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Mason James

Building a Better Support Team

22 August 2012 by Mason James

One of the more interesting tasks I’ve had this year is building a support team for WPMU DEV. At the beginning of 2011 we hired two support reps to work alongside myself, handling the various support inquiries that came through. We were growing and I needed the help!

DEV has always functioned from a place of the independent freelancer; you can work on your own time, at your own place, and to a large degree all by yourself. So we hired two incredibly gifted people, showed them the support forums and off we went.

Flash forward to the beginning of 2012 and we had lost both of them. While there are many reasons why a person would leave a company or be let go, I took a big part of the responsibility on myself:  I now had an exactly 0% success rate in hiring. These guys were hand-picked by myself and James (CEO at WPMU DEV) and now we were back at square one. On starting again, I knew things had to be different.

In December of last year we hired one new rep, then in January another. This was followed by four others in March. Here’s a few of the things we did wrong the first time around and how we’ve changed things this time.

[Read more…] about Building a Better Support Team

Filed Under: Columns Tagged With: support

When Does Support Turn into Customization?

1 August 2012 by Mason James

It starts so simply:

@BFF says: I <3 your WordPress product so much! It’s saved my career and brought meaning to my life. But I wish the text in this widget was red – not black.  Help!

“Oh, I’m happy to help”, you think. Providing prompt, effective support is a big deal and here’s the perfect opportunity to make someone happy. They seem like a great customer already and happy customer are great for business.

It’s only 3 lines of code anyway, so what’s the harm? [Read more…] about When Does Support Turn into Customization?

Filed Under: Columns Tagged With: support

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