{"id":642,"date":"2016-08-08T01:43:03","date_gmt":"2016-08-07T17:43:03","guid":{"rendered":"https:\/\/2016.singapore.wordcamp.org\/?post_type=wcb_session&#038;p=642"},"modified":"2016-08-30T21:43:00","modified_gmt":"2016-08-30T13:43:00","slug":"gaining-customer-loyalty-through-support-a-case-study-on-wpml-team","status":"publish","type":"wcb_session","link":"https:\/\/singapore.wordcamp.org\/2016\/session\/gaining-customer-loyalty-through-support-a-case-study-on-wpml-team\/","title":{"rendered":"Gaining Customer Loyalty through Support &#8211; A Case Study on WPML Team"},"content":{"rendered":"<p>In this topic, I share info on how our WPML team organises, works and improves over time, and so earns the love and loyalty of our customers.<\/p>\n<p>I will discuss the following points in detail:<\/p>\n<ul>\n<li>How the support should be defined<\/li>\n<li>Why proper training is a good investment<\/li>\n<li>How the appropriate team structure gives clients quick and accurate solutions<\/li>\n<li>How to make it easier for clients (languages, time zones, searching \u2013 self-help, erratas, etc)<\/li>\n<li>What makes a good support policy<\/li>\n<li>Why you need to have the statistics<\/li>\n<li>How progressive improvement identifies us, not as being simply good, but as being the best<\/li>\n<li>Some of my own personal experiences in dealing with clients<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>In this topic, I share info on how our WPML team organises, works and improves over time, and so earns the love and loyalty of our customers. I will discuss the following points in detail: How the support should be defined Why proper training is a good investment How the appropriate team structure gives clients &hellip; <a href=\"https:\/\/singapore.wordcamp.org\/2016\/session\/gaining-customer-loyalty-through-support-a-case-study-on-wpml-team\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Gaining Customer Loyalty through Support &#8211; A Case Study on WPML Team&#8221;<\/span><\/a><\/p>\n","protected":false},"author":13289414,"featured_media":0,"template":"","meta":{"_wcpt_session_time":1473138900,"_wcpt_session_duration":3000,"_wcpt_session_type":"session","_wcpt_session_slides":"","_wcpt_session_video":"","_wcpt_speaker_id":[641],"footnotes":""},"session_track":[5041],"session_category":[],"class_list":["post-642","wcb_session","type-wcb_session","status-publish","hentry","wcb_track-developer"],"jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/pheMUl-am","session_date_time":{"date":"September 6, 2016","time":"1:15 pm"},"session_speakers":[{"id":"641","slug":"dat-hoang","name":"Dat Hoang","link":"https:\/\/singapore.wordcamp.org\/2016\/speaker\/dat-hoang\/"}],"session_cats_rendered":null,"_links":{"self":[{"href":"https:\/\/singapore.wordcamp.org\/2016\/wp-json\/wp\/v2\/sessions\/642","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/singapore.wordcamp.org\/2016\/wp-json\/wp\/v2\/sessions"}],"about":[{"href":"https:\/\/singapore.wordcamp.org\/2016\/wp-json\/wp\/v2\/types\/wcb_session"}],"version-history":[{"count":3,"href":"https:\/\/singapore.wordcamp.org\/2016\/wp-json\/wp\/v2\/sessions\/642\/revisions"}],"predecessor-version":[{"id":1812,"href":"https:\/\/singapore.wordcamp.org\/2016\/wp-json\/wp\/v2\/sessions\/642\/revisions\/1812"}],"speakers":[{"embeddable":true,"href":"https:\/\/singapore.wordcamp.org\/2016\/wp-json\/wp\/v2\/speakers\/641"}],"author":[{"embeddable":true,"href":"https:\/\/singapore.wordcamp.org\/2016\/wp-json\/wporg\/v1\/users\/htdat"}],"wp:attachment":[{"href":"https:\/\/singapore.wordcamp.org\/2016\/wp-json\/wp\/v2\/media?parent=642"}],"wp:term":[{"taxonomy":"wcb_track","embeddable":true,"href":"https:\/\/singapore.wordcamp.org\/2016\/wp-json\/wp\/v2\/session_track?post=642"},{"taxonomy":"wcb_session_category","embeddable":true,"href":"https:\/\/singapore.wordcamp.org\/2016\/wp-json\/wp\/v2\/session_category?post=642"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}