Superman and batman both offer ‘saving the world’ services to fellow residents of their cities (and by extension, to the rest of the world). One of them has a clearly defined way for anyone to ask for their support while the other doesn’t. When the two finally meet in Batman v Superman: Dawn of Justice, one clearly whoops the other. We learn from this story that good support will enable you whoop other product/service providers. (ED: Actually, we don’t learn much since the story’s being slightly misrepresented by this writer but stick with us here…)
Good customer service can not only set your product/service apart but can also tremendously boost your business. When WordPress powers your business website, you want to be able to pick the best plugin to pick the best plugin to take you to customer service nirvana.
So, what makes a great WordPress Help Desk plugin? What should you look out for? Here are the top 7 things to consider:
Your Help Desk plugin should be incorporated into your WordPress site without any discernible errors or complications resulting from the integration. It should be easy to install and configure and it should work seamlessly across all major browsers and devices. Also, WordPress has a certain look, feel and way of doing things – a good Help Desk plugin should understand and fit into these well. For example, WordPress has a grid it uses to show posts and allows filtering, pagination, searching and a lot of bells and whistles. A good plugin won’t need to reinvent the wheel (and consequently, require you to learn how to do all these things anew).
Versatile ticketing system
The ticketing system is the engine of the help desk plugin. The following features within the ticketing system are important for a valuable experience:
- An automated acknowledgment and notification of support tickets
- Plugin users are able to create custom fields
- Ability to generate support tickets from emails sent to specific email accounts
- Handle an unlimited number of help desk agents, departments and products
- Ability to support file and media upload
- Different roles to manage the tickets
Search & Filtering
The Help Desk plugin should support query filtering. This is the ability to sort tickets based on the various custom fields created e.g. product type, query type, department type etc. This should allow you to prioritize tickets based on query types, so that the higher priority tickets (by your own definition) can be looked at first.
Analytics and Reporting
Detailed ticket analytics and reporting will help you understand how your support is running by presenting data to you in a format in which you can analyse your performance. The use of graphs, charts and tables should be dynamically updated to reflect the support request trends and help you plan accordingly with your support team. You can use this information to have your support team ready for the high demand days, quickly pick-up on which agent isn’t pulling their weight, see your average response time and a lot more.
Knowledge base creation
A good Help Desk plugin should give you the ability to create, manage and maintain a knowledge base that can help lower your support time if visitors can find what they want without the need to submit a support ticket. The plugin should allow you to easily convert tickets to a knowledge base article when you notice the same question is being asked over and over again.
Live chat, voice, video call and social integration
Your customers should be able to interact with you through various media. A Help Desk plugin that allows your customer to interact directly with you right where they are is an enticing proposition. A plugin that dynamically allows integration not only for live chat, voice and video calls but the possibility of integration with social media (Twitter and Facebook) packs a punch.
Great customer support
This may appear to be straightforward, but it is important to know if there is good support offered for the Help Desk plugin. This can be done by sending a simple query about the products and assessing the quality and timelines of the response.
Over to you…what do you think makes a great WordPress help desk plugin?