SlideShare a Scribd company logo
1 of 27
Download to read offline
Supporting
         WordPress
Caring for your clients and community




                            @masonjames   #wcnyc
I’m Mason
I support WordPress
Support 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
I’m Mason
I support WordPress
CEO, 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
Learn more!
• WPMU DEV - http://
  premium.wpmudev.org

• WP Valet - http://thewpvalet.com



                                     @masonjames   #wcnyc
WordPress
Support:
1. The Case for Support
2. The Pulse of the Community
3. The Best Tools for the Job
4. The Importance of Metrics
5. Conclusion


                                @masonjames   #wcnyc
You must know why you are
providing support.
The ONLY reason to be involved is because
you have a passion for them and a vision for
the future.




                                    @masonjames   #wcnyc
The Case for Support




               @masonjames   #wcnyc
Long-term customers
and community equals
long-term revenue &
legacy

 f + jg = $$$
               @masonjames   #wcnyc
Publicly available
support is fantastic for
business.

The content is great for search engines and a long
record of support will encourage new customers




                                     @masonjames   #wcnyc
The Pulse of the Community
                  @masonjames   #wcnyc
Discover the persona
of your online
community
Exactly who is your community?

•Quirky/Fun
•Intelligent/Thoughtful
•Passionate/Energetic


                                 @masonjames   #wcnyc
Engage!
• Welcome new members
• Show them of ways they can be more involved
• Answer any questions in a timely fashion
Newsletters | Community Q&A Support | Social Media




                                                     @masonjames   #wcnyc
Listen!
 • Ask for frequent, regular feedback
 • What changes can you make to better the
     experience?

 • Respond immediately and honestly when there is
     a problem
Polls | Customer Survey | Contact Form | Social Media




                                                        @masonjames   #wcnyc
Use all types of
media!
No one wants to read long blocks of text.
Use screenshots and how-to videos to explain the
most frequently encountered obstacles.




                                                   @masonjames   #wcnyc
The Best Tools for the
         Job    @masonjames   #wcnyc
bbPress
•Native Wordpress Support Forums

BuddyPress
•Community Made Easy

                   @masonjames   #wcnyc
REAL WordPress
Hosting
Advantages:

WordPress Updates | Backups | Security Audits

Players:

WP Engine | Page.ly | Synthesis | zippykid


                                     @masonjames   #wcnyc
Ongoing Maintenance
and Plugin/Theme
Updates
• Manage WP - Update plugins/themes
  across multiple installs from one
  incredible dashboard with one click

• WP Remote - Update

                                    @masonjames   #wcnyc
The Importance of Metrics
                 @masonjames   #wcnyc
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
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
@masonjames   #wcnyc
@masonjames   #wcnyc
Conclusion




             @masonjames   #wcnyc
Ongoing support is
not optional.

It’s critical to your
success.


                     @masonjames   #wcnyc
Happy clients = lasting
business




                     @masonjames   #wcnyc
Thanks so much!
Mason James
@masonjames
http://masonjames.com
http://premium.wpmudev.org
http://thewpvalet.com


Slides by Slidefix at http://slidefix.com


                                          @masonjames   #wcnyc

More Related Content

Similar to Supporting Wordpress

Supporting WordPress
Supporting WordPressSupporting WordPress
Supporting WordPressWPMU DEV
 
More (Mis)adventures in Non-profit Web Design
More (Mis)adventures in Non-profit Web DesignMore (Mis)adventures in Non-profit Web Design
More (Mis)adventures in Non-profit Web DesignMelodie Laylor
 
Social Change Anytime Everywhere: Best Practices to Build a Multichannel Camp...
Social Change Anytime Everywhere: Best Practices to Build a Multichannel Camp...Social Change Anytime Everywhere: Best Practices to Build a Multichannel Camp...
Social Change Anytime Everywhere: Best Practices to Build a Multichannel Camp...4Good.org
 
