Useful WordPress Plugins to Enhance Customer Support

WordPress professionals like theme and plugin authors, developers and other WordPress service providers constantly face the challenge of providing ample, quality after-sales support to their customers. It is a tricky area that even seasoned professionals need to constantly juggle. For those who are starting out new in the WordPress marketplace, it can be overwhelming to have a successful and highly-popular WordPress theme doing well as far as sales go because of the twin responsibility of providing high-volume customer support. Customer support can be the straw that breaks the camel’s back on any theme that sells like hotcakes which explains a lot of WordPress theme one-hit wonders. That’s why it is crucial to also include setting up a framework for addressing customer support during a WordPress theme’s development process and not be caught unprepared. Here are some useful tools and plugins to consider to address that need:

Live2support

Live2support is a leading live chat software with advanced features. Live2Support! Live Chat Software service is a simple plug and play hosted service and does not require any software installation or IT expertise.
You just need to place small code into your webpage to enable Live Support on your website. Live2Support’s flexibility and versatility allows you to tailor independent and separate chat windows for departments such as sales, product promotions, technical support, billing and customer service departments. Live2Support’s live support application generates detailed chat transcripts. This enables you to use these transcripts to conduct market research, develop customer profiles, train chat operators and evaluate chat operator performance.

WordPress Advanced Ticket System

WordPress Advanced Ticket System (WATS) is the ultimate ticketing system for all organizations looking at enhancing their customer relationship experience. This is a plugin that adds to WordPress the features of a complete ticket system: ticket numbering, ticket integration, ticket keys, ticket submission, ticket followup, ticket notification, et cetera. This allows users to submit tickets to report problems or get support on whatever you want. Users can set the status, priority, product and type of each ticket.

wpsc Support Tickets

wpsc Support Tickets is an open source WordPress support ticket system for WordPress using jQuery. It is a plugin for WordPress that allows you to offer support tickets to your website visitors & customers. It is lightweight, open source, Ajax enabled, and easy to use and administrate.

FAQ and Knowledge Base Plugin

Add a powerful FAQ & Knowledge Base on your WordPress Blog or Website with this plugin from Casengo. Casengo’s Cloud-based, affordable social customer support software brings the human touch back into customer service. Regardless of channel type, it simplifies real-time conversation by presenting a unique Hybrid Messaging Timeline.

Live Chat Casengo

Add live chat to your blog or website quick and easy with Casengo, so you can handle enquiries via email and live chat directly from your website. Casengo helps you to respond to customers faster than ever and improve their satisfaction with a groovy mixture of real-time chat and email. Casengo’s cloud application for customer support blends the best of email and chat. It empowers web shops and other small businesses to more readily deliver the right answer at once.

Zendesk for WordPress

Zendesk for WordPress allows you to bring your helpdesk, powered by Zendesk, into your blog or site. Zendesk offers: easy-to-use self-service options with knowledge-base and community features, one-on-one support through any channel (website, phone, email, Twitter, Facebook, chat) and turns it into a ticket, a ticketing system built for speed (simplified support team workflow) with streamlined systems for managing support content, access to all the info you need all in one workspace, efficient group conversations, and last, but not the least, portability through mobile apps on all devices.

SabaiDiscuss Plugin – CodeCanyon

SabaiDiscuss is a premium questions and answers plugin for WordPress. The plugin features the ability for users to ask and answer questions similar to Stack Overflow or Yahoo Answers. SabaiDiscuss is an ideal tool not only for building a community driven question-and-answer website but also for building a discussion forum, a knowledge base, or even a helpdesk portal for WordPress.

WordPress Theme Support – The Awful or Awesome Truth

So you’ve finally uploaded your shiny new premium WordPress theme but it looks nothing like the theme you loved so much in the demo and now you’re wondering if you just wasted your money on a lemon. You fiddle and you tweak but the errors just keep piling up. Not all premium WordPress themes include free support so it can be a bit perplexing especially if you are setting up a website for a client. Frustrating, is a mild word. Where do you go and what do you do?

Here are some of things to look for, support-wise, before, during, and after purchasing a premium WordPress theme. Some theme providers have all of them while some don’t so use your own discretion and judgment before you make your final decision and click that “Confirm purchase” button.

