Heroic Insider – March 2018

By Disha Sharma

Did you know that by 2020 customer experience will overtake price and product as the key brand differentiator?

And that even today, about 88% people are willing to pay higher for a better customer experience.

So what’s the best way to improve your customer experience? You’re right – it’s to learn from companies that are already doing a great job at it. Read today’s leading story and find out how some of the top WordPress businesses handle their customer support and ensure the best ever customer experience.

Here goes…

From Our Blog

12 WordPress Product Owners Share Their Thoughts On Offering Better Support

Find out what we learned from interviewing owners and support heroes of 12 thriving WordPress businesses on how they handle customer support. Discover immediately actionable support best practices like understanding the user’s question clearly, asking for reviews from satisfied customers, and maintaining an updated knowledge base.

Maintaining documentation or a knowledge base also came up as the most recurring theme in the insights. So if you want to reduce your ticket volume and enhance your customer experience, creating a knowledge base is a good starting point. Also, check out our knowledge base theme and plugin and see how they can help you build a great knowledge base.

On Providing Customer Support and Developing Support Content

Treat Your Current Customers Better Than Your New Customers

Offering lucrative deals to get new customers — and not making the same available to existing users — is the norm. But do you ever wonder what your existing customers feel about such deals? It’s time we all learned to show “a little love” to our existing users as well. Here’s a thought-provoking article that forces us to think if our current customers deserve better for their loyalty.

5 Common Customer Service Problems and How to Resolve Them

Find very practical solutions to five of the most common customer service problems like taking too long to resolve a ticket, needing multiple ticket transfers between agents, having clumsy communication when the problem is at your end and others. Also, learn the right conversation closing technique.

WordPress News

WordPress 4.9.4 Fixes Critical Auto Update Bug in 4.9.3

WordPress 4.9.4 fixes an issue with automatic updates caused by a bug in the latest release. If you haven’t updated your website yet, do so now (as the auto-update might not have happened at all!).

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