Gaining Customer Loyalty through Support – A Case Study on WPML Team
summary
Argues that support drives revenue and loyalty by showing concrete processes and results: a one-month onboarding and regular product trainings cut response time, a tiered model funnels complex bugs to tier three and developers, a ~15–20 people team delivers 24/7 multilingual coverage (French, Spanish, Italian, Chinese), public forum plus a searchable resource summaries database lets many tickets resolve instantly, certified partners handle custom work, KPIs flag release regressions, and an automatic ticket assignment (WIP) is being rolled out.
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chapters (13)
- 0:00Start
- 1:42Why Support is a Must-have?
- 3:14Bottom Line of a Good Support
- 3:40Customers' Expectation
- 5:12add_action( 'wpml_support', 'define_support')
- 6:56add_action( 'wpml_support', 'run_training')
- 8:51add_action( 'wpml_support', 'organize_team' )
- 11:37add_action( 'wpml_support', 'define_policy' )
- 12:57add_action( 'wpml_support', 'measure_results')
- 14:29add_action( 'wpml_support', 'create_self_help' )
- 17:39At the End of the Day - Happy Supporters
- 17:59do.continuous improvement'
- 20:22Discussion
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