The value of

The biggest impact canbe just a helping hand...

support!

howdy!I’m Jim TrueI’m Support Lead at the Pods Framework (http://pods.io) You can find me at @jimtrue

origin With great power comes Great responsibility...

Mission Report:

● Service Expectations

● Punch List for FIXES

● TIMED Warranty Clause

● Maintenance Agreement =

MAILBOX Money $$$

1.Establish support

policyIncorporate your policy into

your Contract

HOURS

escalation

Scope

channels

1.Establish support

policyIncorporate your policy into

your Contract

HOURS

escalation

Scope

channels

Help desk Help desk

2.Pick a ticket

systemProbably the most important

Decision you make...

crmCanned replies

Time tracking

docs

reports

2.Pick a ticket

systemProbably the most important

Decision you make...

crmCanned replies

Time tracking

docs

reports

Some recommendations:

× ZenDesk (http://zendesk.com)× HelpScout (http://helpscout.com)× Desk.com (http://desk.com)× FreshDesk (http://freshdesk.com)× Awesome Support

https://wordpress.org/plugins/awesome-support/

3.Learn to feel“helpless”

You can’t rescue someoneIf you can’t “hear” them

listen

empathize

connect

teach

3.Learn to feel“helpless”

You can’t rescue someoneIf you can’t “hear” them

listen

empathize

connect

teach

Helping others carries its own rewards, the first of which is a return to humanity.

Richard Paul Evans

Thank you to the Iron Yard

Grow Beyond Posts & PagesA Content Development Framework for WordPress

http://pods.ioSlack Chat on http://pods.io/chat/ #support

September 10-11USF Marshall Student Center

tampa.wordcamp.org