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9 min read Tevya
Community | helpscout.net | Jun. 14, 2018

How (and Why) You Should Respond to Positive Online Reviews

This article is a little older, but I thought it important information for WordPress plugin/theme developers, WP-related businesses, etc. We often focus on the negative reviews, but what about the positive?

How (and Why) You Should Respond to Positive Online Reviews

Community | helpscout.net | Jun. 14, 2018

Responding to positive feedback is often sidelined as business owners focus on damage control for negative customer reviews. After all, how often do you see an ecstatic Yelp review go viral? Yet engaging customers who are already enthusiastic about your business is the perfect way to create a loyal following and a strong referral network. In fact, 78% of consumers say that hearing from management about their reviews makes them believe the business cares more about them.
Ready to turn customers into advocates? Download this handy guide to building a loyal customer base.
The benefits of responding to positive reviews are twofold: You attract new customers with your thoughtful, engaged responses, and you boost retention rates, which have a radical impact on your bottom line.
We make it easy to add this business ritual to your weekly routine. Here’s how to prioritize reviews and craft personal notes that will help your business thrive.
Build search credibility with reviews
This isn’t just about increasing your pool of happy customers — responding to reviews increases your visibility in search engines, especially for localized searches. When Google ranks a business, it

1 min read Vasile Stoica
Community | helpscout.net | Jul. 25, 2018

The State of Live Chat

Explore the numbers behind the opportunities and challenges of live chat as a customer support channel.

The State of Live Chat

Community | helpscout.net | Jul. 25, 2018

What customers think of chat support, by the numbers References:

8 min read Matt Cromwell
Business | helpscout.net | Aug. 4, 2016

How to Handle Negativity in Customer Support

Great piece from Automattic support team lead for WordPress.com on managing negativity with your customers.

How to Handle Negativity in Customer Support

Business | helpscout.net | Aug. 4, 2016

Editor’s note: The following guest post is an adaptation of a talk delivered at SupConf, a conference for support professionals. The full slide deck can be found here. Talking about negativity with support professionals is a bit weird. We’re a pretty positive group — after all, we got into this profession because we wanted to help people.
Still, one constant with building things is that
your customers are going to tell you what they think, good or bad.
I vividly remember one piece of negative feedback I received. We had just launched a new post editor across WordPress.com when a customer sent in the following note:
“This is a primitive, poorly planned, dysfunctional piece of software. . . . It is so poorly designed — if ‘designed’ is a word that even applies — no amount of fixing will make it right.”
That stung. After all, my job is to ensure customers have the best possible experience across WordPress.com. Clearly, I was failing in this instance. Yet while this interaction was hard to swallow, the feedback was still about a thing — not about me, or specific to my actions.
Another example that sticks in my mind came from feedback