Webinar: Experts Weigh in on the State of WordPress for 2017
Webinar: Experts Weigh in on the State of WordPress for 2017Webinar: Experts Weigh in on the State of WordPress for 2017
Webinar: Experts Weigh in on the State of WordPress for 2017WP Engine
 
DIY Community Engagement Metrics
DIY Community Engagement MetricsDIY Community Engagement Metrics
DIY Community Engagement Metrics4Good.org
 
Winning Webinar Strategies for Growing Your Small Business
Winning Webinar Strategies for Growing Your Small BusinessWinning Webinar Strategies for Growing Your Small Business
Winning Webinar Strategies for Growing Your Small BusinessAnyMeeting, Inc.
 
Telling your visual story
Telling your visual storyTelling your visual story
Telling your visual storyVolunteerMatch
 
The Recipe for a Dynamite Nonprofit WordPress Website
The Recipe for a Dynamite Nonprofit WordPress WebsiteThe Recipe for a Dynamite Nonprofit WordPress Website
The Recipe for a Dynamite Nonprofit WordPress WebsiteAndrew Stitt, MBA
 
Living Online: The WordPress Resume
Living Online: The WordPress ResumeLiving Online: The WordPress Resume
Living Online: The WordPress ResumeChristopher Spencer
 
Social Media and Volunteer Engagement
Social Media and Volunteer EngagementSocial Media and Volunteer Engagement
Social Media and Volunteer EngagementVolunteerMatch
 
Arts barge presentation group 4
Arts barge presentation group 4Arts barge presentation group 4
Arts barge presentation group 4meganomearaa
 
"Community College": Social Support Strategies
"Community College": Social Support Strategies"Community College": Social Support Strategies
"Community College": Social Support StrategiesGet Satisfaction
 
Social Media Workshop: Get Ready for 2020
Social Media Workshop: Get Ready for 2020Social Media Workshop: Get Ready for 2020
Social Media Workshop: Get Ready for 2020Chris Snider
 
Digital Media in Building Trades Organizing
Digital Media in Building Trades Organizing Digital Media in Building Trades Organizing
Digital Media in Building Trades Organizing Alex Hogan
 
Social Media & Creating Impactful Recruitment Messages
Social Media & Creating Impactful Recruitment MessagesSocial Media & Creating Impactful Recruitment Messages
Social Media & Creating Impactful Recruitment MessagesVolunteerMatch
 
WordCamp St Louis 2018 Contributing Without Coding
WordCamp St Louis 2018 Contributing Without CodingWordCamp St Louis 2018 Contributing Without Coding
WordCamp St Louis 2018 Contributing Without CodingMichele Butcher-Jones
 
NIBAA, leergang strategisch brandmanagement - merken en social media - novemb...
NIBAA, leergang strategisch brandmanagement - merken en social media - novemb...NIBAA, leergang strategisch brandmanagement - merken en social media - novemb...
NIBAA, leergang strategisch brandmanagement - merken en social media - novemb...Paul Blok
 
Putting personas to work - University of Edinburgh Website Programme
Putting personas to work - University of Edinburgh Website ProgrammePutting personas to work - University of Edinburgh Website Programme
Putting personas to work - University of Edinburgh Website ProgrammeNeil Allison
 
Making Social Media work in and for the NHS
Making Social Media work in and for the NHSMaking Social Media work in and for the NHS
Making Social Media work in and for the NHSJoe McCrea
 
Building support for homeless young people - Small charities communications c...
Building support for homeless young people - Small charities communications c...Building support for homeless young people - Small charities communications c...
Building support for homeless young people - Small charities communications c...CharityComms
 

Similar to Supporting Wordpress (20)

Supporting WordPress
Supporting WordPressSupporting WordPress
Supporting WordPress
 
More (Mis)adventures in Non-profit Web Design
More (Mis)adventures in Non-profit Web DesignMore (Mis)adventures in Non-profit Web Design
More (Mis)adventures in Non-profit Web Design
 
Social Change Anytime Everywhere: Best Practices to Build a Multichannel Camp...
Social Change Anytime Everywhere: Best Practices to Build a Multichannel Camp...Social Change Anytime Everywhere: Best Practices to Build a Multichannel Camp...
Social Change Anytime Everywhere: Best Practices to Build a Multichannel Camp...
 
