Providing excellent customer support is something that most businesses aim to achieve. Customer service not only reflects heavily on a company, but (for many businesses) it’s integral to their overall product.
WP Engine has recently bolstered its customer service experience by enhancing the User Portal and partnering with SIDEKICK—a service that provides interactive walkthroughs of web apps. The improved User Portal enables WP Engine customers to more efficiently manage their installations.
According to the WP Engine blog announcement, the interactive tutorials are part of the Austin-based startup’s ongoing initiative to provide exceptional customer service. The tutorials provide customers with immediate, step-by-step guidance for completing specific tasks. The library of tutorials is yet another tool for customers to get immediate help, and is a supplement to other options like opening up tickets, calling support, or entering live chats to ask questions.
According to Tina Dobie, VP Customer Experience at WP Engine,
We deeply care about the experience that our customers have with our platform and service, and we’re constantly looking for ways to better serve them. With the launch of Interactive Tutorials in our User Portal, we are providing an innovative and exciting new way for our customers to get quick help in maintaining their WordPress installations. We plan to continue building out the library and hope that our customers enjoy the experience.
WP Engine currently has 28 different interactive tutorials that provide on-demand training for tasks from site migration to restoring a backup point. The tutorials are interactive, concise, and exceedingly helpful. Let’s take a look!
This walkthrough will teach you how to restore a backup point:
“. . .you’ve just started the restore process for a WordPress Installation!”
Partnering with SIDEKICK isn’t the only change WP Engine has made to enhance its customer experience. The premium WordPress hosting company has also improved its Live Chat by including Live Chat hours of availability. In addition, according the blog post, expanded Live Chat hours are coming soon.
Providing excellent customer support plays a vital role in maintaining customer relations and growing a successful business. Interactive tutorials are a great option for both empowering customers and extending customer support!
Marie Dodson is the assistant editor at Torque. She graduated from Cornell University with a degree in Biology and Society. She enjoys wine, good books, and travel.