WooThemes Excels At Customer Service During Crisis

While WooThemes was experiencing a crisis that involved the loss of 6 months of data along with their main website going offline, they still managed to provide great customer service. During the entire ordeal, WooThemes kept customers and the public updated with what they knew and what they were doing to fix the problem via their status blog. Their status blog was updated multiple times a day. Many people commended the company on Twitter for doing such a great job and it’s definitely deserved.

I wish companies whether they be WordPress based or not would so something similar when a crisis hits. Customers want to know what happened, what’s currently happening, who’s doing what, etc. When a crisis hits and takes a website offline, people don’t want a canned response to a support ticket or email, they want information. Information keeps customers calm or at least, calmer then they would be without it. I personally hate that feeling I get when a company seems to shove me off and pretends as if nothing is wrong. As for information, inform the masses, not just a few. That way, everyone is on the same page. Use your company site as a means of controlling the conversation so people don’t have to guess what’s happening.

9 Comments


  1. They truly do! I had to email them during the crisis and received a reply within 5 minutes. Amazing.

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  2. Poorly written, shameless plug; and this makes it millions of peoples dash feeder? When WpTavern was included there, they weren’t writing tweets like this. They should be removed now that they’ve focused on drivel..

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  3. I only caught the tail end of the issue, but I agree, they handled it well. I’m curious though, from a non customer service standpoint, if this will have any effect on their business going forward. Any thoughts?

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  4. @Brandon – I suspect there may be a minor backlash but nothing too severe. WooThemes has a fairly solid reputation in the WordPress community. Are they perfect? Heck no, none of us are. But they’ll learn from this experience.

    @Jeffro – I for one enjoy the balance of content here. If I want tutorials 24/7 I know where to go. Opinion pieces, especially those that provoke discussion, I enjoy reading even though I don’t often comment. Keep posting the so-called “drivel”.

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  5. The thing they didn’t handle very well was raising awareness, imho. There was no proactivity until I finally received an email from them urging me to upgrade my framework. I keep up on news about WP and vulnerabilities and what not, but how many ‘normal’ clients do? An earlier email blast for customers should have been a priority.

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  6. I think the work they are putting into fixing the issue and still helping us little users shows that the business will become even stronger after this event. People will start to tell everyone about the business that wouldn’t stop helping users even when there whole world was caving in on themselves.

    I got lucky and a few days before the attack I downloaded and started running Woo. When I found a problem I went for help and Woo was no longer there! I thought I was lost, but then found this post and found out I can still email them and ask for help! Thats amazing and there product is so good and editable!

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  7. I have a Woo based site and received the email in morning. There was some confusion as I clicked on the embedded links (one link sent me to a phishing site warning).

    However, I contacted Woo directly and received a response within minutes. They made rapid information releases so that I was able to update my framework without a hitch.

    Given the situation I believe that they did a good job.

    It started me to think about how I need to plan for a similar crisis if it happens on one of my sites.

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  8. WooThemes offer really nice themes both premium and free. Its good on their part that they’ve been so caring for their customers. way to go WooThemes!!! Love to be a customer to them.. Hope all the wordpress services take this as an inspiration..

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