Webinar: Experts Weigh in on the State of WordPress for 2017
Webinar: Experts Weigh in on the State of WordPress for 2017Webinar: Experts Weigh in on the State of WordPress for 2017
Webinar: Experts Weigh in on the State of WordPress for 2017
 
DIY Community Engagement Metrics
DIY Community Engagement MetricsDIY Community Engagement Metrics
DIY Community Engagement Metrics
 
Winning Webinar Strategies for Growing Your Small Business
Winning Webinar Strategies for Growing Your Small BusinessWinning Webinar Strategies for Growing Your Small Business
Winning Webinar Strategies for Growing Your Small Business
 
Telling your visual story
Telling your visual storyTelling your visual story
Telling your visual story
 
The Recipe for a Dynamite Nonprofit WordPress Website
The Recipe for a Dynamite Nonprofit WordPress WebsiteThe Recipe for a Dynamite Nonprofit WordPress Website
The Recipe for a Dynamite Nonprofit WordPress Website
 
Living Online: The WordPress Resume
Living Online: The WordPress ResumeLiving Online: The WordPress Resume
Living Online: The WordPress Resume
 
Social Media and Volunteer Engagement
Social Media and Volunteer EngagementSocial Media and Volunteer Engagement
Social Media and Volunteer Engagement
 
Arts barge presentation group 4
Arts barge presentation group 4Arts barge presentation group 4
Arts barge presentation group 4
 
"Community College": Social Support Strategies
"Community College": Social Support Strategies"Community College": Social Support Strategies
"Community College": Social Support Strategies
 
Social Media Workshop: Get Ready for 2020
Social Media Workshop: Get Ready for 2020Social Media Workshop: Get Ready for 2020
Social Media Workshop: Get Ready for 2020
 
Digital Media in Building Trades Organizing
Digital Media in Building Trades Organizing Digital Media in Building Trades Organizing
Digital Media in Building Trades Organizing
 
Social Media & Creating Impactful Recruitment Messages
Social Media & Creating Impactful Recruitment MessagesSocial Media & Creating Impactful Recruitment Messages
Social Media & Creating Impactful Recruitment Messages
 
WordCamp St Louis 2018 Contributing Without Coding
WordCamp St Louis 2018 Contributing Without CodingWordCamp St Louis 2018 Contributing Without Coding
WordCamp St Louis 2018 Contributing Without Coding
 
NIBAA, leergang strategisch brandmanagement - merken en social media - novemb...
NIBAA, leergang strategisch brandmanagement - merken en social media - novemb...NIBAA, leergang strategisch brandmanagement - merken en social media - novemb...
NIBAA, leergang strategisch brandmanagement - merken en social media - novemb...
 
Putting personas to work - University of Edinburgh Website Programme
Putting personas to work - University of Edinburgh Website ProgrammePutting personas to work - University of Edinburgh Website Programme
Putting personas to work - University of Edinburgh Website Programme
 
Making Social Media work in and for the NHS
Making Social Media work in and for the NHSMaking Social Media work in and for the NHS
Making Social Media work in and for the NHS
 
Building support for homeless young people - Small charities communications c...
Building support for homeless young people - Small charities communications c...Building support for homeless young people - Small charities communications c...
Building support for homeless young people - Small charities communications c...
 

