Matt Cromwell PRO
Matt Cromwell is COO at Impress.org, makers of GiveWP -- the best way to fundraise online with WordPress.
WORDPRESS.ORG WORKSHOP
by Matt Cromwell
@learnwithmattc mattcromwell.com
givewp.com wordimpress.com
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100 Years of Scripps Pier Ocean Temperature Data
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Data
The actual information about how you do support.
- # of customers
- # of new tickets
- Replies to resolve
- # of Sales compared to # of new tickets
- Staff hours available
- etc..
Reporting
How you represent that data in order to understand it
- Spreadsheets
- Charts
- Graphs
- Presentations
Data versus Reporting
This method can change
DON'T change method
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| Data * | Why |
|---|---|
| Staff Hours | Capacity |
| # of New tickets | Capacity |
| # of replies to resolve | Capacity, efficiency |
| # of tickets resolved | Effeciency |
| # of new sales compared to new tickets | Capacity |
| Time to resolution | Capacity |
What Data should you be collecting?
* I report all data weekly
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What should you be Reporting?
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What should you be Reporting?
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What is Capacity and how do you measure it?
Capacity is how many work-hours you need to properly resolve your queue of tickets.
You measure Capacity with the following data:
- # of tickets a week
- time to resolve tickets
- time available
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How do you predict Capacity?
You have to find the indicator of ticket creation. Examples:
- Daily Downloads
- Sales
- Tickets over time
- New features released
You then project the growth of your product based on your indicator trend.
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Example Capacity Prediction
- Plugin X gets 100 support tickets a week
- One person resolves those tickets on average within 3 replies
- Each reply takes approximately 5 minutes.
- That means you need 1500 minutes of work hours to support Plugin X, or 25 hours.
But how will Support grow with Plugin X?
- Plugin X gets 5000 downloads a week
- Week over week growth shows 1% increase, or 50 more downloads a week
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Matt Cromwell
Head of Support at WordImpress.com
WordPress Community Consultant for Media Temple
Scaling Your Support Team -- WP.org Webinar
By Matt Cromwell
Scaling Your Support Team -- WP.org Webinar
This was presented on January 22, 2018 for the WordPress.org #Forums team. Details here: https://make.wordpress.org/support/2017/11/scaling-support/
