Supporting Wordpress

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masonjames

Tecnologia Negócios

I’m Mason
I support WordPress
Support Team Leader, WPMU DEV
• Average 1500 unique topics (questions) per month and about
7000 posts in total.

• Team of 7 full-time support reps from across the globe
• Nearly 150 individual plugins and over a million downloads

@masonjames #wcnyc

I’m Mason
I support WordPress
CEO, WP Valet

• Let us think about WordPress so you don’t have to

• Management. Support. Peace of mind.

• You’re very own CTO

@masonjames #wcnyc

Learn more!
• WPMU DEV - http://
premium.wpmudev.org

• WP Valet - http://thewpvalet.com

@masonjames #wcnyc

WordPress
Support:
1. The Case for Support
2. The Pulse of the Community
3. The Best Tools for the Job
4. The Importance of Metrics
5. Conclusion

@masonjames #wcnyc

You must know why you are
providing support.
The ONLY reason to be involved is because
you have a passion for them and a vision for
the future.

@masonjames #wcnyc

The Case for Support

@masonjames #wcnyc

Long-term customers
and community equals
long-term revenue &
legacy

f + jg = $$$
@masonjames #wcnyc

Publicly available
support is fantastic for
business.

The content is great for search engines and a long
record of support will encourage new customers

@masonjames #wcnyc

The Pulse of the Community
@masonjames #wcnyc

Discover the persona
of your online
community
Exactly who is your community?

•Quirky/Fun
•Intelligent/Thoughtful
•Passionate/Energetic

@masonjames #wcnyc

Engage!
• Welcome new members
• Show them of ways they can be more involved
• Answer any questions in a timely fashion
Newsletters | Community Q&A Support | Social Media

@masonjames #wcnyc

Listen!
• Ask for frequent, regular feedback
• What changes can you make to better the
experience?

• Respond immediately and honestly when there is
a problem
Polls | Customer Survey | Contact Form | Social Media

@masonjames #wcnyc

Use all types of
media!
No one wants to read long blocks of text.
Use screenshots and how-to videos to explain the
most frequently encountered obstacles.

@masonjames #wcnyc

The Best Tools for the
Job @masonjames #wcnyc

bbPress
•Native Wordpress Support Forums

BuddyPress
•Community Made Easy

@masonjames #wcnyc

REAL WordPress
Hosting
Advantages:

WordPress Updates | Backups | Security Audits

Players:

WP Engine | Page.ly | Synthesis | zippykid

@masonjames #wcnyc

Ongoing Maintenance
and Plugin/Theme
Updates
• Manage WP - Update plugins/themes
across multiple installs from one
incredible dashboard with one click

• WP Remote - Update

@masonjames #wcnyc

The Importance of Metrics
@masonjames #wcnyc

The edublogs story
• 2007: Initially totally free
• 2008: “Upgrades” - Pay if you want
• 2010: Supporter - Pay for features
• Dedicated Server Admins
• Dedicated Support Staff
@masonjames #wcnyc

WPMU DEV
• 2009 - Forum Support (Dev, Designer,
Community responses)

• 2010 - First Dedicated Support Staff (ME!)
• 2012 - Q&A, 24/7 Support, Live Chats
• 7 person team located across the globe
• Focus on Community
@masonjames #wcnyc

Ongoing support is
not optional.

It’s critical to your
success.

