In the last installment of our #SmallBusinessWeek round-up, today we focus on the service that underpins every other service we provide.

“Turn it off… and on again.”

This is a phrase you’ve probably heard often from your cable company or internet service provider. Or variations on the theme from your host or developer such as “uninstall it and install it again.”

Our support approach is the opposite of that.

Every support request we receive gets personalized attention and a relevant response. (We may, sometimes, ask you to “turn it off and on again” but you’re guaranteed that that’s because we genuinely think it will help resolve your issue.)

The customer support that I’ve received from Jetpack has exceeded all of my expectations. The folks at customer support have replied to my questions extremely fast. They also work quickly to identify and provide a solution to the problem. I can only hope that when my website grows up that I will be able to offer the superior customer service provided to me from Jetpack. Thank you again! Dave at DQ’s WebSolutions.

Comment by Dave.

Jetpack’s high ratings, of which over 65% are 5-star ratings, are primarily due to the excellent support we provide. We are able to do this because, although we care about things like ticket volume and response times, the main thing we care about is customer satisfaction — which averages at a steady rate of 85% full satisfaction — which is why our support staff call themselves Happiness Engineers.

This is rarely achieved by simply asking users to turn it off (and on again) by default. It is achieved by having an amazing support staff who practice user empathy, are experts in their field, and have a direct line to our development teams.

Can you get cheaper security services? Sure. But as you know, cheaper isn’t always better and having an expert in your corner when the chips are down is the clever option.

25 of Jetpack’s Happiness Engineers, September 2016

The Jetpack Advantage

Installing Jetpack means forming part of a community of people passionate about WordPress.

These are the benefits you will experience:

1. Expert opinions.
   Every person you interact with when contacting our support staff is an expert in WordPress, Jetpack, and security. We have 30 Happiness Engineers (and constantly hiring) dedicated to Jetpack all of whom interact on a daily basis with our product developers and designers.
2. A direct hot line.
   While we provide support to everyone, customers on a paid plan — starting at just $39 per year — get priority.
3. Your suggestions are listened to.
   At Jetpack, Happiness Engineers are our primary “voice of the customer”. We take serious note of bugs, requests, and issues that you report and do our best to address them in future Jetpack releases.
4. Global coverage.
   Our support staff are spread out across different timezones to be able to serve you better, wherever in the world you are.

Bonus: Exclusive Discount

Just for this #SmallBusinessWeek, in celebration of all the small businesses that keep the world turning, we’re offering a 20% one-time discount on all our paid subscriptions.

Just use the code SMALLBIZ at checkout.

And of course, if you have any questions, please don’t hesitate to contact us.

Next Steps: Compare plans and choose the right one for your site.

Today the focus of our #SmallBusinessWeek series is on marketing and search engine optimization.

The Hard Part Should Be Writing Your Content

One thing that hasn’t changed in decades (centuries?) of marketing — online and offline — is that as an entrepreneur, consultant, or small business owner you need to be found and you need to communicate your message.

The Internet has in many ways facilitated those things. But it’s easy to get bogged down in technicalities, numbers, and red herrings that distract you from talking to your customers, explaining your message better, and ultimately selling more.

A sample of Jetpack’s stats.

The Jetpack Advantage

For many WordPress sites, Jetpack provides the baseline starting point you need to make sure the “tech” is sorted while you focus on writing about your services.

These are the benefits you will experience:

1. Simple and concise stats.
   Available in your dashboard, on WordPress.com, on your mobile browser, and the official WordPress apps, Jetpack tracks your visitors, where they come from, and gives you insights that help you work out what content is resonating with your readers.
2. Get the SEO basics right.
   You don’t need expensive consultants to get your basics right. Jetpack automatically generates sitemaps for Google to understand your site and helps you verify your site with official search engines. Professional plan customers get some more advanced tooling to see search engine and social media content previews.
3. Expand your reach.
   Straightforward tools help you promote your message and capitalize on your existing audience. Jetpack makes it trivial to add sharing buttons, automatically promote content on Facebook and Twitter, use Related Posts to keep readers on your site, and allow visitors to join your mailing list.
4. Expert support.
   All Jetpack users, free or paid, are able to get in touch with our support staff to receive assistance with any of the Jetpack features. Paid customers receive priority support for much faster resolution.

Bonus: Exclusive Discount

Just for this #SmallBusinessWeek, in celebration of all the small businesses that keep the world turning, we’re offering a 20% one-time discount on all our paid subscriptions.

Just use the code SMALLBIZ at checkout.

And of course, if you have any questions, please don’t hesitate to contact us.

Next Steps: Compare plans and choose the right one for your site.