Contact WooCommerce for Why process is key to providing memorable holiday support support

WooCommerce is ready to help you get the answers you need.

Be as specific as possible - let us know what you expected, what's happening instead, and when you noticed this. The more detail you, provide the faster we can help.

Replies will be sent to you at

Thanks for contacting WooCommerce

WooCommerce will reply to your questions about Get extension name shortly.

While you wait, check out these handy resources:

The WooCommerce Blog

Tips, tricks and eCommerce inspiration from WooCommerce experts.

Get access to customer-only benefits

Why process is key to providing memorable holiday support

October 19, 2016 - Leave a comment


This post comes to you from Greg Ciotti at Help Scout. Help Scout makes customer support tools that will help you keep customers happy as your store grows. The floor is yours, Greg!

While the holidays bring about a lot of personal and professional joy, they’re also a time a year when customer support is firing on all cylinders.

As Walt Disney used to say, quality service is the end-goal, but “process” is the engine that makes it happen. If you don’t prepare for a hectic time like the holidays — and the curveballs that come with it — you won’t be delivering any holiday cheer, and you could end up losing sales and customers.

So let’s talk about the process that powers support. When prepping for one of the busiest times you’ll face, here are a few things that should be top of mind. We’ll also explain how creating processes can help you provide memorable — and high quality — support for your shoppers.

Continue Reading

The future of Woo support: how we’re planning to grow and improve

December 15, 2015 - 23 Comments

tl;dr: Woo support has struggled in recent months to keep up with demand due to the rapid growth of WooCommerce. We want you to know that we are committed to improving, so we fulfill our mission of helping customers be successful.

Woo support has struggled in recent months to keep up with demand. This has led to long ticket response times, and our customers have been expressing frustration about this.

Because we believe in open and honest communication, we want to explain why this is the case, and show you in detail what we plan to do (and are doing) about it.

Read on to learn what’s going on and what we’re doing about it, and to see details on the four-point improvement plan for Woo support that is already in action.

Continue Reading

Introducing the new WooThemes support system

June 2, 2015 - 22 Comments

Over the years, we have improved our support system countless times. There have been many, many, many, many revisions to how we package and provide support to you, our dear customers.

But it’s not because we’re crazy or want to drive you crazy. It’s because here at WooThemes, our ultimate, defining purpose is to provide you with the best experience possible.

We don’t want you to have a great experience only when you purchase your first product or enter your billing details. We don’t want you to have a great experience only when you’re browsing our extensive catalog or activating your subscription. We want every single interaction you have with us and our products to be positive. In a few words — we want you to be happy.

With that in mind, we’re excited to bring you our new, easier-to-use support system. You can watch a quick video walkthrough below, or read on to learn more about the motivation behind it and some of the new features we’ve included.

Continue Reading

New WooCommerce support resources

February 1, 2012 - 6 Comments

An all new user guide

Along with the release of WooCommerce 1.4 today also see’s the release of our new plugin documentation and user guide, efficiently housed in a Wikeasi theme installation. It’s a work in progress that we plan to constantly update, but already it’s a huge improvement over our existing user guide and codex pages.

Continue Reading

A continuous journey of customer support optimization

January 20, 2012 - 41 Comments

Simplify. Work out the kinks. Re-focus.

That’s our plan for 2012, discussed in meticulous detail over the past couple weeks during Magnus’s visit to Cape Town. Exactly what that entails remains top secret for now. What we hope will increase happiness levels amongst our users is our quest to make our support structures more efficient. Working out the kinks.

With 123 themes and 123 theme docs, and other support resources including a knowledgebase, FAQs, a support forum, tutorials and a video library catering for over 130,000 users it’s very much a daunting work in progress that we are tackling one resource at a time. Below details some of the work going on behind the scenes recently.

Continue Reading

A Help Desk App Built On WordPress?

July 6, 2011 - 74 Comments

So much goodness.

It’s been only just over a month since Jay and Mike released FaultPress – an advanced bug tracking application theme, but they didn’t just stop there, they went straight back to the drawing board, read all our community’s recommendations and suggestions and started developing a new, more general usage support theme catering for a wider range of niches. We are proud to release that theme today – introducing SupportPress.

SupportPress, our second application style theme is designed to create a clean and simple, yet powerful help desk using WordPress core functionality. Customers can submit support requests, but are encouraged to check an intuitive knowledgebase to learn if their issues have already been resolved. Agents (your staff) administrate tickets by setting priorities and delegating tasks to fellow team members.

The solution is perfect for web designers, hosting companies, app developers, training academies, to name but a few examples. It takes WordPress as a content management system and turns it into a basic customer relationship management system.

Continue Reading

WooCommerce - the most customizable eCommerce platform for building your online business.