WordPress Help Center Plugin was tough to come by, especially one that has been updated continuously, free of bugs and will keep all the support on your site. Anything you thought you knew about WordPress Support Plugins is about to change, with the review of Support Dynamo – a WordPress Ticket System Plugin with the use of a Customer Interaction Manager.
Every entrepreneur or anyone running their own business online knows having fantastic customer support is one of the keys to becoming successful. If you can keep your customers happy before, during and after the transaction, there’s a high chance they will return.
Here I will give you a quick report about Support Dynamo and how it can make it easier to run your online business.
Support Dynamo lets you provide that top quality customer service to your customers/visitors straight from within your WordPress admin area – no 3rd party scripts or linking. The whole WordPress Help Center Plugin runs from within your web page, on your own own server with all the power of WordPress at its disposal.
There has been a few attempts at making a 100% true WordPress Help Center Plugin before while some of those other Plugins remain available today still the biggest problem with all of them is that they are old and don’t get updated. Updates are vital. Of course the only way to keep up with the most current WordPress updated is through Plugin updates. Oftentimes not updating your Plugins can show bugs or cause conflicts with some more of the more modern or cutting edge Plugins.
This is not a concern with Support Dynamo as the Plugin is continually 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) constantly working to improve, update and better their Plugin. Their mission is to give their WordPress Help Center Plugin users the easiest 100% self hosted WordPress Support & Ticket System Plugin that you could buy.
As soon as you install and activate Support Dynamo, there is not that much configuration required and it should function correctly straight out of the box. A couple of the 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 will soon be one of your most visited screens inside 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’s also some handy filters to let you browse by topic or by author. This allows you to give accurate, quick and simple support to your customers with the Quick View feature. The Quick View feature will be in the drop down section that reveals the support request and 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 could create,edit and delete all from the settings page. You will see these are an excellent option for a quick reply to all the common questions you may face and something sold in so many high dollar Customer Care Systems.
The CIM (Customer Interaction Manager) is on par with the majority of of the very expensive systems that are more difficult to learn and are generally not intended to integrate with WordPress – never mind with a WordPress Support Ticket System. The CIM gives you the ability to interact with your web visitors in a brand new way. Don’t just support your clients, get to know them! When using 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 currently supported shopping cart or membership Plugins (like WishList Member Integration or Cart66 Integration).
These Plugins allow you to use 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 however it could make it easier to discover the next big partner happens to be current customer. The WordPress Help Center Plugin completes the loop by auto contacting anyone who has 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 rather powerful testimonials. Use this information to improve your internet site or roll out additional products and services in accordance to actual customer comments.
An additional bonus of Support Dynamo is there is no need to paste any code snippets or short codes. As soon as you activate Support Dynamo, it automatically creates a support page with the Customer are 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 utilizing the Knowledge Management System (Knowledge Base), visitors are going to see on the Support Portal web page a chance to browse your Knowledge Base, quickly see how many “Open” and “Closed” support tickets they’ve or open a new support ticket.
If you’re not utilizing the Private Support Option, the “Create a new ticket” form is included with a built-in spam protection to guarantee your support system will not get spammed. There’s also a welcome text box that can be edited in the settings to customize your visitors greeting when they enter your Customer Support Portal.
But this is not the only way your web visitors 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 due to the Customer Interaction Manager, Support Dynamo will show you if these emailed tickets are written by an existing customer as well as their current Customer Value.
Non-Customers are going to have a temporary account auto generated and you’ll see a “Temp” stamp added with their ticket so you know this is a new “potential” customer. In the event they turn into a customer, Support Dynamo will append all of their prior tickets to their account. You can add in multiple email accounts to pull support requests from multiple email sources. This happens to be perfect for people who wish to have 1 centralized support hub to handle all the necessary support for all of their websites all from ONE site or domain.
If you consistently receive a common question, Support Dynamo allows you to quickly convert a duplicate of that 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 comprehensive Knowledge Base within the Customer Support Portal. Hosting a Knowledge Base is a fantastic addition to any site and can help lower your support time if visitors can find what they want without the need to submit a support ticket.
When using the KMS you can immediately transform tickets to a Knowledge Base topic or article when you notice the same question has been asked over and over 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 provide a 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 Help Center Plugin. There are quite a few more small and robust features as ticket and user 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 really how powerful Support Dynamo actually is, and see the way it will let you simplify your customer support system.
Please don’t just support your customers, understand them through Support Dynamo, THE WordPress Support Plugin.