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
Beyond the ticket: what a Happiness Engineer does with two hours a day
Before starting at Automattic I wondered what the Happiness Engineer role involved outside of direct support work. Happiness Engineers (HEs) are customer support agents who help users with WordPress.com, WooCommerce, Jetpack, and…
More from the team
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How we protected sites during the UpdraftCentral compromise
In: CX craft -
Context switching has a cost; empathy can help lighten the load
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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
