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.


Around the WordPress Neighborhood

The WordPress community is comprised of people from all over the world – developers, designers, experts, users, writers, volunteers, and everyone else no matter what skill level they are at – movers and shakers who collaborate and contribute to enrich this ecosystem we belong to. We enhance our own knowledge and grow and improve by learning from one another and by opening ourselves to different perspectives and different points of views.

Here’s a roundup of useful articles from contributors in and around the WordPress community that we think you will find useful.

A Conversation with Om – by Siobhan McKeown

Siobhan McKeown is in search of WordPress users to feature in her book about WordPress and blogging and Om Malik is one of the people on her list. She shares Om’s blogging journey and how it has evolved since the early days. Siobhan McKeown is editor in chief at WP Realm and runs Words for WP, a copywriting service dedicated to WordPress service providers.

Contributing To WordPress – by Siobhan McKeown

If you have been wanting to be more involved in the WordPress community but didn’t know how or where to start, this article opens up the doors to how you can take part. This article shares why you should get involved and enumerates the many ways you can contribute, no matter what your skill set may be. Find out where you can plug your self in and be a proactive member of this dynamic community.

The Future of UI – How Mobile Design Is Shaping The Web – by Sarah Cannon

In this slideshare presentation, Sarah Cannon shares valuable insights on how smart mobile devices have impacted the web. She discusses the influence of mobile on design, trends, and implementation methods, as well as how touch is changing our lives. She also touches on topics such as HiDPI graphics, UI/UX patterns, touch target sizes, gestures, and managing expectations. All the while not losing track of what’s important: Content.

5 Ways to Support High-Density Retina Displays – by Craig Buckler (SitePoint)

In this article, Craig Buckler gives a quick rundown on how to support high retina displays. As hardware manufacturers move towards HD Retina Displays in all sorts of devices, Craig Buckler gives some practical advice on how to manage images and resolution. Craig Buckler is a Director of OptimalWorks, a UK Consultancy dedicated to building award winning websites.

What is a WordPress Child Theme – WPBeginner

p>This article published by WPBeginner is a very good and solid introduction to understanding how WordPress Child Themes work. It explains in detail what a WordPress Child theme is, its use, its advantages and disadvantages, and what to look for as far as picking a good parent theme. WPBeginner is a free WordPress resource site that provides tips, tricks, hacks, tutorials, and other WordPress resources geared towards WordPress beginners.

Business and Solutions – by Thomas Griffin

If you are a WordPress developer, author, or designer, Thomas Griffin’s insights regarding the how the WordPress marketplace is affecting developers like him. Read about his thoughts regarding Avada, Envato, and Genesis and his shift from being a developer into a marketer. Thomas Griffin is an expert WordPress developer, creator of hundreds of themes and plugins, WordCamp speaker, and a valuable contributor to WordPress products.

Redefining My Website – by Brian Gardner

Brian Gardner is well-known in the WordPress community and is the man behind StudioPress and the popular Genesis Framework. He has released several WordPress child theme designs that are currently being used ii and around the WordPresseaommundty. on about his current website redesign and glean insights from his creative journey.

Owning Your Content – A WordPress User’s Guide – Alex Denning (WPShout)

Interesting read about protecting and “owning” your content on the web as Alex Denning shares about protecting images, licensing content, and how social networking sites such as Instagram, Pinterest, and Facebook impact how your images and content are treated. Alex Denning started WPShout around 4 years agoa as a collection of WordPress tutorials.

Finely Tuned Consultant – Aaron Campbell (WPEngine Interview)

WordPress professionals will glean a lot and learn valuable lessons and insights from WordPress Consultant Aaron Campbell in this interview published by WPEngine. Aaron shares his experiences as a WordPress professional and how he deals with the challenges faced by every WordPress consultant on the job. You can find more of Aaron Campbell’s work at Ran.ge

Migrating a Website to WordPress Is Easier Than You Think – Jonathan Wold

If you need are a WordPress beginner and you want to migrate an existing website to WordPress, this article gives you basic and concrete steps you can take to accomplish this. From evaluation, to set up, to importing content, to the actual migration and publishing, Jonathan Wold guides you through each process using instructions, code, video, and images. Jonathan Wold is a full-time business consultant and WordPress developer specializing in basic and advanced WordPress migrations.


