Queen of All Trades, Master of Support

RocìoWe’re extremely happy to welcome Rocìo (@rociovaldi) as our third full time team member on support.

Our user base has been growing steadily, and so has support. We needed to beef up the team before reaching a breaking point.

We are also eager to improve our average response times to all our users.

In August, for example, we had an average response time of 19 hours for free users, and 11 hours for Premium.

These are just numbers, of course. Quality of customer service is just as important.

Rafael, our support lead, and I did extensive screenings in July to find the person that truly cares about helping others. It’s a rare breed.

Rocìo caught our attention because she:

  • is a MailPoet user first and foremost
  • is active in the community (WordCamps,  wprealm.com, mecus.esrociovaldivia.es)
  • is part of the Spanish translation team of WordPress and BuddyPress
  • does occasional contributions to BuddyPress
  • is a moderator of the Spanish wordpress.org forums
  • has coauthored the book WordPress para Dummies (2012), the Spanish version of WordPress for Dummies.
  • has published plugins on the repository
  • totally fun, proactive, patient, and outgoing

She’s based in Spain, which will considerably improve our response times to our European users, or half our total users.

If you’re going to WordCamp Europe or San Francisco this fall, you’ll have the pleasure to meet her. In fact, she’s even a speaker at WordCamp Europe.

Finally, and while I still have your attention, we have two job openings for developers!


1 Comment

Stop Subscribers Ignoring Your Emails – Part 2

Offer email to reactivate customers

In Part 1, we talked about why we should do regular housekeeping on our lists, and developing a strategy for reactivating our customers. Now we’re going to show you how to do this in MailPoet.

Creating your inactive list

First, create a new list to add to your subscribers to, and call it “Inactive subscribers”.

Go to the Subscriber tab in MailPoet and click Add List:

Add a subscriber list

Create your list and save it.

Read More…

1 Comment

Stop Subscribers Ignoring Your Emails – Part 1

Filter of subscribers who never opened or clicked

If you find that your open rate is declining over time, it’s time to action!

Of course, you should begin with first questioning why subscribers might not be enjoying your content and we’ll deal with that in future posts. And whilst you are looking at who is opening your emails, you should also pay attention to the people that have not read or clicked on your emails for a while, and make them decide whether they would still like to hear from you. This is known as reactivation. Read More…


Sucuri, the Hack, and the Lessons Learned

We believe in an open, safe web.

Open means a web without secrets, where communities rule, where nothing is kept hidden, where security vulnerabilities are discovered, fixed and discussed without any fear. Heck, we even believe “Hackers are the internet’s immune system“.

Safe means a web where good hackers discovering vulnerabilities can safely get in touch with companies, disclose exploits and get rewards and credits, after letting companies fix their mistakes in a reasonable amount of time.

Are we sure we are all aiming for this in the WordPress community? Read More…


Security Update, Part 2.

MailPoet users, we are really sorry.

The last week exploit was bad, and we should have never released a WordPress plugin with that in it.

We kept researching and running security tests on our plugin to see if we were missing something else.

A few hours ago Dominic Lüchinger, security engineer (https://twitter.com/drdol), contacted us to disclose a possible attack leveraging the way PHP merges into the REQUEST array all GET, POST and cookies parameters. It’s directly related to the previous vulnerability, and we just released a new version 2.6.8 to address this particular threat.

It’s common thinking that WordPress is an insecure platform and all plugins are full of exploits. We need to change this right now! Read More…


Critical security update for MailPoet

Recently we were made aware of a security threat in the MailPoet plugin which could allow a potential hacker to upload PHP files onto your server and execute them, which is a very serious vulnerability.

We started working on a fix immediately and pushed it to the WordPress.org plugin repository as soon as possible. The fix is now available in MailPoet Newsletters version 2.6.7 2.6.8 and above.

If you haven’t updated yet to the latest version of the MailPoet plugin, please do so now. We recommend always running the latest version of core WordPress (currently 3.9.1) combined with the latest version of our plugin to keep your site as secure as possible.

To install the MailPoet update, go to your site’s Dashboard > Updates and you’ll see the MailPoet plugin update listed under the “Plugins” section. Alternatively you’ll find it in Plugins > Installed Plugins > Update Available, or the latest version is available in the WordPress.org repository.

We take your site’s security very seriously and we will continue to work hard to keep the MailPoet plugin secure, in addition to useful, for all our users.

Update: If you have a version of MailPoet older than 2.6.7 2.6.8 that you still want to use; whether that’s because you have a few customization of our plugin you want to keep or some other reason. We now have a standalone plugin which will protect your site from this security threat on all the previous versions of MailPoet. Download it here.

This being said, we highly encourage you to keep running the latest version of  our plugin on all of your sites to stay on the safe side.


Thanks for Recommending Us

Over two thirds of our users recommend our plugin to friends or colleagues. Good news!

We got these results from 5700 users who answered the poll that was displayed after they updated their MailPoet:

“Have you recommended our plugin to a friend or colleague?”

Pie chart showing 64 percent of users recommending us Read More…


Building the Right Team

Photo of MailPoet team: Funchal, Kim, Rafael and Gustavo

Funchal, Kim, Rafael and Gustavo, with a brick wall in Brazil.

I just came back from a week in Brazil to spend time with our 3 Brazilian colleagues at MailPoet: Funchal, Rafael and Gustavo. It was the first time I got to meet them in person.

Skype and Google Hangouts is no substitute for living with your colleagues in an apartment for a week. Face to face encounters galvanizes trust between individuals.

I feel more confident in our team than before I boarded the plane for Rio de Janeiro. Nothing special happened in Brazil, I just got “the feeling”! Read More…


Why Are They Unsubscribing?

Ever wondered why some of your subscribers are opting out? We suggest you find out, especially if you have over 1% of unsubscribes in your recent newsletters.

Rest assured, it’s a good sign when some of your subscribers are leaving. You want to keep the engaged subscribers. It’s about quality above quantity, always.

I’ll guide you through adding a poll on your unsubscribe page in this post, like this:

Unsubscribe page with poll

Read More…


Introducing Two New Team Members

They’ve been with us for a month, but we haven’t taken the time to introduce them to you. Better late than never: meet Rafael and Laurent.

Rafael FunchalRafael is joining in the role of support staff.

He has extensive knowledge of setting up WordPress sites, handling clients, and helping the community.

In fact, he’s an administrator of the 11,000 strong WordPress Brazil group on Facebook. He also co-organize WordCamp Sao Paolo, naturally.

He joins our current support guru, also called Rafael. They are both from Brazil, and are about the same age.

He’s a stepping stone in our research and development lab. We’re close to creating Rafael III, the perfect cloned pedigree of the previous two Rafaels.

We’ve come to prove that support is a science!

Laurent Szyster

He’s an accountant, an artist, and a singer in his former past. Laurent is the self proclaimed old fart of our little crew of nine.

I met him over beers in Congo 10 years ago. I was in the United Nations. He was working in diamonds. There were few hints that we were ever to be colleagues.

Laurent has perfected his developer’s skills over the years thanks to a wide experience in several strict languages.

His programming creativity, if not plain efficiency, was born out of projects with more constraints than possibilities. This is where his input will help improve the plugin you’ve come to rely on.

He’s from Brussels in Belgium, known for its busy cafés and bars on plazas. But you won’t see him there, as he’s more prone to hosting his baritone jokes at home.

We’re thrilled to have both of them on board. There’s no metric for building a solid team, indeed.

Waking up in the morning and knowing that you can count on your colleagues. Priceless.