Documentation (Theme or Plugin guides – online or offline)

Check if the theme includes extensive and detailed documentation and a troubleshooting guide if available. Find out whether installation and setup guides are available online and offline as access to these guides serve as your reference documents as you setup your WordPress theme.

XML file or demo content

Most of the time we get attracted to a particular theme because of the demo. The demo gives us an idea on what is possible for our own individual projects. Unfortunately, recreating the same demo can be challenging if the elements used in the demo are not included. Some authors do not include the demo file but there is a growing trend among a lot of authors where they include the XML file or demo content as a bonus.

Photoshop files (layered)

Trying to recreate the WordPress theme in the demo can be much easier if the author includes all the allowable files used. Photoshop files make it easier for you to duplicate or customize the theme’s design elements without having to start from scratch.

Detailed tutorials (video or text)

Text based tutorials are great but video tutorials are best because the author can demonstrate and guide you on exactly what to do when setting up or modifying your WordPress theme. Video tutorials save you a lot of time, and, mistakes are reduced because of misinterpretation. Simply pause and play when you need to go back to a certain instruction.

Screenshots

In the absence of video tutorials, screenshots are also great because they serve as visual guides to help you install and get your WordPress theme up and running. Visuals are always effective as it gives you a clear picture of what you are supposed to do. You can always go back and refer to these screenshots if you get lost along the way.

Basic support services for installation, setup, guidance, bug fixing and general support for basic WordPress issues and concerns

For non-WordPress savvy users, authors and developers provide basic WordPress theme setup and installation. The extent of this service varies from author to author although generally this service includes simple adjustments and tweaks that do not fall under their customization services.

Support or Community Forum

WordPress authors and developers who have been around long enough in the business are most likely to have a dedicated support forum or community support group to help each other out. Access is generally limited to members or customers who have purchased themes sold by these authors. Make sure to register in these forums and be active in the community to learn hacks, tips and tricks that don’t normally come with the documentation and tutorials.

Help desk, live chat, or available hours for technical support

Some WordPress authors or theme providers might even have the legroom to provide a dedicated support system which includes a help desk or ticket based support system, live chat, and dedicated technical support crew. Be sure to note the time or hours support is available as some of these teams live in different time zones.

Update and Upgrade Support

WordPress updates its software from time to time and problems arise when the WordPress theme you purchased is no longer compatible with these updates. Same thing goes with plugins and other elements like short codes, etc. Make sure that your WordPress theme author or developer has provision for updates and upgrades that will affect the theme and if there are any additional charges related to it.

Author/Developer Contact info

Find out and store the author or developer’s contact information online and offline. Request for an email address, a business phone number, or any other means to get in touch with the author if he does not have a dedicated support forum. Leaving comments on the WordPress theme’s product preview page does not guarantee your concerns will be attended to in real time.

Finding the perfect WordPress theme that matches your dream website is more than just appearances. Make sure you know what you are getting when you pay for that pretty theme you’ve been eyeing. It pays to know what’s in the fine print…or what’s not in it.

How To Get Started Building Your Authority Site Using WordPress

WordPress is one of the most popular and most dynamic publishing platforms today. If you are planning to build your authority site from scratch, get the foundations right by building on solid ground. If you are wondering about the basic things you need to do to get started on your authority site check out the items listed below to help you out. This checklist can be a helpful guide for beginners and serve as a handy reminder to experienced WordPress users as well.

  • Secure your domain name. Choose your name wisely. Check how it will appear in the url as some words read differently without spacing in between. You don’t want to be stuck with a name you will regret. (eg. Top Ten Bands Hits.com might mean something else when the words are all squished together.)

  • Get a webhost like Bluehost.com to host your website’s content. Take note of features like unlimited domains, bandwidth, downtime, etc.

  • Install and configure WordPress as your publishing platform. Some web hosts include WordPress in their website packages and offer free installation. Take advantage of these features.

  • Choose a WordPress theme and install. There are tons of WordPress themes available, some free. Choose a premium theme over a free one as this is generally more stable and the developer/author usually offers and provides customer support for theme installation, issues and bugs.

  • Install basic plugins like Akismet, Google Analytics, WP SEO, etc. to beef up your site.

  • Set up pages for important standard information such as: About Us, Terms of Use or Terms of Service, Contact Us, and Privacy Policy. These add credibility to your website.

