Customer Service articles

Lessons Learned From Plugin Support


  

A year and a half ago I released my first premium WordPress plugin, Advanced Ads. It’s true that once the plugin was out, my most important task was support. Support is a crucial element that determines not only the success of the project, but also how happy everyone will be, me included.

Lessons Learned From Plugin Support

With this in mind, I constantly optimized my approach to providing support. Let me share with you what I learned. Read on to find out what I learned about support, the four sides that will help you understand each request, which fears of mine proved to be unfounded, what an efficient support system looks like and, last but not least, how to optimize support.

The post Lessons Learned From Plugin Support appeared first on Smashing Magazine.

How To Offer More Personal Customer Support Through Effective Automation


  

Robots are great for cleaning the floor and are perfect for exploring the moon. They’re just not that great at customer support. The last thing your customers want is another “We received your message” email or “Thank you for holding” recording. Robots only succeed in making customers feel like another number, a dubious accomplishment for your team. They’re the opposite of the personal touch that effective support is supposed to be all about.

How To Offer More Personal Customer Support Through Effective Automation

It’s not that robots are useless. They’re great at repetitive tasks, perfect for finding data and remembering anything you’ve ever written down. As sidekicks, robots can help offer more personalized support, doing the tedious parts of support so that you can focus on actually solving problems. You just have to give them the right job. Here’s how to find the perfect job for your robots, so that you can automate support and offer more personalized, hands-on support at the same time.

The post How To Offer More Personal Customer Support Through Effective Automation appeared first on Smashing Magazine.

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