Dynamo Support Tickets were hard to locate, especially ones that have been updated regularly, free of bugs and keep all the support on your own own site. Everything you thought you knew about WordPress Support Plugins is going to change, with the review of Support Dynamo – a WordPress Ticket System Plugin with the use of a Customer Interaction Manager.
Every webmaster or anyone running their personal internet business knows having fantastic customer service can be one of the keys to becoming successful. Whenever you can keep your customers happy before, during and after the transaction, there’s a high chance these will return.
Here I’m going to provide you with a quick hands on analysis about Support Dynamo how it may make it easier to run your online business.
Support Dynamo allows you to provide that high quality customer service to all of your customers/visitors directly from inside your WordPress admin area – no 3rd party scripts or linking. An entire Dynamo Support Tickets runs from within your site, on your own server with the power of WordPress at its disposal.
There have been a couple of attempts at developing a 100% true Dynamo Support Tickets before and several of those other Plugins remain available today but the common problem with every one of them is the fact that they are old and seldomly get updated. Updates are vital. Of course the only way to keep on top of the most current WordPress updated is through Plugin updates. Commonly not updating your Plugins can show bugs or cause conflicts with some more of the more sophisticated or cutting edge Plugins.
This is not a issue with Support Dynamo mainly because the Plugin is constantly updated to help keep up to date with the latest WordPress updates and coding standards. These updates are regular as Plugin Dynamo (the coder behind the Plugin) is constantly looking for a way to improve, update and better their Plugin. Their mission is to give their Dynamo Support Tickets users the very best 100% self hosted WordPress Support & Ticket System Plugin on the market today.
As soon as you install and activate Support Dynamo, there is not a great deal of configuration required and it should function correctly straight out of the box. One of the aspects which makes Support Dynamo so powerful is that you can manage, edit, create, view or delete tickets all from 1 location inside your WordPress admin area. This screen is the Ticket Management screen and will soon be one of your most visited screens inside of your WordPress admin area. From here, you will see all your current open tickets and choose to search through answered and closed support tickets.
There are also a few handy filters to let you browse by topic or by author. This allows you to give precise, fast and simple support to all of your customers with the Quick View feature. The Quick View feature will be in the drop down section that displays the support request and a text area with the whole ticket conversation so 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 perfect for an instant reply to all the common questions you might face and something contained in all the high dollar Customer Service Systems.
The CIM (Customer Interaction Manager) is on par with the majority of the higher priced systems that have been shown to be more difficult to learn and of course are not intended to integrate with WordPress – never mind with a WordPress Support Ticket System. The CIM allows you to communicate with your customers in a completely new way. Don’t just support your prospects, know them! While using Support Dynamo’s CIM, you will connect to your clients and visitors by using 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 operate the Customer Value Calculator as well as a host of additional features. Implement the User Data Card to learn a little bit more information on whom you’re supporting, this insures you provide a higher level of support however it can also make it easier to discover your next big partner is actually a current customer. The Dynamo Support Tickets completes the loop by auto contacting anyone who has opened a support ticket to collect Customer Feedback and testimonials. This whole process is automated and you’ll discover gaps in the quality of your service and start to get those relatively powerful testimonials. Use this information to improve your site or roll out additional products and services based upon actual customer comments.
Another effective bonus of Support Dynamo is there really 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 features a default style, but advanced users can edit this using CSS. If you’re using the Knowledge Management System (Knowledge Base), visitors would see on the Support Portal page the chance to browse your Knowledge Base, quickly see how many “Open” and “Closed” support tickets they have or open a new support ticket.
When you are not utilizing the Private Support Option, the “Create a new ticket” form is included with a built-in spam protection to ensure your support system will not get spammed. Also included is a welcome text box that can easily be edited in the settings to modify your visitors greeting once they enter into your Customer Support Portal.
But this would not be the only way your web 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 within 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 also their current Customer Value.
Non-Customers are going to have a temporary account auto generated and you’ll see a “Temp” stamp built-in with their ticket so you are aware that this is a new “promising” customer. When they turn into a customer, Support Dynamo will append all of their prior 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 perfect for those who want 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 allows you to quickly convert a copy of their ticket into a Knowledge Base article and drop it right into the KMS (Knowledge Management System). The KMS allows you to create, manage as well as maintain a comprehensive Knowledge Base within the Customer Support Portal. Hosting a Knowledge Base is a wonderful addition to any site which can help your support time if visitors can locate whatever they want while avoiding having to submit a support ticket.
In the KMS you can immediately transform tickets to a Knowledge Base topic or article once you notice the same question is being asked again and again. This is completed with a single click inside the Ticket Options Meta Box. With one click you’ll copy the ticket in the ticket and open up a new Knowledge Base article window with the contents of the ticket pre-loaded for you to edit or the complete answer and post.
What we have just covered is simply the tip of the iceberg as far as Support Dynamo goes as a Dynamo Support Tickets. There are quite a few more simple as well as powerful features as ticket and customer 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 etc! Go see for yourself truly how amazing Support Dynamo actually is, and discover how it may help simplify your customer support operation.
Please don’t just support your customers, understand them with Support Dynamo, THE WordPress Support Plugin.