WordPress Ticketing Plugins were tough to come by, especially ones that are updated continuously, free of bugs and keep all the support on your own own site. Whatever you thought you knew about WordPress Support Plugins is getting ready to change, with the introduction of Support Dynamo – a WordPress Ticket System Plugin utilizing a Customer Interaction Manager.
Every webmaster or anyone running their own online business knows having fantastic customer support can be one of the keys to success. Provided you can keep your customers happy before, during and after the transaction, there’s a high chance they shall return.
Here I’m going to provide you with a quick report about Support Dynamo and how it can help you run your online business.
Support Dynamo lets you provide that high quality customer service to all of your customers/visitors straight from inside your WordPress admin area – no 3rd party scripts or linking. The whole WordPress Ticketing Plugin runs from within your internet site, on your server with all the power of WordPress at its disposal.
There have been a few attempts at making a 100% true WordPress Ticketing Plugin before while some of those other Plugins are still available today however the biggest problem with every one of them is that they are old and don’t get updated. Updates are vital. The only way to keep on top of the latest WordPress updated is through Plugin updates. Not to mention not updating your Plugins can show bugs or cause conflicts with some more of the recent or innovative Plugins.
This is not a problem with Support Dynamo as the Plugin is constantly updated to keep up to date with the newest WordPress updates and coding standards. These updates are regular as Plugin Dynamo (the coder behind the Plugin) constantly attempting to improve, update and better their Plugin. Their mission is to give their WordPress Ticketing Plugin users the best possible 100% self hosted WordPress Support & Ticket System Plugin on the market today.
As soon as you install and activate Support Dynamo, there isn’t that much configuration required and it should function correctly straight out of the box. One of the aspects that makes 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 will soon be one of your most visited screens within your WordPress admin area. From here, you can see all of your current open tickets and choose to browse through answered and closed support tickets.
There are also some handy filters to let you view by topic or by author. This allows you to give precise, easy to understand support to your customers with the Quick View feature. The Quick View feature will be in the drop down section that displays the support request as well as a text area with the entire 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 could create,edit and delete all from the settings page. These would be best for an immediate reply to some of those common questions you could possibly face and something contained in so many high dollar Client Management Systems.
The CIM (Customer Interaction Manager) is on par with the majority of the expensive systems that are more difficult to learn and are generally not built to integrate with WordPress – never mind with a WordPress Support Ticket System. The CIM means that you can communicate with your prospects in a completely new way. Don’t just support your prospects, understand them! When using Support Dynamo’s CIM, you will connect to your customers and visitors using a proven circle of interaction, which starts off by Integrating Support Dynamo with one of the currently supported shopping cart or membership Plugins (like WishList Member Integration or Cart66 Integration).
These Plugins let you utilize the Customer Value Calculator and a host of other functions. Use the User Data Card to discover a little more information on whom you’re supporting, this insures you provide a higher-level of support but it can also help you discover your next big partner is actually a current customer. The WordPress Ticketing Plugin completes the loop by auto contacting those who have opened a support ticket to collect Customer Feedback and testimonials. This whole process is automated and you might discover gaps in the quality of your service and get those relatively powerful testimonials. Use this information to improve your website or Blog or roll out additional products and services based around actual customer feedback.
An additional 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 along with the Customer are Portal pre-embedded on the page. The Customer Support Portal also includes a default style, but advanced users can edit this using CSS. If you’re using the Knowledge Management System (Knowledge Base), visitors will see on the Support Portal page the ability to browse your Knowledge Base, quickly see how many “Open” and “Closed” support tickets they have or create a new support ticket.
If you’re not using the Private Support Option, the “Create a new ticket” form is equipped with a built-in spam protection to make certain your support system won’t get spammed. There is also a welcome text box that can be edited in the settings to custom-fit your visitors greeting once they get into your Customer Support Portal.
However this would not be the only way your visitors can communicate 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 due to the Customer Interaction Manager, Support Dynamo will show you if these emailed tickets are written by an existing customer and also their current Customer Value.
Non-Customers will 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. When they become a customer, Support Dynamo will append every one of their previous tickets to their account. You can add in multiple email accounts to pull support requests from multiple email sources. This is perfect for when you wish to have 1 centralized support hub to manage all of the support for all of their sites all from ONE site or domain.
If you receive a common question, Support Dynamo means that you can quickly convert a copy of their ticket into a Knowledge Base article and drop it right into the KMS (Knowledge Management System). The KMS lets you create, manage and maintain a comprehensive Knowledge Base through the Customer Support Portal. Owning a Knowledge Base is a fantastic addition to any site which can help lower your support time if visitors can locate 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 after you notice the same question has been asked over and over again. This is completed with just one click inside the Ticket Options Meta Box. With one click you’ll copy the question in the ticket and launch up a whole new Knowledge Base article window with the contents of the ticket pre-loaded so you might edit or provide a comprehensive answer and post.
What we have just covered is simply the tip of the iceberg as far as Support Dynamo goes as a WordPress Ticketing Plugin. There are many more small and robust capabilities for example ticket and user notes, bug/error , outbound ticket attachments, dashboard widget, custom roles & role manager, customer support topic, private/open support, reports and analytics, user data cards and even more! Go see for yourself really how great Support Dynamo is, and discover how it can help improve your customer support system.
Don’t just support your customers, get to know them through Support Dynamo, THE WordPress Support Plugin.