Gaining Customer Loyalty through Support

A Case Study on WPML Team

Dat HoangCommunity and Support

Documentation

Why Support is a Must-have?

Main reason clients pay for

Word-of-mouth marketing

Listening to clients’ needs

Bottom Line of a Good Support

Source: https://www.salesforce.com/blog/2014/04/what-is-good-customer-service.html

Customers’ Expectation

Accurate Fast Comfortable

do_action( ‘wpml_support’ );

add_action( ‘wpml_support’, ‘define_support’ );

Delivering smilestocustomers

add_action( ‘wpml_support’, ‘set_attitude’ );

“Our best marketing bet is to have happy

customers who renew their subscriptions year

after year, and that recommend, blog and tweet

about how great is paying for our products,

instead of using other free plugins.

Source: the first training document for new supporters of WPML

add_action( ‘wpml_support’, ‘run_training’ );

One-by-one New releases Additional trainings

add_action( ‘wpml_support’, ‘organize_team’ );

Tier 1

Front-desk

Tier 2

Senior

Tier 3

Developer

add_action( ‘wpml_support’, ‘extend_accessibility’ );

22 / 24 hours No holiday 9 languages

add_action( ‘wpml_support’, ‘define_policy’ );

Do Don’t

Certified partners

add_action( ‘wpml_support’, ‘measure_results’ );

● Statistics: the team, each individual and each ticket

● Indicators:○ Ratings: Great - Good - Not so good○ Feedback when rating○ New tickets per month/day○ Average time to resolve per month○ Resolved tickets per month/day

add_action( ‘wpml_support’, ‘create_self_help’ );

Documentation Errata

Resolved summaries Public support

At the End of the Day - Happy Customers

● Denise ha solucionado el problema a la primera. Muy agradecidos.

● Andreas vielen vielen dank :-) :-) :-)')● Andrey, Bсё отлично, быстро отреагировали и так-же

быстро решили.● 多謝你們的專業支援，特別感激 Luo的協助，謝謝。

Andreas vielen vielen dank :-)

Denise ha solucionado el problema a la primera. Muy agradecidos.

Andrey, Bсё отлично, быстро отреагировали и так-же быстро

решили.

多謝你們的專業支援，

特別感激 Luo的協助，

謝謝。

At the End of the Day - Happy Supporters

Have We Done?

good is

the enemy

of

- Jim Collins

great

add_action( ‘wpml_support’,‘do_continuous_improvement’ );

● Better documentation - Wiki format● Automatic ticket assignment● Document suggestion before opening support

tickets● Better internal communication - using P2

(small groups) and Skype (whole team)

Discussion

Big Thanks!Dat HoangA member of OnTheGoSystems@tiendathoang

Singapore, September 2016

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