Explore Your WordPress Settings for WP Beginners

Getting to know your WordPress Settings is like learning to drive a car. You don’t necessarily have to know how everything works under the hood but you do have to get to know all the knobs, dials, buttons, and controls that will make it start up and run before you can get anywhere. Exploring the different WordPress Settings and functions on the left hand side of your admin panel will help you direct and control the way you want to run your WordPress website and how far you can take it.

If you are a WordPress beginner eager to post and publish content you need to get to know the Settings Administration menu in the Admin Panel.

Here are the default options you will find when you click on the Settings menu.

General – This is the default screen and controls the most basic configuration settings for your site such as:

  • Site Title – the name of your site or blog
  • Tagline – a catch phrase or short description of your site
  • WordPress Address – the full url of the directory containing your WordPress core application
  • Site Address – the address you want people to use when searching for your website
  • Email address – the email address where you want communication sent
  • Membership (if you want to open registration to other users)
  • New User Default Role – the default status or position of new users
  • Timezone – choose the timezone of your location
  • Date format
  • Time Format
  • Week Starts on – choose your preferred day to start your week

Writing – control the way you write and publish your posts

  • how you add new posts
  • adjust the post box size
  • set your post format and how you want graphics like emoticons are displayed
  • set your default post category
  • set how you want “Press this”
  • set remote posting permissions – via email or mobile

Reading – this module allows you to:

  • set how the front page displays your posts
  • set a static page for the front page and the posts page
  • set how many blog pages to display
  • set how many posts to display on syndication feeds
  • show full text or excerpts of blog posts
  • set search engine visibility
  • preset email acknowledgments and replies to recent followers and commenters

Discussion – this module allows you to define

  • default article notification settings like pingbacks and trackbacks
  • moderate and manage comments, permissions, approval, blacklists
  • email notifications for comments
  • manage user avatars

Media – this module allows you to set by default how images, documents and other media files included in a post will be processed and organized. You can also preset the image dimensions (thumbnail, medium, large) in this section although you can still do further edit while adding a new post.

Privacy – this option has been moved to the Reading module in WordPress 3.5 under Search Engine Visibility.

Permalinks – are the permanent URLs to your individual weblog posts, as well as categories and other lists of weblog postings. A permalink is what another weblogger will use to refer to your article (or section), or how you might send a link to your story in an e-mail message. Because others may link to your individual postings, the URL to that article shouldn’t change. Permalinks are intended to be permanent (valid for a long time). There are several third party plugins you can also install to customize the structure of your permalink to optimize your SEO visibility.

This list gets longer once you install new plugins or other third party functions included in other WordPress themes you choose to install. Once you have decided on how you want your site to function you can define and select all your parameters, save your Settings and enjoy publishing your content the way you want and as much as you want.


WordPress 3.5 – New Features to be excited about in 2013

Drumroll please, Elvin Jones is in the house! WordPress house, that is. In keeping with WordPress code naming tradition, the latest WordPress update released – WordPress 3.5 has been named “Elvin” in honor of drummer Elvin Jones, and there is a lot to drum about.

Here are some of the new features that have been updated in WordPress 3.5:

New Media Manager

The Drag and Drop feature is streamlined, fast and easy to use. Creating galleries is faster with inline caption editing capabilities and simplified controls. Insert multiple images at once with Shift/Ctrl+click or insert multiple galleries per post and independently order images as you like.

New Default Theme

Twenty Twelve (2012) theme for WordPress is a simple, flexible and elegant theme with a gorgeous open sans typeface. It is currently the default theme for WordPress 3.5. It is mobile friendly, fully responsive and looks great on any device. This theme includes all the latest theme features including a front-page template with its own widgets which you can customize and also set up as a single page.

Favorite Plugin Support

Mark all your favorite or often used plugins in the WordPress Plugin Direcotry and access all of them directly in the Admin Panel>Plugins> Install Plugins page using your WordPress.org user name. This pulls out all your favorite go to plugins and saves a lot of time especially when you are setting up multiple sites.

Admin Enhancements

WordPress 3.5 sports a new Welcome Screen, simpler and easier to use even by WordPress beginners. All the basic tasks are accessible in this new interface – from Getting Started to Writing your First Blog Post to Managing Widgets – user-friendly indeed.

Retina display support

WordPress 3.5 is also Retina-Ready (HiDPI) where many visual elements have been updated and converted to CSS3 elements to support the new displays so that they look good on these higher resolution screens.

