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Supporting Wordpress

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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

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  • Your passion becomes your community’s. A community is a living organism. Listen for the heartbeat.\n
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  • 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
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  • Practical elements. What’s out there to help you get the job done?\n
  • The two biggest WordPress players.\n
  • 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
  • Heartbeat - Projecting it across a distance\n
  • Stats aren’t just for sales. They help you gauge your support needs as well as how you’re doing\n
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  • Next up: Examples\n
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