Pressable's Phil Thompson on Empathy in Tech Support

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In this episode of The WP Minute+ podcast, Phil Thompson from Pressable discusses the importance of human connection in customer support, the challenges of handling plugin issues, and the dynamics of agency partnerships. He emphasizes the need for empathy in support roles and how Pressable prioritizes customer feedback in their development process. The discussion also touches on the potential impact of AI on WordPress and customer support, highlighting both the opportunities and challenges it presents.

Takeaways:

• Phil emphasizes the importance of empathy in customer support.
• Pressable’s approach includes a “surprise and delight” program for customers.
• The company prioritizes hiring empathetic individuals for their support team.
• Phil shares insights on navigating plugin-related customer issues.
• Pressable actively incorporates customer feedback into its product development.
• AI presents both opportunities and challenges for WordPress support.
• Clear communication with customers about plugin issues is crucial.
• Phil discusses the dynamics of agency partnerships and referrals.
• Pressable aims to provide a seamless customer experience without tiered support.

Important Links:

• Pressable
• The WP Minute+ Podcast: thewpminute.com/subscribe