Support automation: how to make it work for your customers
Providing automated responses to customers can save a lot of time in what would otherwise be repeated effort. But should we be reconsidering our use of auto-responders, bots, and the like? What impact does obvious automation have on your customer’s perception of your service?
Highlighting the benefits and the, rarely talked about, downsides of increased automation, this talk will offer alternative solutions to what is a rarely discussed side of this topic.
By day, David Artiss works as a Support Engineer and hiring lead on the WordPress VIP team at Automattic. His nearly thirty years of experience in IT support roles has given him the chance to cultivate the art of truly taking care of people and writing so anyone can understand. David has been active in the WordPress community for 12 years, first as a plugin author, then as a speaker and volunteer at various WordCamps, as well as contributing to Core, Support, Documentation, Translations, and WordPress.TV. By night, David has performed in 18 musicals and concerts, so is no stranger to the stage. He also writes for the straight-talking technology site The Big Tech Question. He lives in Nottingham, England, with his wife, two daughters, and a room full of Lego.
