WordPress Plugins were hard to find, especially ones that are updated regularly, free of bugs and keep all the support on your site. All the things you thought you knew about WordPress Support Plugins is getting ready to change, with the review of Support Dynamo – a WordPress Ticket System Plugin with a Customer Interaction Manager.
Every website owner or anyone running their own internet business knows having fantastic customer support can be one of the keys to success. If you re able to 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 and how it can make it easier to run your online business.
Support Dynamo lets you provide that high quality customer service to your customers/visitors directly from inside of your WordPress admin area – no 3rd party scripts or linking. The entire WordPress Plugins runs from within your online site, on your own server with the power of WordPress at its disposal.
There have been a number of attempts at developing a 100% true WordPress Plugins before and several of those other Plugins remain available today however the most common problem with all of them is the fact that they are old and do not get updated. Updates are vital. Of course the only way to keep up with the most current WordPress updated is through Plugin updates. Many times not updating your Plugins can show bugs or cause conflicts with many of of the more sophisticated or innovative Plugins.
By no means is this a concern with Support Dynamo mainly because 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 Plugin) constantly working to improve, update and better their Plugin. Their mission is to give their WordPress Plugins users the finest 100% self hosted WordPress Support & Ticket System Plugin that you could buy.
Once you install and activate Support Dynamo, there is not a great deal of configuration required and it’ll function correctly straight out of the box. One of the many aspects that helps to make Support Dynamo so powerful is you can manage, edit, create, view or delete tickets all from 1 location within your WordPress admin area. This screen is the Ticket Management screen and is going to be one of your most visited screens inside of your WordPress admin area. From here, you can see all your current open tickets and choose to browse through answered and closed support tickets.
There are also a few handy filters to let you view by topic or by author. This allows you to give precise, easy to understand support to any and 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 as well as a text area with the entire ticket conversation that you can read through and reply to any ticket – from the admin area. The Quick View feature also lets you select (if you create any) a canned response which you’ll be able to create,edit and delete all from the settings page. These are generally just the thing for a quick reply to all those common questions you could possibly face and something contained in most of the high dollar Customer Care Systems.
The CIM (Customer Interaction Manager) is on par with most of the high priced systems that are more difficult to learn and are not developed to integrate with WordPress – never mind with a WordPress Support Ticket System. The CIM allows you to interact with your prospects in a completely new way. Don’t just support your customers, understand them! While running Support Dynamo’s CIM, you will connect to your customers 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 use the Customer Value Calculator as well as a host of additional features. Utilize the User Data Card to discover a bit more information on whom you’re supporting, this insures you provide a higher-level of support but it may also help you discover your next big partner is actually a current customer. The WordPress Plugins completes the loop by auto contacting those who have opened a support ticket to collect Comments from customers and testimonials. This entire process is automated and you could discover gaps in the quality of your service and acquire those rather powerful testimonials. Use this information to improve your internet site or roll out additional products and services based around actual customer comments.
Yet one more 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 along with the Customer service Portal pre-embedded on the page. The Customer Support Portal also has a default style, but advanced users can edit this using CSS. If you’re utilizing the Knowledge Management System (Knowledge Base), visitors will see on the Support Portal web page the chance to browse your Knowledge Base, immediately see how many “Open” and “Closed” support tickets they have or generate a new support ticket.
If 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 does not get spammed. Also included is a welcome text box that can be edited in the settings to custom-fit your visitors greeting once they enter into your Customer Support Portal.
But this is not the only way your clients 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 thanks to the Customer Interaction Manager, Support Dynamo will show you if these emailed tickets are from an existing customer as well as their current Customer Value.
Non-Customers will have a temporary account auto generated and you’ll see a “Temp” stamp added with their ticket so you are aware that this is a new “potential” customer. When they become a customer, Support Dynamo will append every one 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 great for when you prefer to have 1 centralized support hub to manage all the support for all of their sites all from ONE site or domain.
If you receive a common question, Support Dynamo lets you quickly convert a copy of the particular ticket into a Knowledge Base article and drop it right into the KMS (Knowledge Management System). The KMS allows you to create, manage and maintain a full blown Knowledge Base within the Customer Support Portal. Hosting a Knowledge Base is an awesome addition to any site which can help your support time if visitors discover exactly what want while avoiding having to submit a support ticket.
In the KMS you can immediately change over tickets to any Knowledge Base topic or article after you notice the same question has been asked again and again. This is done with just one click inside the Ticket Options Meta Box. With one click you’ll copy the ticket in the ticket and launch up a whole new Knowledge Base article window with the contents of the ticket pre-loaded so that you can edit or the complete answer and post.
The items we have just covered is only the tip of the iceberg as far as Support Dynamo goes as a WordPress Plugins. There are a lot of more simple as well as powerful capabilities as ticket and individual 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 many more! Go see for yourself really how powerful Support Dynamo actually is, to discover the way it may help simplify your customer support operation.
Please don’t just support your customers, get to know them through Support Dynamo, THE WordPress Support Plugin.