Everything you need to know about Customer Happiness. Discover how to provide stellar support!
Ever missed to take a look at a mention of your company on the web? I bet you did! We all did 🙂
That’s when we at ManageWP started using Mention – an awesome application which allows you to monitor the web and react quickly when your company’s name (or a keyword(s) you are monitoring) get mentioned on the web. This is specifically useful in the Customer Happiness department!
Once you start using Mention, you will wonder how and why you were working without it for such a long time.
Some time ago, I realized that there are a bunch of meetups and conferences all over the world about WordPress, PHP, Javascript and other web-related technologies but there are just a few Customer Support meetups.
By providing support for ManageWP, I realized how important Customer Service actually is and how much every business depends on it. That is the reason why I’m organizing the first Customer Happiness meetup in Belgrade, my hometown.
The meetup will take place in our office on 3rd July and everybody who understands or wishes to understand what Customer Service is really about is welcome.
Check the link below for more information. See you soon!
While you are updating your plugins, themes or WordPress core itself, your site will be in maintenance mode. WordPress does this by default and it is a safe and recommended way to update your website. After the updates are done, WordPress will automatically remove the maintenance mode.
However, in some cases, even though the updates have been performed successfully, your website will still be stuck in maintenance mode. By going to your homepage, you’ll see something like this:
No need to worry, just log into the FTP of your site (by using an FTP client like Filezilla), and delete the .maintenance file. Your site will be up again in no time!
Have you ever tried scheduling a call with a client on the other side of the world? Calculate the time difference between your cities and then get in touch with the client for confirmation. Easy as pie! However, you can save time and create a more professional approach by using Worldtimebuddy!
Just enter yours and your client’s cities. The system calculates the difference and provides a nice table view with a link which you can send to your client. Awesome, right?! I used this software the most while I was working as the Head of Customer Happiness department at ManageWP, the company that built an awesome plugin for managing multiple WordPress websites.
If you are a Customer Service agent, it is likely that you respond to dozens or even hundreds of emails per day. And these are not ordinary emails that pile up in your inbox, on the contrary, you are in a direct communication with your clients and you are representing your company. The impression you make will directly impact the company’s brand, i.e. you are accountable for representing your company in the best possible light.
There are a couple of rules I follow when it comes to writing a support email:
Spare your clients templates and predefined replies. No need for that, I bet the clients will appreciate if they realized you took time to write your reply. And they will appreciate it even more if you take a personal approach and empathize with them. I guarantee that!
Bad example – Greetings, $client. I have read and understood your ticket. I will contact you again once I find the right solution. Best regards
Good example – Hi, $client! Thank you for using our app! The issue you reported seems a bit more complex than I expected and I will have to investigate everything thoroughly. I’ll get back to you as soon as possible! Thank you for your patience! Best
