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
How we protected sites during the UpdraftCentral compromise
TLDR: When UpdraftCentral was breached in October, we blocked the attack across WordPress.com the same day, then tracked down and cleaned up hundreds of affected sites. Most of their owners never noticed…
In: CX craft
More from the team
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Context switching has a cost; empathy can help lighten the load
In: CX craft -
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
