{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"The WP Minute+","title":"Pressable's Phil Thompson on Empathy in Tech Support","html":"<iframe width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless src=\"https://share.transistor.fm/e/ad62d990\"></iframe>","width":"100%","height":180,"duration":1976,"description":"In this episode of The WP Minute+ podcast, Phil Thompson from Pressable discusses the importance of human connection in customer support, the challenges of handling plugin issues, and the dynamics of agency partnerships. He emphasizes the need for empathy in support roles and how Pressable prioritizes customer feedback in their development process. The discussion also touches on the potential impact of AI on WordPress and customer support, highlighting both the opportunities and challenges it presents.\nTakeaways:\nPhil emphasizes the importance of empathy in customer support.\nPressable’s approach includes a “surprise and delight” program for customers.\nThe company prioritizes hiring empathetic individuals for their support team.\nPhil shares insights on navigating plugin-related customer issues.\nPressable actively incorporates customer feedback into its product development.\nAI presents both opportunities and challenges for WordPress support.\nClear communication with customers about plugin issues is crucial.\nPhil discusses the dynamics of agency partnerships and referrals.\nPressable aims to provide a seamless customer experience without tiered support.\nImportant Links:\nPressable\nThe WP Minute+ Podcast: thewpminute.com/subscribe","thumbnail_url":"https://img.transistorcdn.com/Sc_eJunw7xigqxjwbAQZm4WVha2xRuUoFYgmWEEXnaU/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9hODUy/NDIxOTQzZmFmNDk3/ZDk4ZGUzZTQ3NzA3/NTk5MC5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}