MainWP Support Updates

I wanted to touch base with the support projects we’ve been working on and testing throughout the year. We’ve worked as a team to tweak our support system, improving its ability to handle the larger number of users MainWP has gained this year.

Many of the projects have been going on in the background as we ran through multiple A/B tests and workflows.

Some have been released in plain sight like the new Knowledgebase and others like the MainWP Community we’ve been promoting throughout the year.

Today I just want to review some of those changes with the most important being the conversion to a new Help Desk system.

Announced Help Desk Hours

We added our official Help Desk hours to support forms and to the support policy. They are 7 am to 3 pm EST Monday-Friday.

While this may seem scary at first, this has been our internal policy for years; we are just setting it in writing now. I wanted to be able to set expectations better as we add more users.

The support staff can still jump in any time they want to, whether it is to make up time or add time to their compensation, and that option is still available to them. I do not put a cap on the hours the support team can work; I only require that they are available during the support hours specified.

New Support Desk

After years and 1000’s of tickets with FreshDesk, Help Scout, and HubSpot, we’ve decided to move to Intercom. It’s never easy to change support desks, especially one you’ve used for so long.

However, Intercom better fits our current needs and support flow without having to create custom solutions.

If you have an open ticket before today, it will remain on the old help desk system until it is resolved, and you will still see support replies from the support@mainwp.com email address. However, this email will no longer take new tickets.

New tickets from today will need to use the contact form, support form from the my-account section, or email support@mainwp.com to start a new support ticket. Also, new tickets will be responded to using the support@mainwp.com email address. Be sure to add this to the “allow list” with your email provider.
We’ve been testing Intercom for a while now but there are bound to be a few hiccups so please be patient with us during the transition.

New Support and Contact Forms

New Knowledgebase

We rewrote the old MainWP Help to the new MainWP Knowledge Base.

The new KB includes the SearchWP search engine to provide a better search than WordPress’ built-in search. With almost 200 documents covering every aspect of MainWP that we’ve collected over the years, this is the best place to start looking for an answer to any question you have.

The MainWP Community

The first and oldest release in the revised support process began with MainWP Community’s testing. The Community was a new discussion point to source the user base to help each other. I’m happy to report that the Community has been growing every day, and we’re seeing excellent involvement from many MainWP users.

After the Knowledge Base and nearly a year, and hundreds of questions answered by other MainWP users, this would be the second-best place to look for any MainWP questions you have.

New Support Bot with Live Chat

After experimenting with various helpdesk solutions over the years, we’ve now implemented Intercom’s Fin bot as our primary AI support assistant.

The results have been impressive!

Fin has achieved a 55% resolution rate with an 84.6% customer experience score. With a 16% involvement rate, Fin strategically engages with the right conversations while maintaining high customer satisfaction.

This targeted approach allows our human agents to focus on more complex issues while ensuring customers get quick, accurate responses for common questions.

Removed Usersnap

With Dashboard version 4.1.2.1, we removed the Usersnap screen capture option. I don’t think most of you will notice this since we used it for a year, and on average, we received four screenshots a month from users, so that I couldn’t justify the fee for a feature not being used by users.

Let us know your thoughts

At the bottom of this page is a link to the MainWP Community to discuss this post.