Supporting WordPress

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WPMU DEV

3 Tips for caring for your clients and community

Technology

Supporting WordPress
Caring for your clients and community

@masonjames #wcnyc
Tuesday, January 8, 13

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 9 full-time support reps from across the globe

• Nearly 150 individual plugins and over a million downloads

@masonjames #wcnyc
Tuesday, January 8, 13

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
Tuesday, January 8, 13

Learn more!
• WPMU DEV - http://premium.wpmudev.org

• WP Valet - http://thewpvalet.com

@masonjames #wcnyc
Tuesday, January 8, 13

WordPress Support:
Communities and Clients
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
Tuesday, January 8, 13

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
Tuesday, January 8, 13

The Case for Support

@masonjames #wcnyc
Tuesday, January 8, 13

Long-term customers and
community equals
long-term revenue & legacy

f + jg = $$$
@masonjames #wcnyc
Tuesday, January 8, 13

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
Tuesday, January 8, 13

The Pulse of the Community
@masonjames #wcnyc
Tuesday, January 8, 13

Discover the persona of
your online community
Exactly who is your community?

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

@masonjames #wcnyc
Tuesday, January 8, 13

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
Tuesday, January 8, 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
Tuesday, January 8, 13

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
Tuesday, January 8, 13

The Best Tools for the Job
@masonjames #wcnyc
Tuesday, January 8, 13

REAL WordPress
Hosting
Advantages:

WordPress Updates | Backups | Security Audits

Players:
WP Engine | Page.ly | Synthesis | zippykid

@masonjames #wcnyc
Tuesday, January 8, 13

bbPress
• Native Wordpress Support Forums

BuddyPress
• Community Made Easy

@masonjames #wcnyc
Tuesday, January 8, 13

white-label support
Re-usable copy and content saves
you time!

•Screencasts
•Images
•Copy
@masonjames #wcnyc
Tuesday, January 8, 13

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
Tuesday, January 8, 13

The Importance of Metrics
@masonjames #wcnyc
Tuesday, January 8, 13

The edublogs story
• 2007: Initially totally free

• 2008: “Upgrades” - Pay if you want

• 2010: Supporter - Pay for features

• Dedicated Server Admins

• Dedicated Support Sta!

@masonjames #wcnyc
Tuesday, January 8, 13

WPMU DEV
• 2009 - Forum Support (Dev, Designer,
Community responses)

• 2010 - First Dedicated Support Sta! (ME!)

• 2012 - Q&A, 24/7 Support, Live Chats

• 7 person team located across the globe

• Focus on Community

@masonjames #wcnyc
Tuesday, January 8, 13

@masonjames #wcnyc
Tuesday, January 8, 13

Conclusion

@masonjames #wcnyc
Tuesday, January 8, 13

Ongoing support is
not optional.

It’s critical to your success.

@masonjames #wcnyc
Tuesday, January 8, 13

Happy clients = lasting business

@masonjames #wcnyc
Tuesday, January 8, 13

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
Tuesday, January 8, 13

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Supporting WordPress

1. Supporting WordPress Caring for your clients and community @masonjames #wcnyc Tuesday, January 8, 13

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 9 full-time support reps from across the globe • Nearly 150 individual plugins and over a million downloads @masonjames #wcnyc Tuesday, January 8, 13

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 Tuesday, January 8, 13

4. Learn more! • WPMU DEV - http://premium.wpmudev.org • WP Valet - http://thewpvalet.com @masonjames #wcnyc Tuesday, January 8, 13

5. WordPress Support: Communities and Clients 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 Tuesday, January 8, 13

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 Tuesday, January 8, 13

7. The Case for Support @masonjames #wcnyc Tuesday, January 8, 13

8. Long-term customers and community equals long-term revenue & legacy f + jg = $$$ @masonjames #wcnyc Tuesday, January 8, 13

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 Tuesday, January 8, 13

10. The Pulse of the Community @masonjames #wcnyc Tuesday, January 8, 13

11. Discover the persona of your online community Exactly who is your community? •Quirky/Fun •Intelligent/Thoughtful •Passionate/Energetic @masonjames #wcnyc Tuesday, January 8, 13

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 Tuesday, January 8, 13

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 Tuesday, January 8, 13

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 Tuesday, January 8, 13

15. The Best Tools for the Job @masonjames #wcnyc Tuesday, January 8, 13

17. bbPress • Native Wordpress Support Forums BuddyPress • Community Made Easy @masonjames #wcnyc Tuesday, January 8, 13

18. white-label support Re-usable copy and content saves you time! •Screencasts •Images •Copy @masonjames #wcnyc Tuesday, January 8, 13

19. 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 Tuesday, January 8, 13

20. The Importance of Metrics @masonjames #wcnyc Tuesday, January 8, 13

21. The edublogs story • 2007: Initially totally free • 2008: “Upgrades” - Pay if you want • 2010: Supporter - Pay for features • Dedicated Server Admins • Dedicated Support Sta! @masonjames #wcnyc Tuesday, January 8, 13

22. WPMU DEV • 2009 - Forum Support (Dev, Designer, Community responses) • 2010 - First Dedicated Support Sta! (ME!) • 2012 - Q&A, 24/7 Support, Live Chats • 7 person team located across the globe • Focus on Community @masonjames #wcnyc Tuesday, January 8, 13

23. @masonjames #wcnyc Tuesday, January 8, 13

24. @masonjames #wcnyc Tuesday, January 8, 13

25. Conclusion @masonjames #wcnyc Tuesday, January 8, 13

26. Ongoing support is not optional. It’s critical to your success. @masonjames #wcnyc Tuesday, January 8, 13

27. Happy clients = lasting business @masonjames #wcnyc Tuesday, January 8, 13

28. 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 Tuesday, January 8, 13

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