Recently uploaded

All These Sophisticated Attacks, Can We Really Detect Them - PDF
All These Sophisticated Attacks, Can We Really Detect Them - PDFAll These Sophisticated Attacks, Can We Really Detect Them - PDF
All These Sophisticated Attacks, Can We Really Detect Them - PDFMichael Gough
 
A Framework for Development in the AI Age
A Framework for Development in the AI AgeA Framework for Development in the AI Age
A Framework for Development in the AI AgeCprime
 
Landscape Catalogue 2024 Australia-1.pdf
Landscape Catalogue 2024 Australia-1.pdfLandscape Catalogue 2024 Australia-1.pdf
Landscape Catalogue 2024 Australia-1.pdfAarwolf Industries LLC
 
Bridging Between CAD & GIS: 6 Ways to Automate Your Data Integration
Bridging Between CAD & GIS:  6 Ways to Automate Your Data IntegrationBridging Between CAD & GIS:  6 Ways to Automate Your Data Integration
Bridging Between CAD & GIS: 6 Ways to Automate Your Data Integrationmarketing932765
 
Connecting the Dots for Information Discovery.pdf
Connecting the Dots for Information Discovery.pdfConnecting the Dots for Information Discovery.pdf
Connecting the Dots for Information Discovery.pdfNeo4j
 
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotesMuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotesManik S Magar
 
Infrared simulation and processing on Nvidia platforms
Infrared simulation and processing on Nvidia platformsInfrared simulation and processing on Nvidia platforms
Infrared simulation and processing on Nvidia platformsYoss Cohen
 
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...BookNet Canada
 
JET Technology Labs White Paper for Virtualized Security and Encryption Techn...
JET Technology Labs White Paper for Virtualized Security and Encryption Techn...JET Technology Labs White Paper for Virtualized Security and Encryption Techn...
JET Technology Labs White Paper for Virtualized Security and Encryption Techn...amber724300
 
2024 April Patch Tuesday
2024 April Patch Tuesday2024 April Patch Tuesday
2024 April Patch TuesdayIvanti
 
Testing tools and AI - ideas what to try with some tool examples
Testing tools and AI - ideas what to try with some tool examplesTesting tools and AI - ideas what to try with some tool examples
Testing tools and AI - ideas what to try with some tool examplesKari Kakkonen
 
Generative AI - Gitex v1Generative AI - Gitex v1.pptx
Generative AI - Gitex v1Generative AI - Gitex v1.pptxGenerative AI - Gitex v1Generative AI - Gitex v1.pptx
Generative AI - Gitex v1Generative AI - Gitex v1.pptxfnnc6jmgwh
 
A Glance At The Java Performance Toolbox
A Glance At The Java Performance ToolboxA Glance At The Java Performance Toolbox
A Glance At The Java Performance ToolboxAna-Maria Mihalceanu
 
Abdul Kader Baba- Managing Cybersecurity Risks and Compliance Requirements i...
Abdul Kader Baba- Managing Cybersecurity Risks  and Compliance Requirements i...Abdul Kader Baba- Managing Cybersecurity Risks  and Compliance Requirements i...
Abdul Kader Baba- Managing Cybersecurity Risks and Compliance Requirements i...itnewsafrica
 
QMMS Lesson 2 - Using MS Excel Formula.pdf
QMMS Lesson 2 - Using MS Excel Formula.pdfQMMS Lesson 2 - Using MS Excel Formula.pdf
QMMS Lesson 2 - Using MS Excel Formula.pdfROWELL MARQUINA
 
React JS; all concepts. Contains React Features, JSX, functional & Class comp...
React JS; all concepts. Contains React Features, JSX, functional & Class comp...React JS; all concepts. Contains React Features, JSX, functional & Class comp...
React JS; all concepts. Contains React Features, JSX, functional & Class comp...Karmanjay Verma
 
Glenn Lazarus- Why Your Observability Strategy Needs Security Observability
Glenn Lazarus- Why Your Observability Strategy Needs Security ObservabilityGlenn Lazarus- Why Your Observability Strategy Needs Security Observability
Glenn Lazarus- Why Your Observability Strategy Needs Security Observabilityitnewsafrica
 
