Customer service is more than just responding to inquiries or solving problems; it’s the heartbeat of any successful business. In episode 624, this notion was brought to life in a candid conversation between Mark Westgard and Steve Burge, two experienced builders in the WordPress plugin space. Their discussion illuminated the critical role of customer support in the longevity and growth of a plugin business.
Steve Burge, founder of PublishPress, shared insights into his journey, revealing how essential it is to stay connected with customer feedback through support channels. Despite having a team to handle customer inquiries, Steve engages directly by reading through support tickets regularly. This practice not only helps him stay in tune with his business’s pulse but also keeps him informed about user pain points and areas for improvement. By doing so, he builds trust and ensures that the product evolves in line with user needs.
“I feel very in tune with the business and customer needs. If I’m in there, we use Help Scout. If I’m in Help Scout every day and even if not replying, at least reading customer tickets. Finding the pain points.”
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Mark Westgard echoed this sentiment, expressing his personal involvement in handling 100% of WS Form’s support. Despite external advice to delegate this task, Mark values the direct interaction with customers as it provides firsthand insight into how his product is perceived and where it might fall short. His dedication to maintaining a high level of support has built a strong, trusting relationship with his users, which he views as invaluable to the brand’s growth.
Both Steve and Mark agreed that effective customer service isn’t just reactive—it’s proactive. By identifying recurring issues and addressing them through comprehensive knowledge bases and product enhancements, they’ve both managed to reduce the volume of support tickets and improve user satisfaction.
“If you’re the face of a WordPress brand, people want to buy their software from people they trust.”
In the fast-evolving world of WordPress plugins, customer service becomes a two-way street for learning and growth. By staying directly involved and responsive, companies can not only address immediate customer concerns but also gather essential feedback to drive their product roadmap.
As Steve and Mark have demonstrated, customer service is not just a department; it’s a strategy that, when executed well, anchors trust and fuels business success in a competitive market. Whether you’re managing a single plugin or a suite of products like PublishPress, the principle remains the same—a commitment to quality customer service can set you apart and move your business forward.