Support for Instagram, oEmbed support for SoundCloud and Slideshare

oEmbed is a format for allowing an embedded representation of a URL on third party sites. The simple API allows a website to display embedded content (such as photos or videos) when a user posts a link to that resource, without having to parse the resource directly. Great news for Instagram, Soundcloud and Slideshare users as WordPress 3.5 supports these services and it is now easier to integrate them to your site without touching any code.

Link Manager Gone

And its absence will hardly be felt probably. WordPress 3.5 hides the Link Manager by default for new installs but if you truly miss it, this feature can still be enabled via the Link Manager plugin. All sites with existing links are left as is.

XML-RPC is enabled by default

This means better accessibility for screen readers, touch devices, and keyboard users. This feature is also for remote publishing/mobile and easier connection with mobile apps like the Official WordPress iOS app. Those who are using Atom will need to use a 3rd party plugin.

New Tumblr importer

If you’ve been wanting to import your Tumblr content into WordPress for years now is the time to do so. WordPress 3.5 has now made this possible.

Multisites can now be installed and used in the subdirectory

Another improvement in WordPress 3.5 which multisite developers will appreciate is the ability to install WordPress Multisite in the subdirectory and not in the document root.

There’s more under the hood goodness that can be further explored if you want to. Some people wait a while before they install the latest WordPress update to give plugin developers time to update their own plugins. Make sure to backup your files before you do any updates.


Blazing the Trail in 2013

Greater things are yet to come and they are exciting. There’s always something magical whenever the New Year comes. Technically, if you really strip this day down to what it really is and take away all the fireworks and celebration, it’s actually another normal sunrise and sunset in the calendar. Fortunately, this is not how majority of us see it. Many of us look forward to it with a lot of hope and expectations, a chance to start again, an opportunity to embrace new challenges, a time to let go of the old and wipe the slate clean, a new beginning for many.

For those of us in the WordPress community and the greater Internet population, things have never been more exciting. Imagine a single video garnering more than a billion views and still counting. Why is this significant? This simply gives us the information that there are a billion or more active Internet users out there that we can reach out to. As global interconnection continually increases, social behavior continues to adapt and our world seems closer and more reachable everyday. By force majeure the older generation are being pulled in by the tech savvy younger generation into the digital age as this has now become the common tool for communication. Social networking continues to expand and so has its demographic base.

For those who are in the WordPress marketplace and are serious about it, the hard questions need to be asked. Is it enough to simply ask what the ideal WordPress theme really is or what the perfect theme looks like? Are the current themes in the market today meeting the needs of the consumers, real and perceived? What about creativity and originality? Or innovation? Are we willing to think out of the box and be experimental as far as theme features and designs are concerned or are we just going to play it safe and blend with the crowd? Are we ready to meet the demands of the unstoppable rise of mobile computing and the multilingual global marketplace?

As we look into the future, those in the Internet and web development industry, (WordPress included) need to take a wholistic approach in planning for the next 12 months and beyond. Maybe some are just dabbling in WordPress theme development for fun while others are seriously considering it as a viable business opportunity worth investing in. Perhaps as we plan future steps maybe we can take a step or two back and view the WordPress themes market from a different angle or with a fresh perspective – to work backwards and use the future to strategically determine today’s activities. Somebody once said, “If you always do what you always did, you will always get what you always got.” Who would have ever thought that an Asian guy would teach the world (1 billion+) how to do a horse dance? Mind-blowing but undeniably real and possible. Maybe he did what wasn’t normally done and got the results nobody expected. Guess what? So can all of us.


Popular WordPress Plugins from CodeCanyon

Plugins are becoming more and more a necessity in putting up a website. These little programs significantly augment the capabilities of themes to produce more robust and highly functional awesome websites. Here are some plugins you may find very useful for your site:

UberMenu WordPress Mega Menu Plugin

Are you tired of ordinary menus that come with your purchased themes? No worries. Ubermenu is a plugin designed to enhance existing plugin capabilities of any theme. This plugin turns your theme’s menu into flyouts or mega menus. Defining the hierarchy of menu items is as easy as dragging and dropping your options. Flyouts are easily created by ordering and indenting menu options. Mega menus can be created easily starting with a tick in the mega menu options. The rest of the steps are relatively simple. This powerful plugin is fully responsive, ensuring your menus are optimized and will look great on mobile devices.

