#324: How can we help you better?

Chris and Marie talk about customer support. If you’re a regular listener of this show, you’ll remember that we’ve had a lot of success with customer support over the last year, the point that our volume of direct support is rather low. That’ll happen when you fix every major problem that comes up. But it also means that we have some space to do better! It’s a big bummer when we have a customer leave when they never reach out at all to get a hand from us on whatever they might need. It leaves us thinking… what else can we do? Can we help you with anything? We’ve been trying a handful of things to get better data and answers to these kind of questions.

And that Call-To-Action: If we can do anything to help you, hit us up.

Time Jumps

01:17 Support volume is low

05:54 Having support available and improving error messages

08:13 Support levels from Pro vs free members

10:43 Sponsor: Automattic

12:30 The perks of Pro support

16:53 Evaluating support with a WordPress plugin

20:24 Community supporting each other

24:35 Contextual support

Sponsor: WooCommerce + MailPoet = Paid Newsletter Subscriptions!

WooCommerce is the premier eCommerce plugin for WordPress. MailPoet brings a fancy email builder right into WordPress. Combine the two and you get more than power of them individually. For one thing, you get extra powerful eCommerce email abilities — things like abandoned cart emails. Better, you can combine them to make a paid subscription newsletter, but powered by your own site!

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