Who are arguably the most vital customers your company or product has? Your “new” users. If they don’t feel supported and cared for, it’s not likely that they’ll stick around and spend money on your product. Currently at Automattic, we’re focusing our live chat support efforts on our new users, defined as those users whose […]
Category Archives: Customer Support
Asynchronous vs. Synchronous Customer Support
A few days ago I posted an article detailing the live chat initiative we’re working on at Automattic. One of the big things we’re finding is that the synchronous nature of live chat support is one of the biggest benefits to our customers. I think there are many reasons for this, which I’d like to […]