World Class Customer Support for Your WordPress Themes and Plugins
Let our team of WordPress experts look after your customers so you can focus on building awesome products & growing your business.
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Are you Spending too much time and energy on the Customer Support of your WordPress Theme or Plugin Business?
Would you like to hand over all this to a team of experts with 10+ years of WordPress experience and a proven track record of delivering top quality WordPress product support?
We Know What You're Going Through..
5 years ago we were in the same boat.
Our previous WordPress plugin/theme company was growing rapidly but we were drowning in customer support...
JavaScript conflicts, caching issues, internal server errors, PHP version errors, product questions, configuration options, compatibility with other themes and plugins, feature requests, customer insights, bug reports. We had it all. And we were receiving over a hundred tickets per day...
As the co-founder of the company, I distinctly remember pulling multiple all nighters each week just to reduce the support backlog. Only to wake up the next day and see the tickets pile up again. Any spare time would be spent trying to fix bugs, coming up with new features and running marketing campaigns to grow the business.
It was all too much. It was a highly frustrating and demoralizing period. We were working the hardest we've ever worked, yet we were only treading water and not making any progress as a company.
We Knew We Needed a Customer Support Team
I distinctly remember searching everywhere for a company that we could work with to outsource our customer support to. But, as you already know, WordPress customer support is highly esoteric and we couldn't find a single specialist.
While we did find a generic outsourcing company to work with, they couldn't provide the kind of quality support that we were looking for. They just didn't have enough knowledge of the WordPress ecosystem and especially the underlying technology that powers it.
It felt like we were spending more time providing guidance and correcting our team members than if we were just doing the support ourselves.
That's When We Realized That We Had No Choice but to Set This Up Ourselves
We started to delve into the reality of what it really takes to set up a high quality WordPress technical support team.
We knew we were going to have to spend years learning and putting systems in place to offer world class customer support for WordPress so we decided to package everything up as a service to offer other WordPress software vendors.
That's why LevelUp exists today.
We Exist to Solve Your WordPress Customer Support Problems, Free Up Your Time and Take a Load off Your Mind.
When you work with us, you don't have to worry about any of the problems above.
We've spent the past five years solving them as best we can so that you can get on with building awesome products for your customers and growing your business.
We've Done Everything We Can To Solve Your WordPress Customer Support Problem
Hear From Some of Our Clients...
„
Our previous company never came up with anything this good in 3 months of doing our support.... it's lovely that you can think about the needs of the business and help us to become more successful.
Katie Keith
Director, Barn2
I can't begin to explain how much time LevelUp have saved us. Simply knowing that our frontline support is handled means I can focus on the other aspects of running a WordPress product business. They keep me constantly updated in terms of hours spent, and produce charts and data which have helped shape our documentation and support processes. I can't imagine going back to the old way of finding support staff. LevelUp are simply the best in the business, and I've tried a few solutions!
James Kemp
FOUNDER, ICONICWP
„
And From Some of Our Client's Customers...
Ready to LevelUp Your WordPress Product Support?
Let's chat...
Why Work With LevelUp?
We Work With Your Existing Helpdesk
Our agents can work with your existing setup and process. No need for technical or process changes.
Part Time or Dedicated Full Time Agents. Small Minimum Commitment
Decide between part time or dedicated full time technical support engineers. We bootstrapped our own companies - we know that it can be tough getting up and running. That's why we offer part time agents with a small minimum commitment of only 2 hours per day.
Any Time Zone Coverage
We have agents around the globe and can provide any time zone coverage you want.
Receive Glowing Trustpilot Reviews
Our agents are trained how to turn delighted customers into 5 star TrustPilot reviews to grow the positive reputation of your brand and increase sales.
No Long Term Contracts
We understand that building and growing companies can be unpredictable. That's why we don't lock you in on any long term contracts. You can cancel or downscale your team with just 30 days notice.
We'll Grow With You
Often we can instantly scale up your team on demand. If you have niche requirements our experienced recruitment team will find the perfect fit for your company.
Monthly Insight Report to Learn From Your Customers
Your customer support is a gold mine. We help you mine customer insights that shape your product development decisions.
Our monthly insight report keeps you on the pulse of what your customers are asking for. Reports include actionable data such as most common feature requests, common complaints and compliments, misunderstandings, bug reports and key insights. We help you learn what your customers really want and need.
Managed or Seat Only Service
Choose whether you'd like us to fully manage your support team members or whether you'd like to take full control of your team internally.
Fully Remote or On Site
Choose whether you'd like support agents to work fully remotely or whether you'd prefer them to be available on site in our office.
Access to the Best WordPress Tech Support Talent
With over 5 years of WordPress talent acquisition experience, we have a proven recruitment process and a large network of motivated and skilled tech support engineers ready to help you.
