Using a forum to offer support

Public forums are great for self-service support (users supporting users), but there’s some caveats. I’ll detail some of those below. It’s worth adding that some helpdesks like zendesk (the most recent time we’ve used it) have public Q&A; sections, which I think are a good middle ground between forums & helpdesks.

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Using a helpdesk to make support easier

If you answer any more than a few emails a week, & do so in capacity that requires accountability & reasonable response times, it’s likely time you started using a helpdesk. A helpdesk often is a centralized piece of software where folks can get support. Many feature frequently asked questions, knowledgebase articles & the ability to submit tickets and inquiries. There are many, many available versions with varied features. I’d highly recommend tinkering with each and finding one that fits your needs.

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Providing good support as a small team.

Support is 24/7, 365 days a year, whether you’re selling flower bouquets, or running a web design firm, it’s the one thing we all have in common. Inundated in requests? Welcome! We feel your pain. One of our long-term web hosting clients Josh who runs a web development firm offering wordpress plugins & design, recently posted a blog post on this very topic. Support is hard, but not impossible.

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Securing WordPress

You’re likely a WordPress user, admin., or, know someone who is. With it powering roughly 23% of the web, it’s both popular with users, developers & hackers alike. Yay, WordPress is great (and powers this blog).

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The death of voicemail

Phonecalls can solve problems in seconds: They are amazing. There are honestly few things I enjoy more than the refreshing sound of a human voice. To be able to respond with a simple “Mmhm.”, “Absolutely!” or something in between. I love them (and the clients, friends and family behind them), and, honestly it’s one of the few reasons I continue to operate fused after well beyond a decade.

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