Session

When Users Need Developers: Escalation Workflows for WordPress Products

You've launched your WordPress product and as your user base grows, so does the complexity of support requests. Previously straightforward configuration problems have evolved into complex plugin conflicts, cache edge situations, and theme compatibility issues. Support-to-developer collaboration is essential in an ecosystem with over 60,000 plugins - yet without the right processes, it often leads to frustrated developers, overwhelmed support teams, and waiting customers.

As VP of Engineering at WP Media and RankMath, I'll share battle-tested strategies that transformed our support-to-engineering workflow:
- Implementing structured debugging protocols with automated environment analysis;
- Creating a knowledge transfer system that empowers support teams to handle technical challenges;
- Establishing clear escalation criteria to balance urgent user needs with development focus;
- Developing technical documentation that turns complex investigations into reusable guides.

You'll leave with practical templates and workflows that scale from individual plugin businesses to enterprise WordPress operations, transforming support escalations from a bottleneck into a competitive advantage.

Mathieu Lamiot

Engineering Manager @ WP Media

Châtenay-Malabry, France

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