Rafin is Head of Support & Product at Startise, who has spent more than seven years working across product, support, and customer experience in the WordPress ecosystem. Over the years, he has worked on WordPress plugins and SaaS products used by millions of creators, while being closely involved in everything from understanding user problems and shaping product roadmaps to handling support challenges and turning customer feedback into better products. His work sits at the intersection of WordPress, product management, AI, and customer experience. He enjoys sharing the practical lessons that come from building products, solving problems for users, and figuring out what actually works beyond the theory.<\/p>\n\n\n\n
Topic Description<\/strong><\/p>\n\n\n\n AI is expanding what customer support teams can do\u2014from answering questions to fixing bugs, building small features, and solving problems that previously required days of back-and-forth with developers. This session explores how WordPress support teams can use Claude, ChatGPT, MCP-connected tools, and collaborative AI workflows to investigate complex issues, act on customer requests, improve documentation, and automate repetitive work. We\u2019ll also explore how connected workflows make it possible to move troubleshooting forward from your phone, even when you\u2019re away from your desk. The focus goes beyond faster replies: it\u2019s about resolving the problems behind refund requests, turning frustrating experiences into satisfying resolutions, and earning five-star reviews through great service. Attendees will leave with practical ideas for building a more versatile support team that contributes to product improvements and customer retention, with human judgment, testing, and empathy guiding the work.<\/p>\n\n\n\nSocial<\/h3>\n\n\n\n