Learning from Amazing WooThemes Customers
Today, Adii posted an outstandingly transparent blog post to the WooThemes community regarding the Club Subscriptions and more – I really suggest anyone read it and the comments as there are over 215 comments now – it’s titled “A Club Reimagined.“
You can’t really discuss the club subscription value without mentioning that support is a big part of it now. While this post isn’t necessarily talking about the change that recently came to the WooThemes Support Forum, many WooThemes customers did bring this up in the comments. There is another post coming for the customers and users to openly comment on the support change. I’m very interested to read more about this from all of them because the club post is proving to be such an amazing learning opportunity.
A Big Take-Away from the Amazing WooThemes Customers
WooThemes Customers loved the WooThemes Support Forum! This is rightfully so. The forum has a huge wealth of information in it from the last 4 years! Searching and looking at the topics posted by others is a great way to possibly find your answer before asking it. When we stop and think for a second, this is exactly the purpose behind the Knowledge Base of the WooThemes new support area over on UserVoice.
I believe the WooThemes Customers want an amazing Knowledge Base full of information that can help them get ideas on how to customize, configure, and fix WooThemes’ WordPress themes, plugins, and WooCommerce extensions. Whether these topics are posted by users and then answered by us WooThemes Ninjas or posted by WooThemes Ninjas in the Knowledge Base really doesn’t matter. The point is to get more searchable information in the Knowledge Base for the WooThemes customers to stumble upon and/or find the answer quickly if in a tight deadline.
This means that no article posted to the WooThemes Knowledge Base can be too simple or too basic. Mix a healthy Knowledge Base with the simple ability for customers to view their support tickets and the WooThemes Forums will become a distant, but lovely, memory.
Knowledge Base Articles Take Time
The issue with a kick ass Knowledge Base full of information is time. It takes time to create an article because we may try to add screenshots to help with it as well. Getting into a great workflow is still taking some time. We’re answering the tickets as fast as we can – faster than we ever did on the forum.
We, the WooNinjas, just need to get in the groove of answering the tickets and creating a few articles daily. You’ll have to trust me when I say that not every ticket needs to be in the Knowledge Base, even though I just said that I am learning that no article can be too simple or too basic.
Looking Forward to Learning For from WooThemes Customers
WooThemes customers are super talkative right now and some people might see negative comments as a really bad thing. I don’t know any company that doesn’t have haters. The real value comes from the customers that keep their cool and offer strong constructive criticism and feedback. A bunch of the customers are doing just that in the Club Reimagined post. Overall, this can only build a better relationship between WooThemes and their customers. Some of the feedback is confirming some cool ideas a few of us Ninja’s have thought about ( think Canvas Child Themes ).
I can’t wait for the next bit of WooThemes News that will convey the recent changed from the WooThemes Support Forum into using the UserVoice ticket and Knowledge Base system. Many customers have some big opinions and feedback on this change. I see that we, at WooThemes, have an awesome opportunity to show just how great we are with supporting our customers!