Event: WordCamp Singapore 2016 Link: http://2016.singapore.wordcamp.org/

1. Gaining Customer Loyalty
through Support
A Case Study on WPML Team

2. Dat Hoang
Community and Support
Documentation

3. Why Support is a Must-have?
Main reason clients pay for
Word-of-mouth marketing
Listening to clients’ needs

4. Bottom Line of a Good Support
Source: https://www.salesforce.com/blog/2014/04/what-is-good-customer-service.html

5. Customers’ Expectation
Accurate Fast Comfortable

6. do_action( ‘wpml_support’ );

7. add_action( ‘wpml_support’, ‘define_support’ );
Delivering
smiles
to
customers

8. 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

9. add_action( ‘wpml_support’, ‘run_training’ );
One-by-one New releases Additional trainings

10. add_action( ‘wpml_support’, ‘organize_team’ );
Tier 1
Front-desk
Tier 2
Senior
Tier 3
Developer

11. add_action( ‘wpml_support’,
‘extend_accessibility’ );
22 / 24 hours No holiday 9 languages

12. add_action( ‘wpml_support’, ‘define_policy’ );
Do Don’t
Certified partners

13. 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

14. add_action( ‘wpml_support’, ‘create_self_help’ );
Documentation Errata
Resolved summaries Public support

15. At the End of the Day - Happy Customers
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。

16. At the End of the Day - Happy Supporters

17. Have We Done?
good is
the enemy
of
- Jim Collins
great

18. 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)

19. Discussion

20. Big Thanks!
Dat Hoang
A member of OnTheGoSystems
@tiendathoang
Singapore, September 2016

21. Icon Credit
http://www.flaticon.com/free-icon/networking_125830
http://www.flaticon.com/free-icon/translation-and-localization_48632
http://www.flaticon.com/free-icon/passage-of-time_66403
http://www.flaticon.com/free-icon/calendar_137866
http://www.flaticon.com/free-icon/cancel_126497
http://www.flaticon.com/free-icon/checked_127983
http://www.flaticon.com/free-icon/medal_118121
http://www.flaticon.com/free-icon/statistics_112714
http://www.flaticon.com/free-icon/search_115766
http://www.flaticon.com/free-icon/info_157328
http://www.flaticon.com/free-icon/open_134509
http://www.flaticon.com/free-icon/file_149346
http://www.flaticon.com/free-icon/multiple-raising-hands-with-musical-notes_31165
http://www.flaticon.com/free-icon/light-bulb-on_78387
http://www.flaticon.com/free-icon/idea-hand-drawn-symbol-of-a-side-head-with-a-lightbulb-insi
de_35497
http://www.flaticon.com/free-icon/brainstorming_182571
http://www.flaticon.com/free-icon/chat-rectangular-empty-speech-bubble-symbol_54869