Next Generation WordPress Customer Support

Posted in : Blog on by : David Ostrov
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We are pretty excited about NoteBLOX. NoteBLOX is a new way of providing superior, (and simpler) client support on a website. Our first release is designed for WordPress and is scheduled for release in September 2016. Other technologies will be available in the weeks and months to come. In this post, I’m going to discuss the client support use case for WordPress in some detail.
Let’s talk about WordPress Client Support. Most specifically let’s consider the client interactions after a site is built. The site is complete and the client continues to monitor the site. Periodically, she sees issues and then asks for changes. Discussions in this post will focus on how NoteBLOX makes ongoing client WordPress support, simple and seamless.

WordPress Client Support
There are many WordPress Professionals who support 10, 20, 50 or even hundreds of sites. In these cases, a high-touch approach where every client request is met with an immediate phone conversation can be pretty challenging. Some level of process automation becomes almost mandatory as scale requires some level of automation while still giving the client the attention she needs. To maintain profitability, support personnel need to quickly get clarity, make the needed change and finally, leave the client feeling good about the interaction and the end-result. That’s a lot of words for saying…make it fast and keep the client happy.

Game of Telephone
To better understand the problem let’s think about the old game of telephone with a line of people sitting on chairs in a long row. The message starts at chair one, goes to chair two, then chair three and as it goes…the message changes. It almost never stays the same. We’ve all played telephone. Something very similar happens with regard to clients interacting with their WordPress site. Your client identifies a problem on her WordPress site. He’s thinking about what she wants. This is chair one. Now in an email or even worse, he describes his thoughts over the phone about what he wants done – chair two. Now, he needs to specify the URL – chair three. The exact spot on the page – chair four. Further details about the image or the copy or how the fields work – chair five. If he’s on his mobile phone – chair six. It’s no wonder that the message gets mangled. It’s no wonder you aren’t sure what he means. Think about the last time you asked for directions. Better yet, think about the last time you asked for directions in a small town. People in small towns don’t need to learn street names. They just drive. When an outsider asks for directions the response is typically vague. ‘Take a right four blocks down. When you get to the church take a left.’ And then you drive where they pointed. After the right turn, when get to the intersection you see three churches, and you have no idea which right to take. It should be simple but it’s not.Yes, it’s only one person versus many like in telephone, but this person must balance a multitude of ingredients. They must be able to explain things simply and easily. There is a good reason GPS is everyone’s favorite app. No one wants the pain of asking for directions. People often don’t make sense. NoteBLOX is like GPS in that it gives you a clear picture of what an unsophisticated client is thinking as key details like url, page location, design element, browser and device are all specified. All the client has to do is describe what he likes and what he wants to change.

Closing the Digital Distance
The world of digital technology doesn’t measure miles (with the exception of laying cable) so what do we mean by digital distance. To us, shortening the digital distance refers to decreasing system complexity. First, let’s look at some examples of how digital distance might increase. If I have to cut and paste my emails into my CRM, that’s increasing the digital distance. If I have to log into a portal only used once a month for simple reporting just to interact with my tech guy, that’s increasing digital distance. If I have to grab a screenshot and cut and paste into powerpoint, that’s increasing digital distance.
Complexity is Bad
Consider the integrations between your email system and CRM systems. Integration decreases digital distance. Nobody wants to rekey. Nobody will rekey. The data segmentation between your CRM and your email list can be the difference between a failed campaign and a successful campaign. The integration makes this possible Any integrations between systems decreases digital distance and makes you more successful. Think about it. Why should a WordPress Client be forced to go and create an email to document an issue? Why should they be forced to log into a portal and learn a whole new set of buttons to navigate. This simply increases digital distance and force your customers into a game of telephone.
How Does NoteBLOX Decease Digital Distance
With NoteBLOX installed, clients interact with you right on their own website. It doesn’t matter if they are on iOS, Android, Tablet, Mac, Windows or any other device. If they see an issue or think of anything, they simply go to their own WordPress website. NoteBLOX is there waiting for them. They go to the offending piece of content. They click on it. They type their issue.
The digital distance is gone. Your client is close to the issue. In fact, their comments are lying on top of the issue. Clients don’t need to remember reporting URL’s. Clients don’t need to remember emails for sending issues. Clients only need to go to their website. That’s it. You have a choice at this point. NoteBLOX is very flexible.

NoteBLOX On-Page Issue Resolution
As the person responding to the issue, you can continue to interact with your client directly on their website. NoteBLOX works a lot like Word or Google Docs. You can maintain a whole conversation right on the client’s WordPress site. This works great for many organisations.
Just to be clear about what NoteBLOX knows
NoteBLOX knows the URL. NoteBLOX knows the position on the page. NoteBLOX knows the copy or picture or function in question. NoteBLOX captures a screenshot so you can see exactly what she saw. NoteBLOX knows the device. NoteBLOX knows browser. NoteBLOX has the comments from your client. On-Page issue resolution works great for some companies. Others will have an existing ticket system or portal. Others like the back and forth communication email provides but realize that their is a whole at the beginning of the process.
NoteBLOX Integration
What about organisations with an existing trouble ticket system?
Alternatively, you can have NoteBLOX feed a system like Intecom.io, Zoho, WPSupport PLus or any other system you are using. NoteBLOX can integrate with anything.
NoteBLOX is built with JSON API. NoteBLOX is designed to interface to external systems. In this case, NoteBLOX is firing up the issue and collecting the initial data. In this way, you get the initial clarity from the client that is so important. You have all the critical pieces of data you need to quickly move to resolution and solve the issue.
If you prefer to have the ongoing communication in email, NoteBLOX can create the initial email with all the critical data including a screenshot. It’s fast and easy.
What Does NoteBLOX Look Like
In the coming weeks we will be launching and we will be having a few screenings. To get an opportunity to see what NoteBLOX looks like, register and we will reach out to you.

Thanks.

David Out

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