Not so long ago, I was working as a Head of Customer Happiness for ManageWP. It was a great job and I had awesome colleagues and a great office. However, something was missing. I needed more freedom to make a difference and I wanted to bring the concept of Customer Happiness to a whole new level. I knew that I wanted to combine my love for WordPress with my passion for Customer Happiness. I was certain that I could combine these two at Automattic. And indeed, I can. 🙂
Category: Customer Happiness
Everything you need to know about Customer Happiness. Discover how to provide stellar support!
I am super proud of the 4th Customer Happiness meetup that occurred on March 22nd! The talks were awesome and 72 people attended (which is our new record!).
Don’t miss the announcements and join the other Support Ninjas inside our meetup group! Also, in case you missed the last meetup, the links to the photos and slides & videos can be found below. Enjoy! 🐼
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GIF Your Support With LICEcap
I was always an advocate of the detailed support replies in an email/ticket – the more information you provide to your clients, the more they’ll learn about your product. Plus, it’s an email/ticket reply (it’s not live chat where you have to be extra quick!) and you can always take your time and emphasize the most important part of your reply first, which solves the clients’ problem, and then you can include any extra information and details that might assist the client further.
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Road to Happiness – Part 2
Lessons Learned as a Debt Collector
Clients lie. After a while, when you get exposed to lies so often, you start creating a nasty habit of not telling the truth. This doesn’t do any good to you professionally. Neither does it help you become more human in this crazy world today. Basically, if you lie to a client which is lying to you he will pay his bills next Monday, you haven’t accomplished what you needed – he won’t pay those bills. If you lie to someone who is not lying to you, there is a small chance you can make him pay his bills because he gets scared. However, even in that case, your conscience might not allow you to sleep well at night. It is said that when one lies, he loses a part of himself. The more one lies, the more empty he becomes. I believe in that statement and I am one of the Don Quixote(s), trying to create a world without lies. It’s hard, I have to admit, but I love every second of it.
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Road to Happiness – Part 1
I
It was a hot and sunny day. It was my first official job interview and I was quite nervous. Although I’ve already changed more than a few jobs, this was my first time to have a job interview. I was 25, still studying the Italian language at the Faculty of Philology in Belgrade, my hometown. And this was the opportunity to work in an Italian company, to put my language skills to good use for the first time! That’s what I thought I always wanted and I was extremely excited. Feeling my palms sweat, I took a look at the commission of 5 people that sat in front of me. They were all young, in their late 20s or early 30s. They asked me a bunch of questions which seemed quite simple to me and I answered without any hesitation. Afterwards, one of them started testing my Italian language skills. I thought it went quite well and overall, I believed I had left a good impression. However, I was still nervous after I left that room. I wanted that job so badly because it would be the first job tied to my profession and my passion at that time – the Italian language.