Troubles and Triumphs When Re-Building Our Customer Onboarding Process at WordPress.com
Here are notes from a talk I gave at SupConf ATL rebuilding the onboarding process for our Business customers at WordPress.com.
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How to keep and grow great customer support talent
Imagine a Customer Support team with high turnover and low tenure across the board. Your customers will only speak to people who haven’t had time or mentorship to become experts. They’ll receive continuous poor service, become frustrated and despite your…