One of the things I think we do really well at Automattic are internal rotations - we have plenty of different wrinkles to our support methodology - vanilla tickets, forum posts, Live Chat - and even beyond that we have different services or products that our Happiness Engineers can dip into. This really helps to keep things fresh, plus the…[Read more]

Here we go: http://ouderkirk.co/2014/04/15/wait-time-distribution/

So let’s chaw on this a little bit - Automattic generally also goes with ticket ownership, though it’s been on my mind quite a lot lately. Why have we all gravitated toward this as a preferred method of service?

Is it because it’s sort of how most service based transactions work? When you picture a nice restaurant, maybe Blue Smoke, part of that…[Read more]

Refunds are tricky philosophically too, right? That is, often someone requesting a refund does not seem like the kind of customer you want to invest in - after all, they are saying pretty clearly that they are uninterested enough in your product that they don’t even want it around anymore. Especially with bottom-line forces working against a…[Read more]