LayerSlider WP – The WordPress Parallax Slider

If you want to do away with flat boring slideshows, Layerslider is a must-have plugin for you. With Layerslider, you can display slides made up of your images layered together for a more stunning 3d look. It’s not surprising that your slides will look like an elegant pop-up book page. Animation of each slide component may be configured and controlled to create dramatic transitions. This plugin is also responsive and SEO friendly.

Slider PRO – WordPress Premium Slider Plugin

Creative professionals constantly seek unique and interesting ways to display their creative works before an audience. These professional artists tend to be more meticulous and demanding of portfolio themes that will be used to display their portfolio on their websites. Slider PRO is an amazing plugin that gives web designers a myriad of slider options like transitions, effects, skins and so much more. This plugin can really turn ordinary sites into powerful portfolio websites for creative professionals.

JackBox – Responsive Lightbox – WordPress Plugin

Here’s another plugin for creative professionals. JackBox – Responsive Lightbox – WordPress Plugin is a neat plugin that allows you to create that lightbox effect even on mobile devices and smartphones. Portfolio or image and video rich sites can take advantage of this plugin to keep their desktop presentations consistent even in mobile format.

Foobar WordPress Notification Bars

This special plugin allows you to create notification bars on your site. You can flash reminders to visitors with a notification bar at the top of the web page to highlight important announcements or information. This can also be used as a source for additional monetization opportunities particularly for websites with themes that don’t have any space for ad widgets. FooBars also allows you to display your social media buttons so visitors can contact you in the social web.

Check out these plugins and give your website that extra edge from the rest. Visit Codecanyon for more WordPress plugins.


Responsive Web Design (RWD) vs Adaptive Web Design (AWD)

We’ve heard the terms Fluid, Adaptive, and Responsive used interchangeably when describing a theme’s ability to resize according to browser specs or device (mobile or not) size. Are they really different from one another or are they referring to the same characteristics found in themes described as such?

What is Responsive Web Design (RWD)? Responsive Layout?

Let’s take a closer look.

Responsive web design (often abbreviated to RWD) is an approach to web design in which a site is crafted to provide an optimal viewing experience—easy reading and navigation with a minimum of resizing, panning, and scrolling—across a wide range of devices (from desktop computer monitors to mobile phones) – Wikipedia

Responsive design is the methodology behind making a website respond to whatever platform you are viewing it on regardless of resolution and orientation. It may change how certain elements display but it will not remove elements or change the core functionality of their behaviours. Responsive design uses a fluid grid and it is usually possible entirely through HTML and CSS, without the need for DOM (Document Object Model) manipulation. – Matthew Freeman

According to Ethan Marcotte, The 3 Elements of Responsive Web Design are:

A flexible, grid-based layout – A layout based on proportions rather than absolutes; uses a flexible grid, which in turn ensures that a website can scale to a browser’s full width.

Flexible images and media – Layouts based on percentages resize gracefully according to the size of the browser window rendering them. However, it is problematic to ensure that the content within a site resizes.
Images and media should scale with the flexible grid; images that work in a flexible context, whether fluid themselves or perhaps controlled through overflow mechanisms. CSS addresses this problem with its max-width property

Media queries – Content based breakpoints; optimize the design for different viewing contexts and spot-fix bugs that occur at different resolution ranges. CSS3’s media queries directly address these usability problems by allowing browsers to serve different styles for different viewing contexts. CSS3 greatly expands support for media queries, adding the ability to target media features such as screen and device width and orientation.

These 3 elements of Responsive Web Design find their way into 3 different types of Responsive (RWD) Layouts:

The Basic Fluid Lay­out
Con­tent con­tin­u­ally flows or adjusts in a word-wrap fash­ion as screen width is increased or reduced. There are no “dis­tinct” dif­fer­ences in con­tent pre­sen­ta­tion. Fluid layouts are dynamic and user sensitive – adapting to the available real estate on the user interface and providing increased content accessibility.

The Adap­tive Lay­out
There are pre­de­fined sizes were dif­fer­ent lay­outs are trig­gered. These are called breakpoints. Typ­i­cally there are three or four break­points to accom­mo­date desk­top, tablet and mobile screen sizes.

The Respon­sive Lay­out
This is a hybrid of Basic Fluid Lay­out and Adap­tive Lay­out. There are pre­de­fined break points, how­ever in between these breakpoints con­tent will flow to expand or con­tract.