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...Wes McKinney
 
Manual 508 Accessibility Compliance Audit
Manual 508 Accessibility Compliance AuditManual 508 Accessibility Compliance Audit
Manual 508 Accessibility Compliance AuditSkynet Technologies
 

Recently uploaded (20)

All These Sophisticated Attacks, Can We Really Detect Them - PDF
All These Sophisticated Attacks, Can We Really Detect Them - PDFAll These Sophisticated Attacks, Can We Really Detect Them - PDF
All These Sophisticated Attacks, Can We Really Detect Them - PDF
 
A Framework for Development in the AI Age
A Framework for Development in the AI AgeA Framework for Development in the AI Age
A Framework for Development in the AI Age
 
Landscape Catalogue 2024 Australia-1.pdf
Landscape Catalogue 2024 Australia-1.pdfLandscape Catalogue 2024 Australia-1.pdf
Landscape Catalogue 2024 Australia-1.pdf
 
How Tech Giants Cut Corners to Harvest Data for A.I.
How Tech Giants Cut Corners to Harvest Data for A.I.How Tech Giants Cut Corners to Harvest Data for A.I.
How Tech Giants Cut Corners to Harvest Data for A.I.
 
Bridging Between CAD & GIS: 6 Ways to Automate Your Data Integration
Bridging Between CAD & GIS:  6 Ways to Automate Your Data IntegrationBridging Between CAD & GIS:  6 Ways to Automate Your Data Integration
Bridging Between CAD & GIS: 6 Ways to Automate Your Data Integration
 
Connecting the Dots for Information Discovery.pdf
Connecting the Dots for Information Discovery.pdfConnecting the Dots for Information Discovery.pdf
Connecting the Dots for Information Discovery.pdf
 
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotesMuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
 
Infrared simulation and processing on Nvidia platforms
Infrared simulation and processing on Nvidia platformsInfrared simulation and processing on Nvidia platforms
Infrared simulation and processing on Nvidia platforms
 
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...
 
JET Technology Labs White Paper for Virtualized Security and Encryption Techn...
JET Technology Labs White Paper for Virtualized Security and Encryption Techn...JET Technology Labs White Paper for Virtualized Security and Encryption Techn...
JET Technology Labs White Paper for Virtualized Security and Encryption Techn...
 
2024 April Patch Tuesday
2024 April Patch Tuesday2024 April Patch Tuesday
2024 April Patch Tuesday
 
Testing tools and AI - ideas what to try with some tool examples
Testing tools and AI - ideas what to try with some tool examplesTesting tools and AI - ideas what to try with some tool examples
Testing tools and AI - ideas what to try with some tool examples
 
Generative AI - Gitex v1Generative AI - Gitex v1.pptx
Generative AI - Gitex v1Generative AI - Gitex v1.pptxGenerative AI - Gitex v1Generative AI - Gitex v1.pptx
Generative AI - Gitex v1Generative AI - Gitex v1.pptx
 
A Glance At The Java Performance Toolbox
A Glance At The Java Performance ToolboxA Glance At The Java Performance Toolbox
A Glance At The Java Performance Toolbox
 
Abdul Kader Baba- Managing Cybersecurity Risks and Compliance Requirements i...
Abdul Kader Baba- Managing Cybersecurity Risks  and Compliance Requirements i...Abdul Kader Baba- Managing Cybersecurity Risks  and Compliance Requirements i...
Abdul Kader Baba- Managing Cybersecurity Risks and Compliance Requirements i...
 
QMMS Lesson 2 - Using MS Excel Formula.pdf
QMMS Lesson 2 - Using MS Excel Formula.pdfQMMS Lesson 2 - Using MS Excel Formula.pdf
QMMS Lesson 2 - Using MS Excel Formula.pdf
 
React JS; all concepts. Contains React Features, JSX, functional & Class comp...
React JS; all concepts. Contains React Features, JSX, functional & Class comp...React JS; all concepts. Contains React Features, JSX, functional & Class comp...
React JS; all concepts. Contains React Features, JSX, functional & Class comp...
 
