In the last installment of our #SmallBusinessWeek round-up, today we focus on the service that underpins every other service we provide.
“Turn it off… and on again.”
This is a phrase you’ve probably heard often from your cable company or internet service provider. Or variations on the theme from your host or developer such as “uninstall it and install it again.”
Our support approach is the opposite of that.
Every support request we receive gets personalized attention and a relevant response. (We may, sometimes, ask you to “turn it off and on again” but you’re guaranteed that that’s because we genuinely think it will help resolve your issue.)
The customer support that I’ve received from Jetpack has exceeded all of my expectations. The folks at customer support have replied to my questions extremely fast. They also work quickly to identify and provide a solution to the problem. I can only hope that when my website grows up that I will be able to offer the superior customer service provided to me from Jetpack. Thank you again! Dave at DQ’s WebSolutions.
Comment by Dave.
Jetpack’s high ratings, of which over 65% are 5-star ratings, are primarily due to the excellent support we provide. We are able to do this because, although we care about things like ticket volume and response times, the main thing we care about is customer satisfaction — which averages at a steady rate of 85% full satisfaction — which is why our support staff call themselves Happiness Engineers.
This is rarely achieved by simply asking users to turn it off (and on again) by default. It is achieved by having an amazing support staff who practice user empathy, are experts in their field, and have a direct line to our development teams.
Can you get cheaper security services? Sure. But as you know, cheaper isn’t always better and having an expert in your corner when the chips are down is the clever option.
25 of Jetpack’s Happiness Engineers, September 2016
The Jetpack Advantage
Installing Jetpack means forming part of a community of people passionate about WordPress.
These are the benefits you will experience:
- Expert opinions.
Every person you interact with when contacting our support staff is an expert in WordPress, Jetpack, and security. We have 30 Happiness Engineers (and constantly hiring) dedicated to Jetpack all of whom interact on a daily basis with our product developers and designers.
- A direct hot line.
While we provide support to everyone, customers on a paid plan — starting at just $39 per year — get priority.
- Your suggestions are listened to.
At Jetpack, Happiness Engineers are our primary “voice of the customer”. We take serious note of bugs, requests, and issues that you report and do our best to address them in future Jetpack releases.
- Global coverage.
Our support staff are spread out across different timezones to be able to serve you better, wherever in the world you are.
Bonus: Exclusive Discount
Just for this #SmallBusinessWeek, in celebration of all the small businesses that keep the world turning, we’re offering a 20% one-time discount on all our paid subscriptions.
Just use the code SMALLBIZ at checkout.
And of course, if you have any questions, please don’t hesitate to contact us.
Next Steps: Compare plans and choose the right one for your site.