ManageWP Helpdesk
Support by Ticketing
June 12th 2017
ManageWP Statistics
ManageWP Statistics
ManageWP Statistics
- We used to provide support in under 90 minutes but rising number of employees affected that.
- We are currently also understaffed.
Reasons for tickets for Web Pro's
- Can easily be combined with other systems
- Incoming e-mails can be turned into tickets
- Phone calls can be logged alongside ticketing
- Less time consuming than phone
- Multiple tickets can be handled simultaneously
- Easier when multiple staff members involved
Web Pro
- Needs to find clients
- Needs help for issues other people have
- Needs recurring revenue streams
SMB
- Buys a domain
- Needs hosting service
- Needs added services
- Needs help because he lacks knowledge
Offering
- Advanced support
- Affiliate program
- Lead generation
- Tools to manage clients
- Upsells
- Discounts for commitment
- Basic product support
Ways to engage PROs
-
Increase User Activation & Decrease Response Time by introducing the Predictive Live Chat Support
-
Create New User Onboarding Flow
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Tier 1 Support -> Live Chat; Tier 2 Support -> Tickets
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Create New Knowledge Base
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Have advanced support team offer GoDaddy affiliate program with/instead of upsells
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Have advanced WordPress support team offer our WP Academy certification program