Tag: Customer Happiness

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Customer Happiness Miscellaneous

Scheduling a Hangout or a Skype Call? Check this out!

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.

Categories
WordPress

Debugging WordPress – First Step

You’ve navigated to a certain window at the wp-admin area of your website and your site displayed a blank page. It could have been almost any page (for example, you clicked on All Posts) and I am sure that lots of WordPress users experienced this problem at least once.

Before you contact your hosting provider or a friend who is a fellow WordPress user (and it turns out that he is your best friend at that moment 😀 ), there is also some troubleshooting you can do on your own.

Continue reading “Debugging WordPress – First Step”
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Customer Happiness

In Search of a Better Support Email – part 1

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:

  • Make the email personal and let the clients know that they are communicating with a human, not the machine.

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

  • Never lie!
Continue reading “In Search of a Better Support Email – part 1”
Categories
Customer Happiness Miscellaneous WordPress

Gibbon – knowledge from the web, for the web

Gibbon

One of the best websites in the world. A free knowledge repository where you can learn almost anything web-related – whether you are into programming, marketing, design, Linux, Customer Happiness or you just want to focus on WordPress. Bookmark gibbon, you’ll discover sooner or later that it was a good decision 🙂

Categories
Customer Happiness ManageWP WordPress

Brilliant Live Chat Plugin for WordPress

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!