We’re excited to announce that our CEO, Anna Hurko, recently spoke at WordCamp Europe 2025 about something that lies at the heart of everything we do: building support as the core of our product.
Why Support Matters to Us
Support isn’t merely a department at Crocoblock; it embodies our philosophy. As Vanessa shared in her talk, Building Support as core of product, we believe that product support is what transforms customers into community members and drives genuine product innovation.
Seven years ago, starting with just a Facebook community and refusing to hide behind traditional support barriers, we’ve created something special: a company where everyone is part of the support team, from developers to the CEO.
Our Core Support Principles
When we launched Crocoblock, we made a deliberate choice to break every traditional support rule in the book. Instead of creating barriers between customers and solutions, we built bridges. Here are the principles that guide all our actions.
No ping-pong with customers
Whether you reach out through chat or a ticket, our support team members are equally skilled and can resolve your issues without transferring you between different departments or systems. No more “please submit this form” or “wait for a bug report”; only direct solutions.
Complete honesty
Transparency is everything to us. If it’s our fault, we admit it. If there’s a bug, we acknowledge it immediately. If we can’t assist with something, we tell you directly instead of sending generic “we’ll try our best” emails. This honest approach has built incredible trust with our community over the years.
Direct access
Our clients can connect with anyone on our team, including developers, product managers, and even the CEO. We believe in face-to-face communication, and our customers often provide feedback directly to the people who build the features they use.
Everyone is support
Since our very first launch with just one dedicated support team member, everyone at Crocoblock has been involved in customer support. Developers, coordinators, and leadership all jump in to assist customers. This isn’t only about managing volume – it ensures everyone comprehends our customers’ true needs and pain points.
Customer feedback drives product development
Our support team doesn’t just resolve issues; they’re our direct link to understanding what customers truly need. Every interaction, every pain point, and every suggestion flows straight into our product development process. Our customers literally help shape what we build next.
Where You Can Get Help
We believe in meeting you where you are. That’s why we provide various ways to receive support and engage with our community.
Support channels
- Help Center with comprehensive documentation;
- Live chat support for immediate assistance;
- Ticket system for detailed issues;
- Zoom calls with support representatives.
Community spaces
- Facebook Community, where it all started;
- Discord Community for real-time discussions;
- Reddit monitoring and responses;
- YouTube channel for learning and tutorials.
At Crocoblock, we don’t just create WordPress tools; we foster relationships. When support is at the heart of what you do, everything else follows. Go check out the full talk: Building Support as core of product.
That’s it. If you attended WCEU 2025 in Basel, feel free to share your experience.
