From the Happiness team at Automattic
Customer
experience,
from the inside
Opinionated notes on CX and support from the people behind WordPress.com, WooCommerce, Jetpack, and Tumblr — written in public, while we do the work.
Customer
experience,
from the inside
Opinionated notes on CX and support from the people behind WordPress.com, WooCommerce, Jetpack, and Tumblr — written in public, while we do the work.
Topics
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Latest
Context switching has a cost; empathy can help lighten the load
A dozen Happiness Engineers, a dozen products The “Jetpack Happiness” team name is a bit of a misnomer. Currently, our team of a dozen-ish Happiness Engineers support not only Jetpack, but a…
In: CX craft
More from the team
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How AI helps us ask for reviews at the right time
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The internal collaboration behind a single reply
In: CX craft -
Benchmarking our own AI assistant
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What do customers actually praise when they’re happy? We read every positive comment from the last two months.
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Designing learner-centered documentation (Support Driven Expo 2026)
In: CX craft -
Meet Odie
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Inside the review process of our customer satisfaction ratings
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What is a good customer experience?
In: CX-ology -
Building Happiness in public
In: CX-ology