Glenn Lazarus- Why Your Observability Strategy Needs Security Observability
Glenn Lazarus- Why Your Observability Strategy Needs Security ObservabilityGlenn Lazarus- Why Your Observability Strategy Needs Security Observability
Glenn Lazarus- Why Your Observability Strategy Needs Security Observability
 
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...
 
Manual 508 Accessibility Compliance Audit
Manual 508 Accessibility Compliance AuditManual 508 Accessibility Compliance Audit
Manual 508 Accessibility Compliance Audit
 

Supporting Wordpress

  • 1. Supporting WordPress Caring for your clients and community @masonjames #wcnyc
  • 2. I’m Mason I support WordPress Support 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 Mason I support WordPress CEO, 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:// premium.wpmudev.org • WP Valet - http://thewpvalet.com @masonjames #wcnyc
  • 5. WordPress Support: 1. The Case for Support 2. The Pulse of the Community 3. The Best Tools for the Job 4. The Importance of Metrics 5. Conclusion @masonjames #wcnyc
  • 6. You must know why you are providing support. The ONLY reason to be involved is because you have a passion for them and a vision for the future. @masonjames #wcnyc
  • 7. The Case for Support @masonjames #wcnyc
  • 8. Long-term customers and community equals long-term revenue & legacy f + jg = $$$ @masonjames #wcnyc
  • 9. Publicly available support is fantastic for business. The content is great for search engines and a long record of support will encourage new customers @masonjames #wcnyc
  • 10. The Pulse of the Community @masonjames #wcnyc
  • 11. Discover the persona of your online community Exactly 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 fashion Newsletters | 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 problem Polls | Customer Survey | Contact Form | Social Media @masonjames #wcnyc
  • 14. Use all types of media! No one wants to read long blocks of text. Use screenshots and how-to videos to explain the most frequently encountered obstacles. @masonjames #wcnyc
  • 15. The Best Tools for the Job @masonjames #wcnyc
  • 16. bbPress •Native Wordpress Support Forums BuddyPress •Community Made Easy @masonjames #wcnyc
  • 17. REAL WordPress Hosting Advantages: WordPress Updates | Backups | Security Audits Players: WP Engine | Page.ly | Synthesis | zippykid @masonjames #wcnyc
  • 18. Ongoing Maintenance and Plugin/Theme Updates • 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 is not optional. It’s critical to your success. @masonjames #wcnyc
  • 26. Happy clients = lasting business @masonjames #wcnyc
  • 27. Thanks so much! Mason James @masonjames http://masonjames.com http://premium.wpmudev.org http://thewpvalet.com Slides by Slidefix at http://slidefix.com @masonjames #wcnyc

Editor's Notes

  1. \n
  2. \n
  3. \n
  4. \n
  5. \n
  6. Your passion becomes your community’s. A community is a living organism. Listen for the heartbeat.\n
  7. \n
  8. Free as in speech. not free as in beer. It’s ok (and often a necessity) to make a profit. Community allows you to build something that is profitable and lasting.\n
  9. \n
  10. \n
  11. \n
  12. \n
  13. \n
  14. \n
  15. Practical elements. What’s out there to help you get the job done?\n
  16. The two biggest WordPress players.\n
  17. Providing the best support means using the best solutions. Choosing the right hosting provider for your business or community is the difference between smooth sailing and late nights of pulling out hair.\n
  18. Heartbeat - Projecting it across a distance\n
  19. Stats aren’t just for sales. They help you gauge your support needs as well as how you’re doing\n
  20. \n
  21. Next up: Examples\n
  22. \n
  23. \n
  24. \n
  25. \n
  26. \n
  27. \n