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 …
Tag 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 …
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Live Chat Support at Automattic
I’ve had the opportunity to begin leading a new live chat initiative at Automattic with a few other awesome Happiness Engineers and thought it might be worthwhile to post some thoughts. Live chat support is a big push within Automattic this year as we strive to give our customers the best and fastest method of …
Good Support Means Fast Support
When you contact a company’s support department, you want to ideally hear back pretty quickly, right? Fast responses seem to convey the feeling that the company is there, waiting to hear from you and help you with your problem. Oftentimes if it takes more than 24 hours for me to hear back from a support …