Engineering Happiness en Español
As a part of our effort to construct a localized Spanish-speaking support team, the Happiness Hiring crew at Automattic just lately had the chance to attach with WordPress communities in Argentina and Spain. From talking engagements to networking occasions, our journey was an effective way to satisfy native communities which can be keen about WordPress and exemplary buyer assist.
Final 12 months at Automattic, we constructed a localized Brazilian Portuguese-speaking support team to assist present assist to a subset of the WordPress.com group of their main language. We strongly consider within the energy of a superb buyer assist tradition — in spite of everything, that’s why we name our assist crew members Happiness Engineers! Customer support isn’t nearly answering questions, however making an academic expertise memorable and empowering.
Over the previous few months, we’ve been working to offer the identical stage of localized assist to Spanish-speaking clients on WordPress.com. We’ve promoted the Happiness Engineer (ES) function by weblog posts, Twitter, and Fb, however we determined to achieve out to native Argentine and Spanish WordPress communities in individual as nicely.
“Connecting with Spanish-speaking WordPress communities is invaluable for each sharing our expertise with buyer assist and letting others know what it’s prefer to work on our assist crew at Automattic.”
—Karen Arnold, a member of the Happiness Hiring crew
Connecting with the Argentine Group
The WordPress group is world, unfold throughout many cities, states, and nations. This decentralized facet of the WordPress.org open supply challenge performs a big half in Automattic’s philosophy of distributed work. It’s higher to have the perfect candidate for the job, interval, than the perfect candidate in your metropolis.
What’s the distinction between Automattic, the corporate behind WordPress.com, and the WordPress.org challenge? Be taught extra about .com vs .org.
Karen, together with Deborah Beckett, one other member of the Happiness Hiring crew, linked with the WordPress group in Argentina to arrange occasions round buyer assist. On their go to, they spoke with members of the WordPress Buenos Aires Meetup, WordPress Córdoba Meetup, and the brand new WordPress La Plata Meetup, in addition to members of the native tech group by their networking occasion at Sugar Bar in Buenos Aires and numerous co-working and incubator areas, equivalent to Co-Innova and The Tech Pub.
“We had been excited to attach with Automatticians and ask questions on Automattic’s distinctive buyer assist philosophy and what it’s prefer to work remotely with so many teammates,” stated Juan Francisco Aldasoro, a WordPress Buenos Aires Meetup organizer. Juan additionally owns a distant WordPress-related firm — and understands the worth of distributed work.
Automattic is a distributed firm, presently with 478 Automatticians in 45 nations — and rising! Be taught extra about our distributed work culture.
The conversations Karen and Deborah had in Argentina had been enlightening: they shared their experience on creating a buyer assist philosophy, but additionally had the chance to listen to actual questions and challenges dealing with group members who’re constructing their very own tasks and corporations with WordPress.
Speaking Store in Barcelona and Madrid
Pam Kocke and I flew to Spain to talk with native WordPress and tech communities. We spoke to a dozen or so members of the Barcelona WooCommerce Meetup, and later to the WordPress Barcelona Meetup and WordPress Madrid Meetup.
These had been useful conversations, particularly round learn how to construct a status for excellent buyer assist. “[Good support] not solely applies when your organization has a product,” stated Joan Artés, an organizer of the WordPress Barcelona Meetup. “It additionally applies if you personal an company.”
“Clients are additionally customers, and so they should be completely satisfied.”
—Joan Artés, WordPress Barcelona Meetup organizer
Buyer assist can usually be seen as an afterthought, however we consider in utilizing your interactions with customers as a means of constructing your status and goodwill amongst the tech group. When talking with group members in Barcelona and Madrid, we had been impressed by how a lot thought and time they’d already put into offering glorious assist. When an viewers member in Barcelona requested for recommendation on learn how to work with clients who’re deeply annoyed, we emphasised the significance of validating buyer considerations — and all the time going above and past.
We had insightful conversations, each on stage and off, and chatted with fairly just a few people who find themselves equally keen about offering distinctive customer support. We sit up for constructing these relationships, in addition to our Spanish-language assist crew.