This document provides an overview of the importance of customer support for WordPress businesses and how to provide better customer support. It discusses that customer support helps with business growth, customer retention, and generating more profits. It outlines different types of customer support like phone, chat, email, forums, and social media. Some key reasons better customer support is important are that it makes customers' lives easier, builds trust, increases customer loyalty and lifetime value. The document also provides tips for how to improve customer support such as being patient, friendly, responsive, and empathetic.

1. Support for
WordPress Business Growth
Rupok Chowdhury Protik
twitter.com/rupok | rupokify.me

2. Just a brief introduction of myself.
Who I Am
01

3. Rupok Chowdhury
Tech Support Agent, WPMU DEV
Organizer, Dhaka WordPress Meetup Chapter
twitter.com/rupok rupokify.me
02

4. Bangkok, Thailand’s capital, is a large city known for ornate shrines and vibrant street
life. Thanks for organizing WordCamp in such a beautiful city!
Beautiful Bangkok01Fact
03

5. What I’m going to discuss in this presentation. Full session
in a glimpse.
Session
Summary
04

6. Session Summary
This session will explain in details why providing “Support” is important for WordPress
Business, how better “Support” can grow your business by multiple times and provide more
customer retention, how to provide friendly and helpful “Support”, thinking from users’
viewpoint and above all, how to create a support friendly eco-system to grow your business.
05

7. What we understand by Customer Support in any Tech
Business including WordPress Business.
What Is
Customer Support
06

8. Customer Support
Wow! A Lot of Things
Really, Customer Support is connected to a lot of
things related to you business.
Customer support is a range of customer services to
assist customers in making cost effective and correct
use of a product. It includes assistance in planning,
installation, training, troubleshooting, maintenance,
upgrading, and disposal of a product.
What Is
Easy
Make
Customer’s
Life Easier
FastQuick Solution to the
Problems Customers Face
while using your Products Profit
Helps in More
Profit
Generation
Loyalty
Earn
Customer
Loyalty
G
r
O
w
Helps in
Business
Growth
he
lp
Help Your
Customer by
Solving Their
Problems
Coverage
Helps You Increase
Your Business
Worldwide
TechSpecific for
WordPress Business
We will see how
better Tech
Support can be
provided
07

9. There are actually a lot of ways to provide Customer
Support if you are willing to help your customers.
Different types of
Customer Support
08

10. Types of Customer Support
There are different ways of providing Customer Support. Here are a few of them.
You can provide
Customer Support
Over a Phone Call.
Over the
Phone
#
You can do Live
Chats with your
customers.
Live
Chat
#
You can provide
support over Emails
to your customer.
Email
Support
#
You can provide
support on a Forum
in your site.
Forum
Support
#
You can provide
Support through
Social Media sites.
Social
Media
#
You can support by
Sharing Screen from
customer.
Screen
Share
#
Knowledgebase
helps customers’ in
self support.
Knowled-
gebase
#
You can allow
customers to create
ticket with problems.
Ticket
Support
#
09

11. There is only one way of solving all customer issues in
literally just 1 minute. Can you guess?
Solve all
problems
in just 1 minute
10

12. Delete Them All
When there is no customer, there is no customer problem and absolutely no need of customer
support. But there is a little sacrifice you have to make for this. You will have to shut down the
business.
We don’t want to shut down our business, right? So definitely need to put some time and effort
for customers.
11

13. There are thousands of reasons for this. I’ll highlight just a
few important reasons.
Why Better
Customer Support
is Important
12

14. From Customers’ Viewpoint
Why Customers Think Better Customer Support is Important
13

15. They Want to Use Your
Product With Less Effort
When customers are confused about the usage or any problem they are facing with your
product(s), they don’t want to spend hours after figuring out the solution. Rather they want you
to help them in resolving the issue and make their life easier.
14

16. They Expect Somebody to
be there for them while
they are in trouble
Not every customer has same level of expertise and it’s very normal that they might face some
troubles while using your product(s). They don’t want to spend hours after figuring out how to
use your product(s) properly. Rather, they expect you to help them in using those products
when they face any difficulty.
15

17. From Company Viewpoint
Why as a Business Owner you should take Customer Support very seriously!
16

18. Effective and Quality Time
Communication with
Customers
With Less Effort
Customer Support is the best way to get some quality time from your customers. You can use
that quality time to let them know about your new products, or take their feedback. You will get
best cooperation from them when they are happy, for sure!
17

19. Customer Retention is
highly Less Expensive than
customer Acquisition
You can make an existing customer continue paying you with very less effort and expense than
acquiring new customers to pay you.
18

20. Existing customers are
more likely to pay you
than new customers
Customers who are continuing with you already have a good reason to continue with you and
have trust on you. For a new customer, you will need to earn their trust and loyalty to make
them paying you for long term.
19

