WordPress Knowledge Base Themes were tough to come across, especially ones that are updated regularly, free of bugs and will keep all the support on your own own site. Everything you thought you knew about WordPress Support Plugins is about to change, with the review of Support Dynamo – a WordPress Ticket System Plugin utilizing a Customer Interaction Manager.
Every website owner or anyone running their very own internet business knows having fantastic customer service is definitely one of the keys to success. If you can keep your customers happy before, during and after the transaction, there’s a high chance they’re going to return.
Here I will provide you with a quick hands on analysis about Support Dynamo how it may help you run your online business.
Support Dynamo gives you the ability to provide that top valuable customer service to your customers/visitors straight from inside of your WordPress admin area – no 3rd party scripts or linking. The entire WordPress Knowledge Base Theme runs from within your internet site, on your server with the power of WordPress at its disposal.
There have also been a number of attempts at building a 100% true WordPress Knowledge Base Theme before while some of those other Plugins are still available today however the common issue with every one of them is the fact that they are old and do not get updated. Updates are vital. The only way to keep up with current WordPress updated is through Plugin updates. Often not updating your Plugins can show bugs or cause conflicts with some of the more sophisticated or innovative Plugins.
This is not a problem with Support Dynamo mainly because the Plugin is continually updated to help keep up to date with the newest WordPress updates and coding standards. These updates are regular as Plugin Dynamo (the coder Plugin) constantly looking for a way to improve, update and better their Plugin. Their mission is to give their WordPress Knowledge Base Theme users the easiest 100% self hosted WordPress Support & Ticket System Plugin that you could buy.
Once you install and activate Support Dynamo, there isn’t a great deal of configuration required and it should function correctly straight out of the box. One of the aspects that helps to make Support Dynamo so powerful is that you can manage, edit, create, view or delete tickets all from 1 location within your WordPress admin area. This screen is called the Ticket Management screen and is going to be one of the most visited screens within your WordPress admin area. From here, you can see all your current open tickets and choose to read through answered and closed support tickets.
There are also some helpful filters to let you view by topic or by author. This lets you give accurate, appropriate support to any and all of your customers with the Quick View feature. The Quick View feature is in a drop down section that displays the support request as well as a text area with the whole ticket conversation that you can read through and reply to any ticket – all from admin area. The Quick View feature also lets you select (if you create any) a canned response which you can create,edit and delete all from the settings page. These are an excellent option for a fast reply to all of those common questions you might face and something sold in most of the high dollar Client Management Systems.
The CIM (Customer Interaction Manager) is on par with most of the expensive systems that end up being a pain to learn and of course are not intended to integrate with WordPress – with a WordPress Support Ticket System. The CIM lets you interact with your web visitors in a completely new way. Don’t just support your visitors, get to know them! When using Support Dynamo’s CIM, you will connect to your clients and visitors utilizing a proven circle of interaction, which starts off by Integrating Support Dynamo with one of the many currently supported shopping cart or membership Plugins (like WishList Member Integration or Cart66 Integration).
These Plugins let you make use of the Customer Value Calculator and a host of other functions. Use the User Data Card to learn a little more about whom you’re supporting, this insures you provide a higher level of support however it might also help you discover the next big partner is actually a current customer. The WordPress Knowledge Base Theme completes the loop by auto contacting those who have opened a support ticket to collect Customer comments and testimonials. This entire process is automated and you’ll discover gaps in the quality of your service and acquire those relatively powerful testimonials. Use this information to improve your website or Blog or roll out additional products and services based around actual comments from customers.
Yet another bonus of Support Dynamo is there is no need to paste any code snippets or short codes. When you activate Support Dynamo, it will automatically create support page with the Customer Support Portal pre-embedded on the page. The Customer Support Portal also comes with a default style, but advanced users can edit this using CSS. If you’re utilizing the Knowledge Management System (Knowledge Base), visitors would see on the Support Portal page the chance to browse your Knowledge Base, immediately see how many “Open” and “Closed” support tickets they have or open a new support ticket.
If you are not utilizing the Private Support Option, the “Create a new ticket” form has a built-in spam protection to ensure your support system will not get spammed. There’s also a welcome text box that can be edited in the settings to custom-fit your visitors greeting if they enter into your Customer Support Portal.
But this is probably not the only way your prospects can connect with you. Support Dynamo can continually check an e-mail account and import emails as support tickets. That’s right, Tickets via email! All inside your WordPress site. And because of the Customer Interaction Manager, Support Dynamo will tell you if these emailed tickets are from an existing customer and their current Customer Value.
Non-Customers are going to have a temporary account auto generated and you’ll see a “Temp” stamp included with their ticket so you are aware that this is a new “promising” customer. In the event they turn into a customer, Support Dynamo will append all of their previous tickets to their account. Of course you are able to add in multiple email accounts to pull support requests from multiple email sources. This is an excellent option for those who prefer to have 1 centralized support hub to deal with most of the support for all of their websites all from ONE site or domain.
If you receive a common question, Support Dynamo means that you can quickly convert a duplicate of that ticket into a Knowledge Base article and drop it right into the KMS (Knowledge Management System). The KMS means that you can create, manage as well as maintain a full blown Knowledge Base through the Customer Support Portal. Owning a Knowledge Base is a wonderful addition to any site which can help your support time if visitors are able to find what they want without the need to submit a support ticket.
With the KMS you can immediately convert tickets to any Knowledge Base topic or article when you recognize the same question is being asked time and again. This is done with a single click inside the Ticket Options Meta Box. With one click you’ll copy the question in the ticket and open up a brand new Knowledge Base article window with the contents of the ticket pre-loaded for you to edit or supply a complete answer and post.
The items we have just covered is simply the tip of the iceberg as far as Support Dynamo goes as a WordPress Knowledge Base Theme. There are many more little and robust features as ticket and individual notes, bug/error reporting, outbound ticket attachments, dashboard widget, custom roles & role manager, customer support topic, private/open support, reports and analytics, user data cards and a lot more! Go see for yourself truly how amazing Support Dynamo is, and see how it may help improve your customer support operation.
Please don’t just support your customers, understand them through Support Dynamo, THE WordPress Support Plugin.