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Customer support and pre-sale assistance are essential aspects of your WooCommerce business. You should always make sure that your customers are happy and satisfied with your products and services. If you sell good quality products or offer the best service, it can make the customers happy. But what if you do not assist your customers to get used to the products they have newly purchased from your store? Maintenance and support are important parts of the business. Similarly, pre-sale support is an important factor as well! For that, you can incorporate WooCommerce support plugins in your store.
You have to assist and treat the new customer who even comes to simply visit your site and, should convert this simple visit into a sale. Improved support and assistance will generate quality leads automatically.
Importance of pre-sale assistance and customer support
As I have already mentioned, both are really important for improving the sales and smooth running of your business. The main key to improved pre-sale assistance and customer support is clear and fast communication. You have to convey the idea and advantage of your products by assisting them properly by understanding what product they really want from your store. Similarly, after the sale, they will have many doubts and will take time to get used to the products. In such situations, you have to be available as and when they need it. Otherwise, the customers will lose trust over you and they will gradually leave your store.
How can you work out this in your WooCommerce store?
If it is a very limited number of customers, you can assist them as much as you can. But as a shop owner, we will always think about expanding the business and increasing the number of customers. Hence, if you have an increased number of customers as well as you may receive hundreds of queries from customers in a day, a contact form or mailing the issues will not be the reliable methods. Customers prefer to live chat interactions more than mailing as it is the most comfortable method of communication.
For making these in an organized way in your WooCommerce store, you can adopt robust plugins for the assistance and customer support. You may have recruited agents for assisting the customer and solving issues they are facing. Hence you can choose the plugins which are customizable according to the nature and character of your business and favoring your workflow.
There are a lot of support and assistance plugins like live chat plugins that are available for you. Many of them are built for WordPress, but may not incorporate well on a WooCommerce platform. This means, your products should also include in the customer support system and live chat sessions with customers for better customer support experience. Hence choose plugins that support WooCommerce as well.
In this article, I would like to introduce to you such two WordPress plugins which will help you to improve the pre-sale and customer support experience in your WooCommerce store. They are:
- WSDesk – ELEX WordPress Helpdesk & Customer Support Ticket System Plugin
Let us go through each plugin to get an idea about the features they offer.
WSDesk – ELEX WordPress Helpdesk & Customer Support Ticket System Plugin – The Customer Support Ticketing System Plugin
As the title suggests, this advanced customer support plugin will help you to streamline the entire process of customer support and assistance in your WooCommerce business. It will work efficiently on any WordPress website and is highly compatible with the WooCommerce platform.
Let us check its features.
1. WooCommerce compatibility
The first and foremost feature we should discuss here is its WooCommerce compatibility. You can fetch the total number of orders, individual order numbers, and total price information in the ticket details of the customer when you integrate it with your WooCommerce store. It will take the products and their details for generating tickets and creating triggers. You can also find a separate tab for the WooCommerce report in the overall report section of your support system.
2. Can be used as subdomain
This is another major advantage of using WSDesk – ELEX WordPress Helpdesk & Customer Support Ticket System plugin, as you can make your customer support system as a separate entity for improving the support services as well as your main business workflow by not hampering it with the excess data from the support system. If you are receiving many tickets in a day and you are integrating this plugin in your WooCommerce site itself, it may make the server hang and will take longer loading time. It will increase the bounce rate as well as the customer will not be satisfied as they cannot resolve an issue in less time and they need to wait for the reply for a long time. For more details regarding this, you can refer to an article: How to Set Up WordPress Helpdesk on a Subdomain? How Does it Benefit Your Domain?.
3. Ensures security of your data
This plugin does not have any external dependency, so you can store your data exclusively on your server rather than storing it on third party locations. Hence any issues outside the plugin will not hamper your workflow. As you can manage your data, you will not encounter any security breach from outside.
4. Unlimited tickets and agent profiles
There is no limit on receiving and managing tickets. You can receive and streamline the entire process even if you receive a huge number of tickets at a time. You can even archive the old tickets for your convenience. Similarly, you can add as many agents as needed. Also, there are options to set up notifications for the agents to make the assistance process faster.
