Recently I started searching for a solution for providing live chat to WordPress users. As I already mentioned previously, I am currently working at ManageWP as a Head of Customer Happiness and we decided to implement a live chat solution to our users in order to provide a much better Customer Support.
I did a little digging and there are a lot of good services out there but one plugin was just awesome and it proved to be the best solution. The plugin name is Zopim Live Chat and I highly suggest checking it if you are in need of a live chat plugin. Zopim is a freemium solution and their official website is located at https://www.zopim.com/.
Zopim is currently in a last phase of my testing after which I will start using it. Thumbs up for the good folks from Zopim!
I’ve been with ManageWP for almost 2 years now (as a part of the Customer Happiness team) and one of many (I mean countless!) benefits I gained so far is the opportunity to check and test a lot of different hosting providers from all around the globe. There is an almost infinite number of choices you have when you are about to pick the right hosting provider for your WordPress website. I hope that this article will help at least one person with his/her decision!
All in all, I ran the majority of tests in a shared environment (which is mostly used) and in my opinion, these are the ones everybody should consider for their WordPress website:
A2 Hosting – definitely on top of my list! SSD in their machines really gives your sites some pretty serious speed boost!
Hostgator – never have I had any problems with sites hosted by them. One of the very best hosting providers out there!
Bluehost – one of the most popular hosting providers in the world!
GoDaddy – quite decent and not expensive. I hosted my own personal website there for a while.
In this article, I focused on providing the details of the experiments we conducted in our Customer Happiness team. One of them is how to capture the sentiment of a customer at the moment he/she opens a ticket and the other one was focused on making the right choice when it comes to prioritization.
As I mentioned at the end of my previous post, just as I was getting to know WordPress a little bit better, there was a job opening in ManageWP‘s Customer Support team (ManageWP was developed by the company named Devana, located in Belgrade, Serbia). My friend who already worked in this company encouraged me to give it a shot and study day and night if necessary in order to get in.
I was determined to give my best and try to earn my place. The hiring process back then (two years ago) was a piece of cake compared to the one that Devana uses nowadays but nevertheless, it was also quite difficult to get into the company. It required various sets of skills, a lot of tenacity, an iron will and a never-give-up attitude.
The first 2 weeks flew by as I was studying ManageWP and the problems which its users can encounter. I knew User Guide and FAQ like a back of my hand and I was going through all the tickets in ManageWP’s database (there were around 8 000 of them at that time). In the meanwhile, I was also improving my knowledge of PHP and WordPress and I created my first plugin!
After these 2 weeks, I started working on tickets and I felt like I became a member of ManageWP’s Customer Support team. I took over User Guide task and I completely updated and modified it. However, in order to get hired and become an equal part of the company, I had to keep improving my skills in the next three months, after which I was finally hired!
Today, after two years, Customer Support team is called Customer Happiness team and my official title in the company is Head of Customer Happiness team! How can I not be happy? 🙂