Your Own Dedicated Success Manager
Reach out to your dedicated liaison any time over Slack, email or call. We're here to ensure our partnership succeeds.
Every Response Matters
Our managed support service includes continual Quality Analysis with our custom built QA platform. Agents are regularly quality checked and ranked based on their performance.
Your agents know that every response matters and are engaged to deliver the highest quality replies.
Highest Quality WordPress Tech Support Agents From Day One
Our own bespoke 6 weeks WordPress tech support training program ensures your agents are ready to go from day one.
Never again worry about ramping up people that are new to WordPress support.
White Label - We Represent Your Brand
Our support engineers represent your company so that your customers never know that you're working with us.
You can view LevelUp WordPress technical support agents as being an extension of your own team.
The First Company Dedicated to WordPress Technical Support With Over 5 Years Experience
We're the first and only company that specializes in offering support services for WordPress plugin and theme vendors.
We have over 5 years experience working with some of the biggest brands in the WordPress space. Your customer support is in safe hands with us.
Ready to LevelUp Your WordPress Product Support?
Let's chat...
"But My Products are Too Complex for Outsourced Support..."
You probably feel that you know your products better than anyone else and you're worried that nobody else can provide the same level of support that you currently provide.
You feel like you have to do all the support because you believe that nobody else can do as well as you.
You've built the product from the ground up and you have unique insights to offer customers. You know the ins and outs, the little tips tricks and even the plugins that work well with yours.
In short, you're scared to let go even though you know it's stopping you from focusing on other high leverage parts of your software company.
We understand what this feels like because we went through the same journey ourselves.
We remember thinking exactly the same thing. But ultimately we had to build a team to manage our support solution in order to scale.
Within a year, our thinking went from "how can we find people to manage our support as well as ourselves?" to "how did we ever do all of this? These people are doing it way better than us".
The truth is that most of our clients have complex products each with their own nuances and ecosystem. And it's very common to feel like you're irreplaceable.
With a combination of the right people, training and management not only can you replace yourself so that you can focus on other areas of your business, but you can be proud of the customer support that your team are offering.
At LevelUp, we have a proven track record of working with complex product portfolios including some of the largest brands in the WordPress ecosystem.
But don't take our word for it...
Here's one of our clients describing her experience of working with us in a recent episode from the WP Product Talk Podcast:
Listen to Katie From Barn2 Plugins Describe Her Initial Skepticism Before Working With Us
..I Immediately Realized That I Would Be Proud To Have This Guy Answering Tickets For My Customers...
I hired someone from LevelUp which is the agency that Jack mentioned a minute ago. They just do support for WordPress theme and plugin companies. So all their people are really well trained and so know WordPress as well as customer support philosophies and principles and things.
I think it was James Kemp that recommended them to me. I was really sceptical, they were based in the Philippines and having had bad experiences in some overseas outsourced customer support from things like banks and other industries, I was really cynical.
But I contacted LevelUp and they sent me some sample responses and one of their guys that they were proposing allocating to Barn2 and he was just amazing. I immediately realized that I would be proud to have this guy answering tickets for my customers. And he's still with us now four years later.
„
Katie Keith
Director, Barn2
100%
NPS
Our Clients Rate Us With a Net Promoter Score of 100/100
An NPS rating of 70 or more places you on the list of top customer-centric companies. This likely means that your customers love you, and your company generates a lot of positive word-of-mouth referrals.
WordPress Is All We Do
We turn down everything else so that we can focus on being the best at WordPress technical support.
Here's Why You Can Trust Us With Your Customer Support...
Dedicated WordPress Experts
Our entire team is dedicated to the WordPress platform. We're likely already familiar with many of the issues that your customers experience and getting up to speed on your theme or plugin will be straight forward.
Highly Motivated & Engaged People
We’ve spared no expense to create a working environment where everyone is engaged. Our team of support heroes love what they do. No danger of generic and apathetic customer support, here.
Instantly Contactable, Responsive Communication
Call us or message us at any time and speak directly to your account manager. Have as much or as little control over your team as you like. Our team is your team. We're here to support you.
Relentless Improvement
The company culture at LevelUp is one of relentless improvement. We’re always refining and improving our support philosophy to provide the best customer service we can. We aim for 1% improvement every single day.
Elastic & Flexible Support
We work to your requirements. Want a more hands off approach so you can focus on creating? Need to ramp up the team quickly for a new release? Tell us what you’re looking for and we’ll make it happen.
Every Response Matters
You don't have to worry about vague, unspecific and unhelpful support. Our team is trained to provide awesome support, every time, with our internal support philosophy and replies are consistently checked by our QA team.
Excellence Assured
No need to worry about underperforming staff. All team members are fully managed with output and quality being monitored. We'll keep you informed with regular reports so that you always know how your team are getting on.
