Lessons in getting and providing support.

1. WORDPRESS SUPPORT
Lessons in getting and providing support.

2. BEST PRACTICES
• You can use to get effective support from theme
and plugin shops as a freelancer, Blogger,
Agency, Enterprise or Government.
• You can use to provide effective support to your
customers for your theme, plugin or service.
KYLE M. BROWN

3. GETTING
Best practices that you can use to get
effective support from theme and plugin
shops as a freelancer, Blogger,
Agency, Enterprise or Government.
KYLE M. BROWN

4. GETTING
• Remember, this community gave you
something
• Check the self help resources
• Help the support person help you.
KYLE M. BROWN

5. GETTING
Remember, this community gave you
something.
KYLE M. BROWN

6. GETTING
WordPress is an open source product and
anyone can use it.
Developers don’t have to provide support,
they do it because they want to so be
mindful.
You may not get anything and you do not
deserve it.
KYLE M. BROWN

7. GETTING
Check the self Help resources
KYLE M. BROWN

8. GETTING
• The WordPress Repository may have
the answer to your question.
• Check the FAQ and Support FORUM
• Check the developers personal
website.
KYLE M. BROWN

9. GETTING
Help the company help you.
KYLE M. BROWN

10. GETTING
• It’s broken
• It’s doesn’t work
• It’s crappy poor code
ALL EQUAL NO SUPPORT
KYLE M. BROWN

11. GETTING
• Update the plugin and WordPress
• Check for theme conflicts
• Screenshots
ALL EQUAL SUPPORT
KYLE M. BROWN

12. PROVIDING
Best practices that you can use to
provide effective support to your
customers for your theme, plugin or
service.
KYLE M. BROWN

13. PROVIDING
• Set your customers expectations.
• Provide self help resources.
• Collect what you need from your
customers upfront.
KYLE M. BROWN

14. PROVIDING
Set your customers expectations.
KYLE M. BROWN

15. PROVIDING
• What are your hours or operation?
POST them.
• What are your response times?
POST them.
• What are your conditions of support?
POST them.
KYLE M. BROWN

16. PROVIDING
Provide self help resources.
KYLE M. BROWN

17. PROVIDING
• Include getting started steps.
• Include FAQs.
• Includes Docs that are searchable.
KYLE M. BROWN

18. PROVIDING
Collect what you need from your
customers upfront.
KYLE M. BROWN

19. PROVIDING
• System Report, plugin version, add-ons
active
• License Key (If applicable)
• Screenshots
KYLE M. BROWN

20. RESOURCES
THEME CONFLICTS
http://wpsaas.net/wordpress-theme-and-plugin-conflicts/
SYSTEM INFO
https://wordpress.org/plugins/send-system-info/
GRAVITY FORMS - http://www.gravityforms.com/
HELPSCOUT – http://www.helpscout.net
JING - https://www.techsmith.com/jing.html
KYLE M. BROWN

21. CONTACT
Blog at http://www.Kylembrown.com
Twitter @kylmbrown
Clarity at https://clarity.fm/kyle-m-brown
Founder Chief Operating Officer at http://wpSaaS.net