Agenda: ● Why support is a must-have ● How you define support ● What your customers really expects ● How to meet customers’ expectation Event: WordCamp Hanoi, September 6th, 2014 Link: http://2014.hanoi.wordcamp.org/ ***Bản tiếng Việt: http://www.slideshare.net/tiendathoang/gianh-lay-su-trung-thanh-cua-khach-hang-thong-qua-ho-tro-casestudy-wpml-team

1. How to gain customers' love
and
improve WordPress products
case study on WPML support

2. Me and Company
Dat Hoang
● Community & Support
of OnTheGoSystems
● Marketing Online
OnTheGoSystems
● WPML
● Toolset plugins
● ICanLocalize

3. www.meetup.com/Saigon-WordPress

4. Agenda
● Why support is a must-have
● How you define support
● What your customers really expects
● How to meet customers’ expectation

5. Why support is a must-have
● Competitive world/market
● Customers are demanding
● It’s already a standard in WordPress
oriented businesses
● Word-of-mouth marketing
● Listening to your clients’ needs can help
you to improve the product

6. Bottom line of a good support
Source: http://blogs.salesforce.com/company/2014/04/what-is-good-customer-service.html

7. How you define support
Delivering
smiles
to
customers
Image source: http://pixabay.com/en/happy-sun-rays-shine-smile-smiley-47083/

8. What customers expect?
● As fast as possible
● Always correct
● Strictly on time
● Comfortable to communicate (native
languages)

9. Our attitude
“Our best marketing bet is to have happy
customers who renew their subscriptions year
after year, and that recommend, blog and tweet
about how great is paying for our products,
instead of using other free plugins.”
Source: the first training document for new supporters of WPML

10. Our training for excellent supporters
● Training one-by-one when joining team
○ Product features
○ Workflow
○ Proper language / Clear communication
● Training when a new version is released
● Additional intensive and specific trainings
○ Debugging
○ Coding
○ English
○ Support system

11. Our Support Team structure
● Tier 1 (front-desk team)
Collect all tickets and give the first replies
● Tier 2 (senior supporters)
Take all complicated tickets that are
escalated by Tier 1
● Tier 3 (developers):
Take care of tickets that Tier 2 escalates,
usually being bugs.

12. Our working time
● 18 hours per day
● 5 days a week
● team members
across all continents
(excepting for
Antarctica)
Image source http://wp-types.com/documentation/user-guides/map-wordpress-posts/

13. Our supporting languages
● 7 native languages
○ English
○ Spanish
○ German
○ Chinese
○ Russian
○ Portuguese
○ French

14. Our support policy
● Responsive but not too responsive
● Clear terms in support policy
What we offer in support
What we DO NOT offer in support
● Certified partners

15. Our measurement
● Statistics: the team, each individual and each
ticket

16. Our measurement
● Indicators:
○ Ratings: Great - Good - Not so good
○ Feedback when rating
○ New tickets per month
○ Average time to resolve per month
○ Resolved tickets per month

17. Our improving product(s)
● Gather feature requests
● Give trends about customers’ needs
● Gather potential bugs
● Gather incompatibility problems
● Build the product roadmap
● Prioritize development tasks

18. Others
● We promise what we (will) do
● The customers are kept up to date via email
notifications
● Our support forum is public
● Good online documentation

19. At the end of the day
● OMG!!!!! I was soooooo close! Pawel - YOU ARE A LIFESAVER!!!
Thank you so much! It works like a charm.
● Dat Hoang is customer driven, he has the necessary
competence (and most probably much more) and he SOLVED
our problem.
● Denise ha solucionado el problema a la primera. Muy
agradecidos.
● Andreas vielen vielen dank :-) :-) :-)')
● Andrey, Bсё отлично, быстро отреагировали и так-же быстро
решили.
● Bruno, Ótimo suporte!
● 多謝你們的專業支援，特別感激 Luo的協助，謝謝。

20. What’s next?
All things are great now, can we… ?
Image credit: http://www.keepcalm-o-matic.co.uk/p/keep-calm-and-stop-thinking-19/

21. Enough room for improving...
Example ideas
● Automatic search when posting a new
ticket
● Sensitive information in the public tickets
● Training and giving supporters badges in
the support forum
● Etc.

22. Discussion
Image credit: http://sweetclipart.com/diverse-people-raising-hands-968

23. Big Thanks!
Dat Hoang
Community & Support Vietnam
E: dat.h@icanlocalize.com
W: wpml.org | wp-types.com | icanlocalize.com
WordCamp Hanoi, September 6th 2014