According to his article for the Adobe Blog, Carl Sandquist states that:

“Cur­rently, most RWD web sites use Respon­sive Lay­out since it offers a best-of-both-world expe­ri­ence. Con­tent snaps into the appro­pri­ate approx­i­mate posi­tion for a device type (e.g. Tablet) and then fine-tuned adjust­ments are made for the exact screen size on a par­tic­u­lar device.”

What is Adaptive Design (AWD)? Adaptive Layout?

“Adaptive design is the manipulation of layouts to best perform on certain screen resolutions inclusive of elemental removal or behaviour changing techniques. Adaptive design usually requires Javascript to efficiently manipulate the DOM. Javascript can be avoided if you plan on having duplicate on-page elements and then show or hide them based on screen sizes, this might be appropriate for smaller elements but not whole columns or navigation elements.” – Matthew Freeman

“This technique adapts what is displayed depending on the capabilities of the device being used, as well as the screen size. It centres on the context of the user, so even when the same content is used, it is adapted (with some or even all of the design elements changing), depending on whether the user is using a mouse and keyboard or touch screen. AWD also uses different layouts for tablets and mobiles with certain. ‘Responsive’ elements built in to reduce the number of different templates required. AWD can be taken to further extremes with content being completely repackaged and reworded, while images and video are either reworked or completely removed.” – Danny Bluestone

According to Aaron Gustafson, author of Adaptive Web Design, Crafting Rich Experiences with Progressive Enhancement:

“Progressive enhancement isn’t about browsers. It’s about crafting experiences that serve your users by giving them access to content without technological restrictions. Progressive enhancement doesn’t require that you provide the same experience in different browsers, nor does it preclude you from using the latest and greatest technologies; it simply asks that you honor your content (and your users) by applying technologies in an intelligent way, layer-upon-layer, to craft an amazing experience.

He encourages designers to: Think of the user, not the browser.”

Which one is better?

A better understanding of the differences between Responsive Web Design and Adaptive Web Design is a starting point to deciding which solution will work well for you, or your clients, if you are a WordPress professional. Knowing what solutions are available and having the ability to distinguish and implement whichever design approach best meets the specifications of the end user is an important element. Of course, nothing is carved in stone. Future designs may be a combination or a hybrid of both – employing the best features of each one. The goal is to ensure that the user experience at the point of searching and eventually finding your website is the best experience they get at that particular moment – fully hoping that it will be the first of many more visits and not their last.


The Business of WordPress

The root word of ecosystem is “eco,” a derivative of the Greek term for house or home, and “system,” is a set of connected things or parts forming a complex whole. A closer look at nature reveals a highly integrated system of living and nonliving components capable of sustaining life. Each species, element, and energy source plays a crucial part in maintaining balance on our living planet. In the same token, there exists multiple layers of ecosystems within social and business structures that are interactive and interdependent upon each other. We have witnessed in the last few years a social networking phenomenon where our world has become more and more interconnected digitally and business environments are turning into digital ecosystems.

Caught in the midst of all this is a thriving WordPress community comprised of WordPress professionals, authors, developers, theme providers, marketplace vendors, web hosts, and other commercial entities that have evolved and conglomerated into this dynamic WordPress ecosystem we have today. These key players have all been instrumental in empowering the world’s most popular Content Management System (CMS) today, fueling this digital economy with WordPress powered websites, themes, plugins, and web consultancy services all around the globe.

One of the exciting events to look forward to in the WordPress scene is the upcoming Pressnomics 2012 conference in November. Pressnomics 2012 – The Economics of WordPress is the first of its kind gathering of the brightest minds in the commercial WordPress ecosystem represented by 7+ countries around the globe. The goal is to foster dialog, share and discuss business best practices, teach a mix of WordPress and general business strategy, et cetera, to help propel those who are active WordPress professionals even further as well as inspire those who are contemplating a future in the WordPress ecosystem. Among the list of speakers are familiar names in the WordPress community: Collis Ta’eed, Pete Davies, Alex King, Cory Miller, to name a few.

There is still much to learn and more room to grow in this realm as the world becomes smaller and smaller because of the recent technological advances especially in the mobile tech industry. The crest of this WordPress wave has yet to reach its peak and even as the wave rises so do the rest of the little boats floating along with it.

For more details about Pressnomics 2012, visit their website at pressnomics.com.