wpSaaS – Enter and Exit Summary

By Kyle M. Brown |

Objective: To summarize the end to end experience of building and closing a productized support business. Background: wpSaaS officially opened its doors in Jan 2018 as a full-time productized technical support solution for WordPress theme and plugin developers. Prior to that, it had been run as a part-time venture for about 2 years. We grew…

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Hooked On Products Interview

By Kyle M. Brown |

Interviewed on the Hooked on Products Podcast with Phil and John where we discussed Customer Support for WordPress. Listen at the Hookeonproductspodcast.com or click here: Read the transcript https://www.hookedonproductspodcast.com/podcast/11-streamlining-product-support-kyle-brown/

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wpSaaS on the Productized Podcast

By Kyle M. Brown |

Interviewed on the Productized Podcast with Brian Casel where we discussed Customer Support for WordPress. Listen at Productizedpodcast.com or click below: Read the transcript here: http://productizepodcast.com/21-productizing-customer-support-w-kyle-brown-wpsaas-net/

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Speaking at WordCamp Ottawa, Canada

By Kyle M. Brown |

Honored to have been invited to speak at WordCamp Ottawa July 20, 21-23, 2017 about customer support. Along with many other talented speakers in the WordPress community. You can get tickets @ https://2017.dc.wordcamp.org/tickets/     Just a reminder that tix https://t.co/RTbcYwJaYa are available and our sched is up https://t.co/GVUupMuwXB for #wcott #myottawa #yow #ottawa —…

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Speaking at the Inaugural WordCamp Washington DC

By Kyle M. Brown |

Honored to have been invited to speak at the Inaugural WordCamp DC July 14-16, 2017 about customer support. Along with many other talented speakers in the WordPress community.     Part 2: Double the fun! Meet our second group of speakers: https://t.co/HYbcs9di0l. Speakers, leave your Twitter handles below. #WCDC pic.twitter.com/GXZBdBoRhz — WordCamp DC (@wordcampdc) June…

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WordPress Meetup Washington DC

By Kyle M. Brown |

Honored to have been invited to speak at Chief Agency – WordPress DC Meetup – February 2017 about customer support. Great talking to the diverse group of attendees. Freelancers, bloggers, agencies and business owners. https://www.meetup.com/wordpressdc/events/237430410/ Slides

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Don’t leave your customers hanging while you debug

By Kyle M. Brown |
workaround

Has your team ever found a bug or had one reported by your customers? If you are in the software business then you likely answered “yes.” So you direct the team to resolve the bug – while also performing other tasks which they were already working on. This alone has cost your team time. Your…

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Why WordPress plugin and theme updates are important

By Kyle M. Brown |

One of you customers contacts you and says, “your product is great but it just stopped working for no reason after 6 months of working flawlessly. Please fix it as soon as possible, it is costing me money.” 1. You – I will certainly be happy to get this resolved for you, please tell me…

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