We Use The Same Tools You Use
We Adapt to your Needs...
Any Help desk
We can work with any help desk system out there. No need to migrate from your existing solution, we'll adapt to your setup.
Any Timezone
We can offer round the clock support across multiple shift patterns or you can specify the exact hours during which you want your team to be available. It's up to you!
Any Volume
You choose the amount of support you need, whether it's a couple of hours per day or a team of full-time Support Engineers. We can quickly adjust in case you need to ramp up or ramp down.
Part Time or Full Time
Get started with as little as 2 hours per day and only a short 30 day termination period.
Remote or in Office
Choose whether you want your team to work remotely or in our Manila office.
Managed or Seat Only
You decide whether you want to include our QA, training and management services.
Any Skillset
Are you looking for developer level expertise or only tier 1 support? Let us know and our experienced recruitment team will find the right agent for you.
Check What Our Clients Say About Us
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LevelUp came highly recommended by another developer on the WooCommerce community. I had been handling all the support myself which was restricting my ability to work on higher-level planning for the products. The team was onboarded quickly and has been doing a fantastic job. I’m still available for the higher-level support issues, but they have removed 90% of my support workload.
I cannot recommend LevelUp highly enough. Even for part-time support they are worth every single cent.
Jamie Madden
Founder, WC Vendors
„
Thanks guys for the support and getting such great customer feedback - loving it! Keep up the good work.
Georges Haddad
Founder, Xplodedthemes
Imagine Receiving Customer Feedback for your WordPress Theme or Plugin like this...
Our 21-Day Guarantee Makes It Risk-Free to Give Us a Try...
100% Money Back Guarantee for 21 Days
We're so confident you'll love working with us that we'll let you try our service for 21 days risk free....
If, for any reason, you don't like the service that we provide after 21 days then we'll cancel the trial and you won't have to pay a cent.
Frequently Asked Questions
We usually have a number of technical support engineers on standby. If we have a good candidate for your specific requirements then we can get started almost immediately.
Sometimes, especially if you have niche requirements, our recruitment team will look through our database of support engineers and hire the right agent for you.
Once hired, we'll put them through an intensive 6 week training program after which we'll start the onboarding process.
If you prefer, you can be involved in the hiring process and have the final say in who gets hired.
Yes, we adjust to your own helpdesk and tech stack. We have clients using ZenDesk, Freshdesk, Helpscout, Intercom and other popular ticketing systems.
Yes, we have a 21 day guarantee. If you're not happy with the service that we provide after 21 days then we won't bill you for it and we can end the collaboration.
We have a 30 day notice period if you wish to cancel our service or downscale your time allocation. We don't lock you in on any long term contracts.
Of course. Our engineers are happy to help with any tasks relating to customer support including helpdesk documentation and training guides.
Our managed service includes regular agent performance tracking.
- Every agent has a team lead with which they'll have a weekly one to one to look at their performance metrics (output and quality)
- Each agent is quality checked on a weekly basis by our in-house QA team and entered into our bespoke QA platform.
- Quality metrics are captured in the agent's scorecard showing progress over time.
We have many different metrics that we use to track the quality of our agents and we're fine tuning our QA program all the time.
The price varies depending on your specific requirements. We have engineers that range from tier 1 reps up to developer level technical expertise. The agents with more experience and technical chops are priced higher than the tier 1 agents.
Get in touch with us to discuss your requirements and we'll give get back to you with an idea of cost for what you're looking for.
Yes, you'll have a dedicated account success manager that you can contact at any time if you have any issues, problems or to suggest ways that the agent can improve.
Yes, we can offer part time support agents. We have a minimum commitment of 2 hours per day.
Full time agents come with a 10% discount on their hourly rate.
Yes. We already have some clients that have a mixture of LevelUp engineers along with their own in-house support team. Our engineers can integrate into your existing team and you can manage them in the same way that you manage your in-house support agents.
If, for whatever reason, you are unhappy with the performance of your LevelUp support engineer then you can contact your dedicated success manager directly with concerns and our team will do a full performance review of the agent in question.
If necessary, we have what's called a PIP (Performance Improvement Program) that we put agents through if we have concerns about their performance. This is a structured program that involves the agent in question, the support team lead, HR and the Support Operations Manager and involves a cycle of continual monitoring and feedback until the agent improves.
Alternatively, if you'd like to replace your team member with another LevelUp agent, we can handle that for you.
We're flexible and integrate with the communication channels of your choice. We have clients using Slack and basecamp to name a few.
Most of our clients liaise with their account manager through Slack. Your technical support engineer(s) can be added to your preferred communication channel just like any other team member.
Ready to LevelUp Your WordPress Product Support?
Let's chat...