21. Customers will pay more
for Better Customer
Service
For a similar product/service of your competitors, a customer is more likely to pay you more and
for long if you provide better customer service.
20

22. Better Customer Support
helps in retaining
customers longer
For customers, it’s not really easy to switch to other provider because they need enough reason
to trust a new company for paying their money. So if you can provide them better support, they
will stay with you for long and keep paying you rather than paying another company whom they
don’t trust as much as they do your company.
21

23. Build Brand Awareness
Happy Customers Spread
the Word
If customers are happy, they are more likely to tell people about the awesome experience they
had with your company. This helps in building Brand Awareness.
22

24. Word-of-Mouth is one of
the powerful kinds of
Advertisement
People trust more what they hear from their family, friends and people around them then just
some random advertisement.
23

25. Customer Support is more
Important than Price
Generally customers would love to pay you more for a product if you provide better customer
support even if your competitor has a similar product with lower price and worse customer
support then yours.
24

26. Customer Support Helps
In Market Research
You can easily know about your customers’ needs and preferences with customer support. You
can know what they think about your current products/services, what they will make your
products/services better, what new products/services they need from you.
25

27. Better Customer Support
Helps in improving
employee turnover
When employees see that the company treats their customers with very high importance, they
know that it will bring more profit and the company will go long. The employees are more likely
to stay in a reputed and stable company even if the salary is competitive.
26

28. Helps in new partnerships
and other opportunities
Whey other companies see that you treat your customers very well with awesome customer
support, they get interested to work, collaborate or join with your company.
27

29. Makes your Competition
Easier
While doing business, you are always in a competition with your competitors unless you are
doing business in a monopoly market. Better customer support makes the competition easier
for your business.
27

30. Dissatisfied Customers
Spread the word more
than Happy Customers
When customers are unhappy, they share their bad experiences more to people around them.
That gives a very negative impression about your company to many people. So to avoid this,
every business should try to make their customers happy with better customer support.
29

31. Dissatisfied Customers
Spread the word more
than Happy Customers
When customers are unhappy, they share their bad experiences more to people around them.
That gives a very negative impression about your company to many people. So to avoid this,
every business should try to make their customers happy with better customer support.
30

32. Numbers sometime represents a lot. Let’s see some
numbers.
Some
Statistics
31

33. Facebook
Relevancy
62.7%
According to DialAmerica, Facebook is most popular for
providing Customer Support over Social Media.
1
LinkedIn
Relevancy
8.50%
LinkedIn also has a significant percentage of importance
for providing Customer Support.
2
YouTube
Relevancy
10.2%
YouTube is a very powerful social media and in the Third
position for providing Customer Support.
3
Twitter
Relevancy
18.6%
Twitter is undoubtedly a very important social media for
Customer Interaction scoring the Second Position.
4
32
Source: DialAmerica

34. For Single Social Media
Twitter Support
85% SMB Users
Huge amount of companies are providing
Customer Support over Twitter.
250% Increase In
Customer Service tweet
250%
Source: Conversocial
01
According to multiple sources, customer service interaction over
Twitter has increased Two Hundred and Fifty Percent in last two
years. That gives us a partial idea about the growth of support need.
02
“85% of SMB Twitter users said that it's important that businesses
provide customer support on Twitter. That will help you develop a
good reputation and strong relationships with customers.” - Twitter
33

35. Just 5% Increase
in Customer
Retention
Unbelievable
Profit Growth
5% When the cost of serving loyal customers
falls and the volume of their purchases
rises, do relationships generate big
returns. The bottom line:
Increasing customer retention rates by
5% increases profits by 25% to 95%.
Source: Harvard Business School
34
25% to 95%
Increase in
Overall
Company Profits
25% - 95%

36. There are lots of things to consider for providing better
Customer Support. Here are a few of those.
How to Provide
Better Customer
Support
35

37. Don’t Loose Your
Patience
Patience
Try to Understand
Customers’ Need
Understand
Let Them Express
Themselves
Listen
Willingness to Help Customers
Willingness
Pinpoint the
Exact Problem
Identify
Don’t be an Alien
to Customers
Be Friendly
Accurately, Securely &
Honestly Define
Explain
Help Customers Apply
The Solution
Implement
Check Everything and Ask
Customer for Confirmation
Confirm
36

38. 1. The customer is always
right.
2. If the customer is ever
wrong, re-read rule #1.
37

39. Manage Customer
Expectation
38

40. Behave As a Human
39

41. Be Patient
40

42. Be Friendly
41

43. Put High attention
To details
42

44. Check Similar
Issues in the Past
43

45. Create Rich
Knowledgebase
44

46. Don’t Hesitate To
Apologize
45

47. Respond
Fast
46

48. Empathy is
Very Important
47

49. Customers Love
to be Rewarded
48

50. Let’s
Discuss

51. Thank
You