Supporting WordPress

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3 Tips for caring for your clients and community

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Supporting WordPress

  1. 1. Supporting WordPress Caring for your clients and community @masonjames #wcnycTuesday, January 8, 13
  2. 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 #wcnycTuesday, January 8, 13
  3. 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 #wcnycTuesday, January 8, 13
  4. 4. Learn more! • WPMU DEV - http://premium.wpmudev.org • WP Valet - http://thewpvalet.com @masonjames #wcnycTuesday, January 8, 13
  5. 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 #wcnycTuesday, January 8, 13
  6. 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 #wcnycTuesday, January 8, 13
  7. 7. The Case for Support @masonjames #wcnycTuesday, January 8, 13
  8. 8. Long-term customers and community equals long-term revenue & legacy f + jg = $$$ @masonjames #wcnycTuesday, January 8, 13
  9. 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 #wcnycTuesday, January 8, 13
  10. 10. The Pulse of the Community @masonjames #wcnycTuesday, January 8, 13
  11. 11. Discover the persona of your online community Exactly who is your community? •Quirky/Fun •Intelligent/Thoughtful •Passionate/Energetic @masonjames #wcnycTuesday, January 8, 13
  12. 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 #wcnycTuesday, January 8, 13
  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 #wcnycTuesday, January 8, 13
  14. 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 #wcnycTuesday, January 8, 13
  15. 15. The Best Tools for the Job @masonjames #wcnycTuesday, January 8, 13
  16. 16. REAL WordPress Hosting Advantages: WordPress Updates | Backups | Security Audits Players: WP Engine | Page.ly | Synthesis | zippykid @masonjames #wcnycTuesday, January 8, 13
  17. 17. bbPress • Native Wordpress Support Forums BuddyPress • Community Made Easy @masonjames #wcnycTuesday, January 8, 13
  18. 18. white-label support Re-usable copy and content saves you time! •Screencasts •Images •Copy @masonjames #wcnycTuesday, January 8, 13
  19. 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 #wcnycTuesday, January 8, 13
  20. 20. The Importance of Metrics @masonjames #wcnycTuesday, January 8, 13
  21. 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 #wcnycTuesday, January 8, 13
  22. 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 #wcnycTuesday, January 8, 13
  23. 23. @masonjames #wcnycTuesday, January 8, 13
  24. 24. @masonjames #wcnycTuesday, January 8, 13
  25. 25. Conclusion @masonjames #wcnycTuesday, January 8, 13
  26. 26. Ongoing support is not optional. It’s critical to your success. @masonjames #wcnycTuesday, January 8, 13
  27. 27. Happy clients = lasting business @masonjames #wcnycTuesday, January 8, 13
  28. 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 #wcnycTuesday, January 8, 13

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