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
The internal collaboration behind a single reply
A customer reached out to our support team about an issue that had already passed through two Happiness Engineers (HEs) before it reached a third. By the time the third HE replied,…
In: CX craft
More from the team
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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 -
Meet Shohan: A day in the life of a Happiness Engineer
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Ed Thomas on fixing bugs, learning AI, and never getting bored
