Surviving Support: 10 Tips for Saving Your Users and Yourself
summary
Open-source jQuery quiz called slick quiz becomes a WordPress plugin and generates support across GitHub issues, WordPress.org threads, Stack Overflow and email, quickly overwhelming the sole maintainer. Ten concrete tips cover: set a plan and single support channel, respond fast but not instantly (answer within 24 hours), funnel users, heavy documentation and screenshots, extract repeat answers into an FAQ, tag and track recurring problems, broadcast changelogs, and dogfood the product.
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chapters (19)
- 0:00Intro
- 0:22About Julie
- 1:15About SlickQuiz
- 2:30Tech Support
- 3:13Challenges with Support
- 5:27Bad Support
- 7:33Benefits of Good Support
- 8:36My 10 Tips
- 8:57Provide Support
- 10:31Have a Plan
- 14:06Know Your Product
- 16:27Provide Instructions
- 18:16Embrace the FAQ
- 19:42Look for patterns
- 20:49Broadcast updates
- 22:09Listen relax
- 25:36Establish a fan base
- 27:48Eat your own dog food
- 28:25Treat your users well
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