 Very nice to meet you. It's very good to be here today to talk about another thing in group press is about support. We do development, we do testing, then we do support. So my talk with many is about our team, my team, WPML support team. OK, so let a little bit introduction about my company and myself. My company is an entrepreneurial system. We have three main products. The first one is WPML to help you with multilingual site in group press. So anyone here uses? Oh, yeah, not too many. We have two sets heavier to great advanced cartonsite, but everything in the back end, in WPML. The next thing is about, yeah, it's not related to world press directly. It's a catalog class or translation service. About me, I'm working mainly in the support team. WPML support team also take part in another activity in the company. For example, community documentation. OK, that's enough for introduction, I guess. OK, I will go ahead to the presentation. The first thing is the support. So why do we must have? Actually, there are a lot of reasons to have the support. But the first thing is that when the client buys product, they will take a look very close to how the support is, how the company, how the team respond to their support. There are some more requests. So that's the first thing. The second is that the support you also require marketing channel is another name, what about marketing channel? That means if you're doing good at support, so the clients, they are ready to sell, they are ready to write about how good you are. But if you're doing best, so yeah, you also get very negative feedback or so. The last years, but I think it's also very, very important, is that the support is a place where you can hear about the client list, what the issue that you're struggling for, then you have the inside and you can adjust as a feature to improve the product. So the bottom line with support, yeah, it's about revenue, it's about profit when you have good support. So it's going to influence to buy experience. And yeah, based on this research from Saint Frost, it's going to increase by experience. OK, so let's, yeah, we know support is a must-have. So when the client come to the support, what do they expect? Actually, they expect a lot, a lot. But I think the amazing thing, they want the solution right away. They don't want, you know, in marketing, we have a term like AB testing. And for back for ECU, they don't want AB testing at all. They want the solution. They want to get the response as fast as possible. And even, yeah, even they are in the, yeah, usually when you have problems, you cannot in the good mood. But yeah, but you still expect to have the comfortable environment to talk with the supporter. Yeah, you don't want to get the road course, something like that. And if possible, you expect the client expect that they can talk in their own language, their native language. Oh, OK, so we know why support is a must-have. We know what the customer wants. So just the next year, our company, our team story. So how we get their loyalty. Oh, the first is while defy support. Actually, I think there are a lot of definitions about it. It depends on each team. For example, you can defy something like you support. Everything, every problem the client asks for, no matter the problem is related to top rocks or not. And maybe there are not definitions, something like, I will try to give the clients the solution. But if they cannot get it works, so let's equalize them. So actually, both of them are not good. So sometimes we cannot have the client. Because they want something that's not included in the sports. So what we do, what we need to do is, in any case, we need to try to make them happy. We need to try to send things to the customer. That's why in the first day, in the first training document for every new supporter in our team, we set this kind of attitude. Every supporter needs to know that we need to try to make the customer happy. Then they will recommend, they brought, they twisted their eyes, brought about how good we are. OK, so next is about training. In WPML, we believe that a capable supporter, we believe that training is a good investment. Yeah, it's called if a supporter is capable, he or she can give the sport, give the solution quickly, and reduce the sport time, reduce the waiting time for the client, and make them more happy. Therefore, we have a lot of, lot of training inside the team. We have, when new people, new supporters are in the team, they don't go to the sport right away. They have one month for preparation. They need to know how our team work, how approach, how to approach for specific techniques. Then all these things is done by one by one training, that take around two weeks to one month. Then we also have a training when we release new version. Supporters need to go to training to know what is new in the new version, what will be fixed, and what's a possible issue the client may get with new version. And yeah, and we also have a lot of additional training, for example, how to debug for specific scale, how to fix some common issues with our team, as a product, yeah, that's about training. On the next in our organization in the team, our team is pretty big, it's around 15 to 20 people inside the sport team. So we need to have the good organization, and this is how we organize the team. We have tier one, that means front desk team. This team will take all new techniques, then they will give the solution, the possible solution, then it's a case of ECB2 complicated, and they cannot get through. And the tier two sneer go ahead. But the difference here is that tier one know about the situation, know about the problem, so they prepare the detailed description. So tier two just go ahead and do more debugging. And the last tier, tier three, they cover the bridge between our spotter and developer. They will go around, they will take a look, and