@masonjames #wcnyc

Happy clients = lasting
business

@masonjames #wcnyc

Thanks so much!
Mason James
@masonjames
http://masonjames.com
http://premium.wpmudev.org
http://thewpvalet.com

Slides by Slideﬁx at http://slideﬁx.com

@masonjames #wcnyc

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Supporting Wordpress

1. Supporting WordPress Caring for your clients and community @masonjames #wcnyc

2. I’m Mason I support WordPress Support Team Leader, WPMU DEV • Average 1500 unique topics (questions) per month and about 7000 posts in total. • Team of 7 full-time support reps from across the globe • Nearly 150 individual plugins and over a million downloads @masonjames #wcnyc

3. I’m Mason I support WordPress CEO, WP Valet • Let us think about WordPress so you don’t have to • Management. Support. Peace of mind. • You’re very own CTO @masonjames #wcnyc

4. Learn more! • WPMU DEV - http:// premium.wpmudev.org • WP Valet - http://thewpvalet.com @masonjames #wcnyc

5. WordPress Support: 1. The Case for Support 2. The Pulse of the Community 3. The Best Tools for the Job 4. The Importance of Metrics 5. Conclusion @masonjames #wcnyc

6. You must know why you are providing support. The ONLY reason to be involved is because you have a passion for them and a vision for the future. @masonjames #wcnyc

7. The Case for Support @masonjames #wcnyc

8. Long-term customers and community equals long-term revenue & legacy f + jg = $$$ @masonjames #wcnyc

9. Publicly available support is fantastic for business. The content is great for search engines and a long record of support will encourage new customers @masonjames #wcnyc

10. The Pulse of the Community @masonjames #wcnyc

11. Discover the persona of your online community Exactly who is your community? •Quirky/Fun •Intelligent/Thoughtful •Passionate/Energetic @masonjames #wcnyc

12. Engage! • Welcome new members • Show them of ways they can be more involved • Answer any questions in a timely fashion Newsletters | Community Q&A Support | Social Media @masonjames #wcnyc

13. Listen! • Ask for frequent, regular feedback • What changes can you make to better the experience? • Respond immediately and honestly when there is a problem Polls | Customer Survey | Contact Form | Social Media @masonjames #wcnyc

14. Use all types of media! No one wants to read long blocks of text. Use screenshots and how-to videos to explain the most frequently encountered obstacles. @masonjames #wcnyc

15. The Best Tools for the Job @masonjames #wcnyc

16. bbPress •Native Wordpress Support Forums BuddyPress •Community Made Easy @masonjames #wcnyc

18. Ongoing Maintenance and Plugin/Theme Updates • Manage WP - Update plugins/themes across multiple installs from one incredible dashboard with one click • WP Remote - Update @masonjames #wcnyc

19. The Importance of Metrics @masonjames #wcnyc

20. The edublogs story • 2007: Initially totally free • 2008: “Upgrades” - Pay if you want • 2010: Supporter - Pay for features • Dedicated Server Admins • Dedicated Support Staff @masonjames #wcnyc

21. WPMU DEV • 2009 - Forum Support (Dev, Designer, Community responses) • 2010 - First Dedicated Support Staff (ME!) • 2012 - Q&A, 24/7 Support, Live Chats • 7 person team located across the globe • Focus on Community @masonjames #wcnyc

22. @masonjames #wcnyc

23. @masonjames #wcnyc

24. Conclusion @masonjames #wcnyc

25. Ongoing support is not optional. It’s critical to your success. @masonjames #wcnyc

26. Happy clients = lasting business @masonjames #wcnyc

27. Thanks so much! Mason James @masonjames http://masonjames.com http://premium.wpmudev.org http://thewpvalet.com Slides by Slideﬁx at http://slideﬁx.com @masonjames #wcnyc

Notas do Editor

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Your passion becomes your community&#x2019;s. A community is a living organism. Listen for the heartbeat.\n
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Free as in speech. not free as in beer. It&#x2019;s ok (and often a necessity) to make a profit. Community allows you to build something that is profitable and lasting.\n
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Practical elements. What&#x2019;s out there to help you get the job done?\n
The two biggest WordPress players.\n
Providing the best support means using the best solutions. Choosing the right hosting provider for your business or community is the difference between smooth sailing and late nights of pulling out hair.\n
Heartbeat - Projecting it across a distance\n
Stats aren&#x2019;t just for sales. They help you gauge your support needs as well as how you&#x2019;re doing\n
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Next up: Examples\n
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