thankful

Customer Support Users who Leave Feedback


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Day 6/30 – Today I’m thankful for people who not only use customer support, but also leave feedback.

I work at Automattic, Inc., the company behind WordPress.com, and I mostly work on helping people with the mobile app. It’s completely awesome working together with people who use our product, and I especially appreciate it when people offer feedback on how I supported them (using a feedback tool after each issue is closed)

It’s not always pleasant, I’m not going to lie. Sometimes the one-star reviews are really tough to take. But they help me become better at my job (and often make me a better person since they remind me to be kinder, or to be a better communicator, or a better researcher, etc.).

On the flip side, it’s super sweet to read those 5-star reviews with feedback. How often do I contact someone for support, get my answers from them then move on? Not cool. These people show me that.

Not only do their responses to my help feel good, but they remind me to always work to keep those strong areas strong. (And now I always try to do follow-up surveys when I ask for support with other products.)

So, yes, today I’m super thankful for all customer support users who leave feedback.

  • * For November (the month in which we celebrate Thanksgiving in the US), I’m trying to blog about something for which I’m thankful for each day of the month.

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