The challenge of running an online business
Running an online business is a challenge. You have to balance multiple aspects that usually come with multiple systems and pieces of software all designed to improve your processes and efficiency.
Starting with your WordPress website as the center of your business, you probably also have some kind of eCommerce platform, a CRM system, and an additional content management system (CMS) other than WordPress.
Your setup could look a lot more complicated, or perhaps even a lot less.
Either way, the complications really start when you begin dealing with customer requests, queries, and problems. In particular, how you and your team can manage these requests and ensure that each customer receives a level of service that is the highest level. And, how you can ensure that you are aware of what their status is as a customer.
Are they a new customer making an inquiry? Perhaps they are a longstanding customer who has already made multiple purchases. Or maybe they are looking for after-sales support?
These are the important details that you want to know right away so that you can better serve them, and serve them faster
There are some SaaS (Software as a Service) solutions out there that will help you manage customer email. The problem is that they rarely integrate well with the other parts of your business which means that they don’t do much to improve your process.
And… they are usually VERY expensive.
So, what’s the solution?
We believe we’ve found it, and it’s called FluentSupport.
Why do you need ticketing support?
A support ticketing system (or support desk system) isn’t completely necessary for every business. If you are running your business solo and only have a small number of clients and inquiries coming in, you could probably get away with replying to everything as it comes in via email.
If you are planning on keeping your customer base very tight, then email is a bit of a tedious process, but a good way to keep costs down. However, if you do aim to build your business into something larger, it’s important to plan ahead.
You can start using the tools now so that when the time comes to grow and bring on new employees, or your customer numbers start to jump, you are prepared to handle the new intake of inquiries and problems in a professional way.
In other words, you’re planning for the future so you are ready for it, rather than reacting to a crisis.
So how do you know if you need support right now?
Well, you will definitely require ticketing support if you are struggling to deal with your current remit of requests.
But also, you might want to consider support if:
- You have a team.
- You need to assign tickets to other members of your team.
- You build processes for your business that are too complicated to organize with email.
- You require more tagging options for your contacts.
This is where a support desk system really comes into its own.
It will allow you to have far more options for tagging your contacts as well as basic profile information for your clients that can assist in creating a personalized experience each time you receive a ticket.
An integrated support solution
So what does a truly integrated support solution look like, and how can it improve your process?
FluentSupport is a part of the WPManageNinja company and they have a lot of experience in designing easy-to-use WordPress plugins for a variety of purposes.
The latest system—FluentSupport—has been built to function seamlessly with the rest of the products in the WPManageNinja portfolio, including FluentCRM and FluentForms which are particularly helpful when it comes to running the support desk ticketing system.
Let’s take a look at some of the benefits you can expect from FluentSupport.
Clear and easy-to-understand
As with all of the other plugins created by WPManageNinja, FluentSupport has an incredibly easy-to-understand layout and interface within the WordPress dashboard meaning that you will have no problem navigating through all of the features.
The biggest advantage of this is that you, and your team, won’t need to waste time “learning” a new system—a common struggle when implementing anything new—which means that you and your customers can start seeing the benefits of the ticketing system straight away.
If you are already using Fluent CRM (which we would STRONGLY recommend), you will be able to see all of the relevant profile information clearly to the right of the main window as soon as you receive a ticket.
Here you will be able to clearly see any tags that have been assigned to the contact so that you can easily identify what stage of the relationship they are at and provide them with the most appropriate service in managing their request.
Of course, FluentSupport doesn’t just integrate with its own family of software, but it also does so with some of the most popular plugins on the market right now including WooCommerce, LearnDash, and Slack. You can find a full list of them on the FluentSupport Integrations page.
Custom form creation
While you don’t need to have FluentForms installed, you can still get all of the benefits because, within FluentSupport, you have the ability to create beautiful custom forms for your WordPress site to make the request process even easier for your customers.
It is normal that you will receive a lot of requests for similar problems, so it is a huge time-saver if you can create a template reply for these types of requests. FluentSupport allows you to do just that!
You can set all of the parameters required so that every time you receive a request, you can select what canned response you want to send, and these can also have actions connected to them so that you can deal with requests in a handful of clicks.
This can be especially useful when working with a large team and a wide variety of products so that you can assign requests to different members of your team easily. This is a great way of ensuring that no request gets lost, and better still that they are resolved quickly and by the right people!
Automatic ticket creation
Now, this sounds like an obvious one, but don’t underestimate the importance of having a seamless email pipeline in place!
Any time you receive an email, FluentSupport will automatically create a ticket that you will see in your dashboard. This means that no request can be missed ensuring that you can build that all-valuable trust relationship with your customers.
To further increase the chances of you getting to a request quickly, as soon as a request comes in, your support team will be notified via Slack, Telegram, or Discord.
This is just another way of improving your ticketing process and guaranteeing a better experience for your customers.
A game-changer for eCommerce sites
When it comes to e-Commerce, being able to see the full order history and customer information is crucially important.
The vast majority of customers who are contacting you will be regarding an order that they have placed. If your team needs to repeatedly go back and forth between the eCommerce platform to check the details, it can lead to inconsistencies, a loss of trust, and inevitably a loss of revenue.
Plus it just doesn’t make sense for optimizing performance, which is the main reason we are looking to a system like this for help in the first place!
FluentSupport has clearly understood the importance of this, which is why it fully integrates with WooCommerce so you can see all of the customer order details clearly from the dashboard.
No more chasing emails
While a customer support ticketing system isn’t necessary for every online business, if you are struggling to keep up to date with emails coming in, or you want to put your future systems in place now, it will be a complete game-changer.
The positives both to improving your business’ efficiency, and improving the customer experience of your brand make it a complete win-win situation.
What FluentSupport has done by integrating better with what people are using right now to run their business, manage content, and sales, is positioning themselves head and shoulders above the competition.
We always aim to provide the best solutions to our customers as well. That is why we include FluentSupport as an add-on to our EZWP Complete and (soon to be released) Membership packages.
Because if you don’t need it, then you shouldn’t be paying for it; But if you do need it, it will transform your business!