security AuditsPlayers:WP Engine | | Synthesis | zippykid @masonjames #wcnyc
  18. Ongoing Maintenanceand Plugin/ThemeUpdates• Manage WP - Update plugins/themes across multiple installs from one incredible dashboard with one click• WP Remote - Update @masonjames #wcnyc
  19. The Importance of Metrics @masonjames #wcnyc
  20. The edublogs story• 2007: Initially totally free• 2008: “Upgrades” - Pay if you want• 2010: Supporter - Pay for features • Dedicated Server Admins • Dedicated Support Staff @masonjames #wcnyc
  21. WPMU DEV• 2009 - Forum Support (Dev, Designer, Community responses)• 2010 - First Dedicated Support Staff (ME!)• 2012 - Q&A, 24/7 Support, Live Chats • 7 person team located across the globe • Focus on Community @masonjames #wcnyc
  22. @masonjames #wcnyc
  23. @masonjames #wcnyc
  24. Conclusion @masonjames #wcnyc
  25. Ongoing support isnot optional.It’s critical to yoursuccess. @masonjames #wcnyc
  26. Happy clients = lastingbusiness @masonjames #wcnyc
  27. Thanks so much!Mason James@masonjameshttp://masonjames.comhttp://premium.wpmudev.orghttp://thewpvalet.comSlides by Slidefix at @masonjames #wcnyc