5. Options to set up triggers for automating actions
You can set up any custom triggers according to the nature of the products you are selling. You can set triggers to notify agents when a customer raises a query, assign a ticket to an agent, trigger alerts to agents if any ticket is not closed, and so on! WSDesk also helps you to set triggers for sending notifications to agents via Google Chat.
6. Advanced email options
If your website domain has a dedicated email ID or multiple email IDs, if a customer sends a message to any of the email ID, it can be converted to a ticket automatically with IMAP (Internet Message Access Protocol ) options. You can also find many more advanced email options in this robust plugin.
7. Options to minimize the number of tickets
By providing auto-suggestions of support documents or articles when a customer enters a subject or drafting the mail, will help to reduce the number of tickets. If they get the solutions from the documents you have provided, then they do not need to raise the tickets which will reduce the excess traffic of tickets.
6. Other advanced options
There are so many advanced options available in WSDesk – ELEX WordPress Helpdesk & Customer Support Ticket System plugin like you will get separate reports for your WooCommerce store. You will also get the overall report of your support system and the report of each agent’s performance from this plugin. With the help of specific add-ons, you can improve the overall customer support experience.
You can also integrate the following add-ons for more advanced features. They are:
- Pay For Support Add-On for WSDesk WordPress Support Ticket System
- WSDesk SMS Notification Add-On
- WSDesk Agent Signature Add-On
WSChat – ELEX WordPress Live Chat Plugin – The AI Integrated Live Chat Plugin
WSChat – ELEX WordPress Live Chat plugin is highly compatible with WSDesk – ELEX WordPress Helpdesk & Customer Support Ticket System plugin. WSChat is basically a WordPress plugin but is extremely recommendable for WooCommerce stores. Have a look at its features that favors your WooCommerce store.
1. WooCommerce compatibility
This plugin is highly compatible with WooCommerce platforms as the agents can see the products which the customers have purchased and they can suggest WooCommerce products to the customers in simple clicks through the chat. And the assigned agent can see the order number and details which will redirect to the specific order page in your WooCommerce store.
2. Offers high security
This plugin also ensures the security of your data as it stores your data exclusively on your server rather than any other external servers. Hence no external issues will hamper the chatting experience and the minimum loading time will make the customers happy and satisfied.
3. Option to monitor live website visitors
When it comes to pre-sale queries and assistance, this option plays a vital role. You can view the visitors of your website, the page they are viewing, the IP address, the time they spend on the site, and their OS. Using these data you can initiate a presale query even before they reach you. It will improve your credibility as well as you can lead window shoppers to quality leads by making purchases with better assistance.
4. Advanced features for agents
The compatibility with WSDesk – ELEX WordPress Helpdesk & Customer Support Ticket System plugin will help you to import agents from it as well as you can create unlimited agent profiles. And you can set certain triggers of sound or email notification for the agents to give fast replies to the customers. Agents can convert a chat into a ticket.
Pre-chat form can be set up for the customers to drop their details and messages if you are not online. So you will not miss any customers if they are on your website for a pre-sale query. You can get back to them with the details later.
7. Customizable widget and other options
You can customize the chat widget according to the theme and colors of your website. And the widget comes with a default mute button and you can add custom buttons for the convenience of your agents on the chat header such as the option for file attachment, instant video recorder, send chat history, and option to rate the assistance. You can also find interesting emojis in this chat plugin.
8. AI integration for automated responses
This is one of the important features you can really make use to improve the overall customer assistance of your WooCommerce store. If you are not available online or changes in your work time with the customers time, and so on will not leave your customers disappointed. You can set up automated responses in the form of text, video, audio, image, or any other file with the help of Google’s Dialogflow tool. You can assume the customer queries and feed the responses to be triggered. For more details regarding this, you can go through an article- Detailed Guide on Setting up Dialogflow.
There are other features like reports of the customer support you can check in this plugin. And it is mobile responsive and the customers can even access the chat through their mobile phones seamlessly.
You can use these 2 advanced WordPress plugins for improving the customer support and pre-sale assistance of your WooCommerce business. Since customer support is as important as sales, you have to incorporate advanced methods for assistance rather than the conventional methods, for making the responses faster and accurate.