Are you looking for the best WordPress plugins for your customer support?
As Entrepreneurs, we all have realized, there is no successful business without successful customer satisfaction.
As per Salesforce, 78 percent of customers have moved out of business after one single poor customer service experience.
So, it’s a great choice that you have started to look out for the best ways to increase your customer satisfaction.
So yeah, it’s a clear sign that you are on the right track in achieving a successful business.
In this article, let’s look at five different plugins which will help you provide the best customer support.
Having a proper knowledge base will be one of the most defining factors in providing excellent customer service.
Any business that effectively implements knowledge base strategy in their customer support is better equipped to create a positive customer experience.
As per social media today, 51% of customers prefer to get support through an online knowledge base.
70% of customers prefer to use a company’s website to get answers to their questions rather than use a phone or e-mail.
Over 50% of customers think it’s important to solve product issues themselves rather than rely on customer service.
Having a strong knowledge base to your business gives you a dual advantage at the same time.
First is, an effective knowledge base strategy gives your customer service staff the information they need to to provide excellent support.
As per e-consultancy, 31% of customers want instant online help, while 40% of them expect to receive assistance in less than 5 minutes.
So, having a proper knowledge base will help the support rep to quickly search the knowledge base and find solutions so that they can quickly answer the customer. This will highly increase your customer satisfaction.
The second one is, having an active knowledge base will help your customers quickly find the solution what they are looking for instead of reaching out to you.
As said earlier, most customers prefer to find the answers themselves instead of reaching customer service.
So having a knowledge base will significantly benefit your customers.
Helpie kb is an advanced knowledge base software for creating, sharing, and collaborating knowledge content for your customer support.
Having a faster and a smooth search engine is extremely important in a knowledge base as both your customers and support reps have highly relied on this.
Helpie search engine searches up to thousands of articles within seconds and prioritizes results based on contextual weight.
You may not want every content to be visible to everyone. You may want certain content to be visible only for customers, certain content solely for your support reps.
Helpie has a powerful access restriction feature, which will let you restrict access to specific content using User Roles or Passwords.
Highly Customizable (Elementor Integration):
Helpie is fully-integrated with the amazing Elementor page-builder and Elementor’s Theme Builder.
Elementor is a fast growing page builder for WordPress and HelpieKB plugin can be fully integrated with Elementor to design and customize your knowledge base.
Using Helpie kb, you can get actionable insights into your Knowledge Base, your users, articles, and get simple, actionable feedback.
Based on the user feedback, helpie will show you the happiest and most unhappy users, best and worst performing articles, and much more.
Helpie insights also show you the most searched keywords with the frequency and also shows you the most visited pages.
Having an FAQ page to answer repetitive questions will be another important strategy in improving your customer support.
As a business owner, you will know that most of the questions from the customers are repetitive.
So having a proper FAQ page will establish a trust to your customers by showing the customer that you genuinely understand the challenges they face and how you can help.
It will also improve your user experience by making it easy to find what they are looking for rather than searching the complete site.
Linking the answers to blog posts or content pages directly in your FAQ makes getting additional information easier for the visitor.
It makes it easy for customers to find answers the most nagging questions in the mind, which inturn enables them to make the purchase desicion.
Helpie FAQ plugin provides an awesome FAQ search box so that users can instantly search all the typical question and answers without having to contact customer support.
Knowledge base Integration:
Helpie FAQ can be integrated with Helpie Knowledge base plugin which we discussed in the previous step, and the FAQ can use the categories and tags of the knowledge base and FAQ can be used along with knowledge base articles.
- Woocommerce Integration
- Elementor Page-Builder Integration (Helpie FAQ widget in Elementor)
- Shortcodes & Shortcode Builder
- User Submission
- Auto Ordering
The ticketing system is one of the most efficient methods in providing the best customer support.
A ticketing system is a customer service tool that helps businesses manage their services and support case.
A ticketing software converts all incoming support requests from multiple channels into tickets. It acts as a single point of contact between the service provider and the customer.
The ticket will be shared between both the rep and the customer and logs their communication to one continuous thread.
Why do you need a Ticketing System?
Having a ticket system will help the support rep prioritize the most critical issues first. We know, there are specific issues we need to take care very soon and some could take time. The ticketing system will help you to prioritize that very quickly.
The ticketing system will also help you to track the time spent on each step of the solution process.
The ticketing system will also remove the need to hire more customer support reps. The more customers that you have will lead to a higher volume of customer support and service cases. Adding a ticketing system in your customer support process is a great way to overcome this, as it provides scalable solutions for your customer service agents.
Awesome Support is considerably the best WordPress ticket plugin for your customer support.
It is the only helpdesk & support ticketing plugin that has features as a SAAS solution such as Zendesk or Helpscout.
Your users will be able to submit tickets from the front-end, and your agents respond to them from the WordPress back-end.
Full ticket history:
You will have a complete record on every action ever taken on every ticket which will be extremely useful to take a look at it when needed.
Customizable E-mail notifications:
You can set triggers to receive e-mail notification when a particular key event is done like a new ticket; ticket replied, etc.
Automatic Agent assignment:
You can set an option for tickets to be automatically assigned to particular agents.
Agents can add the time they spent on a ticket and supervisors can adjust the time reported as necessary while maintaining a full log of all edits.
One of the best ways to make your customers happy and to increase the conversion rate is by instantly solving their questions and problems
Live Chat is the best and fastest way to reach out to your customers than every other medium like phone calls, e-mails, social media, or SMS.
As per a stat, Around 73% of users prefer Live Chat compared with e-mails which have 61% and phone calls, which has 44%.
Of those who prefer live Chat, 79% said they did so because they get their questions answered quickly, and 46% agreed it was the most efficient communication method.
Zendesk Chat (Previously Zopim Chat) is one of the most popular live chat plugin which is used by almost 100,000 businesses.
You can integrate their AI-powered bots into your Chat using their API. The chatbot will help you automate simple, time-consuming tasks and provide your agents a helping hand.
You can set triggers to send targeted and behavior based automated messages to your customers.
You can use chat ratings to gather feedback and continue to improve your agents’ performance.
Using their chat analytics, you can track your chat volume, monitor agent productivity, and analyze metrics to anticipate customer needs and increase satisfaction.
The last strategy for improving your customer support is implementing a CRM.
A CRM or Customer Relationship Management is a strategy for managing an organization’s relationships and interactions with customers and potential customers.
It helps companies stay connected to customers, streamline processes, and improve profitability.
Presspoint is a popular WordPress CRM which comes with e-mail automation, opportunity management, events, e-commerce, and custom forms built right into your WordPress site all directly connected to a single integrated profile
Presspoint is a 100% WordPress app; it follows the best practice of WordPress, tested to play well with other plugins and themes, and ready to add to any WordPress site in literally two clicks.
It allows you to create individual profiles for every user.
You can have a single integrated profile for your users and can have comprehensive History of your user interacting with your content and your team and any private files you or the user has uploaded to the account:
You can send bulk e-mail campaigns and transactional e-mail all from your dashboard itself.
Using presspoint, you can use any field in your user profiles to control access to your content. You can also add a local message when access is denied, or completely hide the page from view.
Other important features of Presspoint are customer directories, smart lists, user accounts, etc.
Once you have implemented these 5 different plugins for your customer support, I promise your business will skyrocket as you have made the greatest decision in your business, which is satisfying your customers.
Feel free to let us know in the comments the customer support plugin you are using and how it increased your customer’s satisfaction.