My team at Automattic, Store Happiness, has been experimenting with voice support. We haven’t set up a call center, but built an internal tool that we use, ranging from answering questions from one new user per day to making over hundred courtesy calls regarding expiring upgrades. If that experience would be of any help, I’d be glad to offer some…[Read more]

Dog, 100%

We haven’t done a pop up at WordPress.com, but we do offer a chat option in a few different places. Not sure if it counts as proactive though

We do offer live chat as a service with one of our upgrades where we’re available during a set time. We also have a live chat box (using Olark) display for some new users, and users who have one of our [Read more]

I also fall in the Google Translate camp, and definitely agree about being upfront if you only provide support in English. It’s important to acknowledge that fact even if you do have one person who speaks the user’s primary language — without setting up that expectation, it can lead to a frustrating support experience.

If you do use Google…[Read more]

We are indeed called Happiness Engineers. I couldn’t tell you how that came about exactly, but the name sums up our support philosophy pretty well

We have a definition/mission statement on one of our internal blogs which, to paraphrase, says that our primary goal is to build loyal relationships with our users (and our colleagues) through…[Read more]

I’m part of a team of four that provides live chat support between 9 to 5 Eastern, Monday through Friday, which means we already have weekends built into our schedule.

What we’ve recently started doing is […]