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Introducing the new WooThemes support system

June 2, 2015 in Blog, Product news. 22 Comments

Over the years, we have improved our support system countless times. There have been many, many, many, many revisions to how we package and provide support to you, our dear customers.

But it’s not because we’re crazy or want to drive you crazy. It’s because here at WooThemes, our ultimate, defining purpose is to provide you with the best experience possible.

We don’t want you to have a great experience only when you purchase your first product or enter your billing details. We don’t want you to have a great experience only when you’re browsing our extensive catalog or activating your license. We want every single interaction you have with us and our products to be positive. In a few words — we want you to be happy.

With that in mind, we’re excited to bring you our new, easier-to-use support system. You can watch a quick video walkthrough below, or read on to learn more about the motivation behind it and some of the new features we’ve included.

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New WooCommerce support resources

February 1, 2012 in WooCommerce. 6 Comments

An all new user guide

Along with the release of WooCommerce 1.4 today also see’s the release of our new plugin documentation and user guide, efficiently housed in a Wikeasi theme installation. It’s a work in progress that we plan to constantly update, but already it’s a huge improvement over our existing user guide and codex pages.

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A continuous journey of customer support optimization

January 20, 2012 in Team news. 41 Comments

Simplify. Work out the kinks. Re-focus.

That’s our plan for 2012, discussed in meticulous detail over the past couple weeks during Magnus’s visit to Cape Town. Exactly what that entails remains top secret for now. What we hope will increase happiness levels amongst our users is our quest to make our support structures more efficient. Working out the kinks.

With 123 themes and 123 theme docs, and other support resources including a knowledgebase, FAQs, a support forum, tutorials and a video library catering for over 130,000 users it’s very much a daunting work in progress that we are tackling one resource at a time. Below details some of the work going on behind the scenes recently.

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A Help Desk App Built On WordPress?

July 6, 2011 in Product news. 74 Comments

So much goodness.

It’s been only just over a month since Jay and Mike released FaultPress – an advanced bug tracking application theme, but they didn’t just stop there, they went straight back to the drawing board, read all our community’s recommendations and suggestions and started developing a new, more general usage support theme catering for a wider range of niches. We are proud to release that theme today – introducing SupportPress.

SupportPress, our second application style theme is designed to create a clean and simple, yet powerful help desk using WordPress core functionality. Customers can submit support requests, but are encouraged to check an intuitive knowledgebase to learn if their issues have already been resolved. Agents (your staff) administrate tickets by setting priorities and delegating tasks to fellow team members.

The solution is perfect for web designers, hosting companies, app developers, training academies, to name but a few examples. It takes WordPress as a content management system and turns it into a basic customer relationship management system.

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