  • Add and integrate social networking links like Facebook (business page), Twitter, Pinterest, Instagram, Linkedin, etc. into your website. These networks help promote your content and will generate traffic for you if optimized properly.

  • Fill your site with fresh content based on the keyword research you’ve been working on (read more about this in our previous article: Building your Authority Site using the Google Keyword Planner Tool).

These are just some of the practical steps you can do as you start building your authority site using WordPress. If you have more tips and techniques, please share by leaving a comment. We’d love to hear from you.

Take Care Of Your Affiliates And They Will Take Care Of You

Affiliate marketing is a type of performance-based marketing in which a business rewards one or more affiliates for each visitor or customer brought by the affiliate’s own marketing efforts. The industry has four core players: the merchant (also known as ‘retailer‘ or ‘brand‘), the network (that contains offers for the affiliate to choose from and also takes care of the payments), the publisher (also known as ‘the affiliate‘), and the customer. (source: Wikipedia). It is a way for a company to sell its products by signing up individuals or companies (“affiliates”) who market the company’s products for a commission.

Here are some important notes shared by Mark Jenny and Vincent Fisher during the Traffic and Conversion Summit 2013.

Why You Want Affiliates to Promote You:

  • Affiliates help scale your business faster
  • Larger sales force marketing your business aside from you.
  • No marketing risk
  • Impossible to implement everything yourself. Let your affiliates be the experts on PPC, Direct Mail, Banner Buys, etc

Tip: Focus on helping your affiliates make as much money as possible. Your affiliates will build your business. The more they make the more you make.

Affiliates are always looking for a winning offer which consists of:

  • A converting product – your best product
  • Support – excellent product and customer support
  • Highest payouts possible – offer best commission scheme possible

Where do you find affiliates:

  • Competitors – your competitors can sometimes be your best affiliates (partnerships, joint ventures)
  • Networks – affiliates are already in the networks
  • Customers – turn customers into affiliates
  • Affiliates Promoting other niches congruent but not directly related

Commission Payouts and Affiliate Rewards Tips:

  • Payout affiliates as much as possible (lead generation, CPA, revenue sharing)
  • Never, ever miss a payment to your affiliates
  • Send affiliates notices when payments are made even if they aren’t getting any payment
  • Hold frequent contests and offer unique prizes or random gifts

At the end of the day, focus on your affiliates and not yourself.

Bluehost Wins Best WordPress Hosting 2013

The Internet has given birth to many virtual businesses that exist without having an actual physical store, showroom, or office space to speak of. Glitches, downtime, hacks, and all other risks of online businesses can make or break any business, big or small. Time, money, transactions, and traffic can go down the drain in a matter of minutes once a website can’t be accessed. That’s why it is absolutely crucial to select a webhost that these businesses can absolutely rely on. One such web host that has a proven track record is Bluehost, winner of this year’s Best WordPress Hosting Award as awarded by WordPressHosting4U.com.

“This award is granted based on the reliability, security, WordPress page loading speed, WordPress knowledge of customer support team, and price value. Bluehost outperformed its competitors on the combination of all above areas, which makes it the best choice for bloggers, web developers, small- to medium size businesses.” – WordPressHosting4U.com editor team

Bluehost has been providing quality web hosting solutions to businesses and individuals since 1996 with the goal of providing outstanding services for the best possible price. Through constant innovation and service upgrades it has provided millions of website owners fast, efficient, affordable, and 100% WordPress compatible web hosting services throughout the years.

Whether you are an individual or a big business website owner, Bluehost has a complete web hosting solution for you. Features like unlimited disk storage, unlimited domain host, a drag and drop site builder, 24/7 US-based support, SSH Secure shell access, and so many other features such as CGI/Databases, Site Promotion efforts through search engine submissions, Free Website Scripts, eCommerce features including SSL secure server and various shopping cart options, Multimedia Features, and World Class Technology make Bluehost the top web host service provider that it is today.

Bluehost has an excellent overall uptime percentage of 99.99%.

Secure your website. Check out Bluehost.com today

WordPress Theme Clubs: 2013 Edition

If you’ve been around the WordPress community for quite some time, you surely are familiar with WordPress theme clubs, popular or otherwise, and how they work. For those just getting their feet wet regarding everything WordPress, check out our previous article, What is a WordPress Theme Club for a quick run through on theme club basics.

