How we’re living up to our commitment to provide world-class support

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What’s everyone’s worst nightmare when they call support? No one picks up.

What’s the second worst thing? The support team can’t fix the problem.

We’ve recently installed Stream – a WordPress plugin that tracks changes to a WordPress site – on each of our clients’ sites. Stream lets us go in and see what recent changes a client has made to their site. Having this information helps us diagnose and solve support issues as they arise.

How much does it help?

In a pilot project with a few of our customers, we saw these improvements after using Stream for a month:

  • 50% average reduction in time to resolution (how long the client waits until their issue is resolved)
  • 25% average reduction in hours spent troubleshooting (cost savings passed on to the client!)
An example Stream log

An example Stream log

What else are we doing?

We’re all about taking preventative measures so our clients avoid downtime and unexpected support fees. In addition to Stream, we also recommend these services to all of our clients:

  • Sucuri Website Monitor – WordPress website security monitoring and malware cleanup
  • VaultPress – Automatic WordPress backups and version control when files are updated (by the same people who made WordPress!)
  • Uptime Robot – Website downtime monitor

Learn more: The secret to keeping your WordPress site secure

How to keep your website from exploding

My first piece of advice would be to use the plugins and services mentioned above.

If you haven’t already, I would also recommend talking to your web developer to see what kind of support plans and commitments they offer. If you don’t know where to start, check out our Support Options or feel free to send me an email (john@accelweb.ca) and I can tell you more.

Do you have any tips to help prevent support calls or speed up their resolution? Share in the comments below!

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