they may escalate the issue to developer, and even they need to fix for the issue. So the next is about, since we have the team member is distributed around the world, so we have ability to extend accessibility to our customer. Working hour in the sport forum is 24 hours per day. We almost have no holiday in the team, because, for example, people in the US, in Europe, they have a holiday, like the ending of each year, the biggest holiday, the longest holiday. But there's just a normal day in many other parts, in Asia or in India, something like that. And since we live in many countries, so we, most of, yeah, we bilingual, and we even three-lingual, so we can support in many languages, in their current native language, for example, currently we support in French, Spanish, Italian, Hebrew, Chinese, yeah, and something more I don't remember. The next is about policy. Why I say this here is because sometimes clients they expect too much. Then we need to make the sport policy clear to them that's what we don't, what we do, what we don't is sport. For example, of course we need to support for everything, every feature that we offer to the customer, but we cannot support the team like CartoonWorks, our team do not provide CartoonWorks or something like server configuration, yeah, we don't, that's not included in our bracket support. So, yeah, we need to make that clear to the client, and yeah, if not, they will be easy to get obsessed. Yeah, but in the case we cannot help the client, we also try to give them some hard solutions for them. In this case, we have a list of certified partners that they can come to this partner and yeah, they ask for work. Yeah, of course, need to pay more money. Yeah, in our team, we also use a lot of indicators to know ways why something in the last work. We have collected information for each, for the whole team, for each individual, each team member, and even each team we're working on. Here is some indicator, yeah, we have great team, people, the customer rate, great, good, not so good. They can write the detailed feedback and yeah, many other like new tickets per month per day, every time to resume. With these statistics in fall, we, when the problem happens, for example, yeah, the queue is going, going high in some days, so we need to know, we can know that's where it's from, sometimes it's from our procedure, we change the procedure and it slows down our process. Sometimes it's from, yeah, for example, our new release having some critical bugs, we can figure out where the problem is from and we also use this to optimize our sport activities. The next thing is about the cell health, because we think that if the customer can find the solution by themselves, that's much better and that's much faster for them and that also means we can reduce the sport load so we can have a lot of cell health. The first documentation is about how to use this, how to set up by step by step, I think every team, every brand having this. Another thing is about Eretah. Eretah is a place where we list all known issues. So with this information, the client, the customer can go through the list and know that a specific issue is known or not our developer is aware about this or not. Sometimes, many times, actually, many times we provide the work around, then the customer can still work on their projects with our work around before we release the new version with the fix, something like that. We have something I think that's a bit different from many other teams, that we have resource summaries, that is when a ticket is getting re-thrown, a supporter will write in detail the information like what the issue is, how to replicate the issue and the solution. So that makes a lot of sense in the case because when the client opens a new ticket, they write and we go through our database with resource summaries. We display the possible related tickets with the solution. Then they will go through the solution right away and stop writing. The last one is about our support channel. We use a forum and we make it public. That means based customer, they can create new requests, new tickets about the problem they have, but everyone can see the conversation between the supporter and other clients. That's all what we do. At the end of the day, the client is happy. We are also happy. Everything is still going very well, but that does not mean we stop and do nothing more. We have a lot of ideas to improve. Yes, for example, the idea, some of them we are just in the idea we implement in the future, but some of them we are doing it. For example, back to documentation, we may try to use a wiki format. It's called we want the supporter documentation team and even our client can contribute to our documentation. So wiki format is the better tool for this purpose. The next one is automatic ticket assignment. We are implementing this. This is something like before, supporters need to take tickets by themselves, but now we use some algorithm to calculate the sports pace, calculate the supporter working time, holiday, vacation days, and the sports plot. We allocate the tickets to the supporters. The next thing is about document suggestions. Currently, when the client opens new tickets, we display only the recent tickets with summaries, but in the future we are thinking about display documentation also. And the last one here is about seeing our team is pretty big, so we divide the team into the small group using P2 teams. So everyone from other time zones, when they work, they can see, and when they have ideas, they can write there, so everyone can get updates, can know about that, and we may have solution faster. And yeah, we still keep Skype for the whole team. Yeah. Okay, so that's all for my presentation. So yeah, discussion. Do you have anything to discuss to contribute? Yeah, please. So we still have five minutes. Alright, we will proceed then. Thanks, everyone.