For the WordPress newbie, here are some of the more popular and still active WordPress Theme Clubs to explore.

Elegant Themes

Elegant Themes is one of the most popular WordPress theme clubs, with over 170,000 customers. They currently have more than 81 themes, releasing new themes regularly. Elegant Themes offers its members access to a variety of themes that range from portfolio themes, to business themes, to blogging/news themes, to eCommerce themes, to personal themes. Their themes have a distinct style that combines aesthetic and function seamlessly. Elegant Themes offers 3 different membership packages: Personal, Developer and Lifetime options with access to more than 81 themes, shortcodes, and other benefits.

StudioPress

The Genesis Framework and child themes by StudioPress have been around for quite some time as well. Founded by Brian Gardner (Copyblogger), StudioPress has been churning high quality coded WordPress themes for years. StudioPress is different from Elegant Themes in that they sell themes individually in addition to the club membership. With over 86,000 members and 43 themes for a one-time fee of $349.95 which includes lifetime access to all of the current StudioPress themes, all future themes, and updates to all themes as they become available.

ThemesKingdom

Themes Kingdom offers all of their themes (currently 47 themes), plus 1 plugin (Scebo, for a customer support system) for $50 per year. Members can use the themes on an unlimited number of domains, including on client websites. Themes Kingdom members get access to attractive themes in a wide variety of categories, including portfolio themes, business themes, blog themes, news themes, and more.

Organic Themes

Organic Themes was founded in 2009 by David Morgan and Jeff Milone and was developed as an expression of their personal lifestyles. Their design approach lean towards the more professional look sans the excessive flashy effects, gradients, drop shadows and other bells and whistles commonly seen in the web design world. They are committed to clean code, with just the right amount of theme options which translate into faster load times, setup and customization. Organic Themes offers a variety of premium WordPress themes for artists, businesses and bloggers.

ThemesTown

ThemesTown is one of the new kids on the block that’s worth watching. If their impressive and creative website design is a gauge of what can be expected from them, then there is much to look forward to. Right now, they are building up their depository of homegrown exclusive premium themes but while you are waiting, you can also check out their huge list of the best free WordPress themes that have been culled from what’s out there. Membership rate is pegged at $55 one-time fee, with no monthly dues and no future charges.

Best WordPress Theme of All Time?

Have you ever stopped to consider what makes a theme the best WordPress theme of all time? Taking a look at some of the best themes of 2012 we have compiled, which one would be your choice? What qualities should a theme have in order for it to be ranked as the best WordPress theme ever? Here are a few attributes you can use to rate your theme choices:

  1. Flexible – A theme must have the ability to meet the needs of various users. You must be able to customize a theme for various applications. Ideally, the theme you use for your portfolio site, should work excellently on your wife’s personal blog site, your client’s e-commerce site, or any other website requirement you need. A multifunctional theme begets more users.
  2. Timeless – The best theme of all time should be ageless. It should demonstrate resilience in the midst of technology trends that come and go. The key to this is for code and other technical stuff under the hood to be easily upgradable and to be supported by a development team to keep it alive and updated. The theme’s aesthetic features should classic/timeless while being highly customizable to reflect emerging artistic theme movements or trends.
  3. Accessible – The theme has to be easily accessible to as many as possible. The pricing must be reasonable not only for 1st world countries but also in the emerging tech hubs of the developing world. Usage must be easy for persons of varied physical/mental abilities, age or educational background. How would the technically challenged or non-coders find using the theme? Is the theme available in many languages? Will the theme be accessible in varied devices of choice?
  4. Responsive – The theme has to should be responsive in every way. Mobile and handheld devices are changing the way we access information and creating websites that look good not only in traditional desktop computers but also on smartphones and tablets is the way of the future. If you want to create a website that responds to the needs of your clients, anywhere they are and everywhere they go – then being responsive is the way to go.
  5. Customer Support – The theme should have adequate support and provision for any WordPress updates. This is differentiates a good theme from a great theme. Customer support is paramount to any service oriented business and it will spell long-term success to anyone who puts that extra effort in.

There are many more attributes that can be added to this list. Feel free to share your thoughts and your choices. We’d really love to know which WordPress Theme you think is THE BEST WordPress Theme of ALL time.

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