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Customer Support: Turning your Nightmare into a Growth Engine
Talk delivered at WCEU in Berlin, June 2019. Your customers are your greatest asset. Helping them to be successful with your product/service should be a primary concern for your business. This talk explains how you can deliver excellent customer support by creating a framework that works for your customers AND for you. Define how you want to offer support, set clear expectation about what you can provide, and guide your customers along their way.
Customer Support: Turning your Nightmare into a Growth Engine
- 1. Customer Support: Turning yournightmare into a growth engine Valentina Thörner (@valedeoro) WooCommerce Support Lead @ Automattic vale.pro/DistanceBook
- 2. DON’T TALK TOME DON’T TALK TO ME DON’T TALK TO ME DON’T TALK TO ME DON’T TALK TO ME Ostrich syndrome @valedeoro
- 3. Just a moment,... Of course, ... Certainly, ... I am sure we can... Octopus syndrome @valedeoro
- 4. 3 realities youneed to face @valedeoro
- 5.
- 6. They pay you! Letme repeat that: Ka-Ching! @valedeoro
- 7. They have questions! Andyou probably have the answer. @valedeoro
- 8. 3 decisions tomake YOUR life easier @valedeoro
- 9. Contact avenues Less ismore ● Forum support? For everyone? For paying customers? ● Email/ticket system? ● Whatsapp/Telegram? ● Slack community? ● Facebook group? ● Twitter account? ● Livechat? ● Telephone support? @valedeoro
- 10. Expectations Time, energy, availability ●FRT/SLA ● Weekday/Weekend support? ● Business hours or 24/7? ● Knowledge base redirect? ● Tiered support? @valedeoro
- 11. Request types Not allrequests are created equal ● Bugs ● Basic configurations ● Edge cases ● Customization requests ● Refunds ● Feature requests ● ... @valedeoro
- 12. 3 ways toset clients up for success @valedeoro
- 13. Self-support Standard answers tofrequent requests ● Setup wizard ● JITM ● Email automizations ● Documentation ● ... @valedeoro
- 14. Standardized support Similar answers forsimilar requests ● Automated answers ● Snippets ● Macros ● Forum support visible to everyone ● … @valedeoro
- 15. Personalized support (Almost) unique answersfor specific questions ● Tickets ● Livechat ● (Forum) ● Messaging apps ● Phone support ● ... @valedeoro
- 16. 3 steps towardsyour strategy
- 17. Accept reality >> Makea list of all requests received in the past 3 months @valedeoro
- 18. Design your vision >>Analyze your list, cluster the topics >> Decide what kind of support to offer for each type of topic @valedeoro
- 19. Guide your customer >>Redesign your website to guide your client where they need to go @valedeoro
- 20. Example: getting helpat wp.com @valedeoro
- 21. Guiding the customer- WordPress.com @valedeoro
- 22. Guiding the customer- WordPress.com @valedeoro
- 23. Guiding the customer- WordPress.com @valedeoro
- 24. Tl;dr Allow your clientto find the help they need within the boundaries that you’ve defined. @valedeoro
- 25.