Customer support is one of the most important aspects of a business. Customer support is directly associated with the post-purchase experience of a customer. With great customer service, you can make loyal customers. Satisfied customers or loyal customers are also your business asset. They will definitely spread good words about your business and recommend it to their friends and families. The word of mouth – WOM or electric word of mouth eWOM works like magic to bring in new customers. On the other hand, keeping a customer who is already in is fairly easier than bringing in a new customer. Every reputed business should and makes a great effort to make sure their customer support is incomparable. In this blog, we will try to find the best WordPress help desk and customer support plugins.
Here, we will highlight and discuss some of the best WordPress help desk and customer support plugins.
Now that we have understood the importance of customer support. Let’s focus on some of the best plugins that we can use in the WordPress environment. WordPress is the most dominant CMS and a large portion of the web is powered by it. Rich functionality and user-friendly features give WordPress the required upper hand to dominate the web. Lots of business website and eCommerce platforms run on this platform. All those online businesses require an automated system to run and keep track of their customer support. There are lots of free and premium plugins available for us. Let’s start with the shortlist of five best WordPress help desk and customer support plugins.
- Awesome Support – WordPress HelpDesk & Support Plugin
- WP Support Plus Responsive Ticket System
- JS Support Ticket
- uCare – Support Ticket System & HelpDesk
- Sola Support Tickets
This is by far the most popular WordPress support plugin. Do not underestimate this brilliant tool as this plugin is very powerful. For instance, it has all those rich features like those dedicated service providers, for example, Zendesk or HelpScout. The awesome support team has been working for over three years. Over this long period, they have researched, worked hard and improved this tool for complete customer support. The free features will be sufficient for basic customer support, but the PRO feature can enhance its ability beyond comparison. You will be surprised by the mammoth feature list as they have everything covered. In addition to that statement, there are features that you may not actually require. Let’s highlight some of the features of Awesome Support:
First of all, let’s discuss the ticketing system of Awesome support. The generation of support tickets is one of the most fundamental steps of customer support. This plugin will enable users to create and submit support tickets from the front end of your site. Your agents will be able to reply all those support tickets from the back-end. The highly customizable tickets are so flexible to manage and work with.
Secondly, we will discuss importing. If you are already using some platform, then switching can seem to be quite challenging for you. Awesome support offers the coolest importing system to import the existing tickets. The flawless and smooth transition will ensure your productivity.
Thirdly, the email notification is another must-have feature and they have it covered for us. There are different events that will trigger an email notification for the involved parties. Apart from that, the emails are fully customizable so you are free to create your own email template.
Everything is private between the support agent and the client. Though there is a premium add-on for public ticketing, but in general tickets are private.
Files are very important for customer support. Support requests often require to upload files. Files can convey the exact message more efficiently. Awesome support offers a brilliant file uploading system. The admin will have complete control over the file type, size and number of files to upload in one session. Admin will be able to set a preference on those fields.
To conclude, we have not scratched the surface of what Awesome Support offers us. There are lots of premium add-ons to deal with all sorts of tasks. They have created bundles of add-on for a different type of uses, but you can select specific add-ons based on your need. We highly recommend this tool, but you should check the other available tools too. One thing you should keep in mind is that this product can become very expensive.
Here we have another state-of-the-art plugin for customer support. This extremely popular plugin has over 9000+ active installation. They have decided to redefine the customer support experience for all and working on a different project called the SupportCandy. As the WP Support Plus Responsive Ticket System is discontinued let’s continue with SupportCandy and get to know some of the awesome features of this brand-new support plugin. The team has brought all their experience and learning in a completely new package. So, we can expect something exceptional from this plugin.
Some of the core features of SupportCandy are highlighted below:
First of all, this GDPR compatible plugin offers us to create unlimited tickets. Important to note that you can create unlimited tickets in the free version itself. In addition to that, you can enjoy unlimited agents for replying the tickets. This is rich with Ajax functionality and offers Front-end & a Backend interface for agents. This adds more convenience for the agents as they will be able to handle the issues without any restriction. Guest tickets, file attachment and responsive design are some of the awesome features of this brand-new plugin. Surely the translation feature is a real aid for users and it supports most of the largely used languages of the world. Finally, there are lots of PRO add-ons to enhance the features and increase productivity.
This is the third plugin of our best WordPress help desk and customer support plugins. Certainly, this is one of the most simple, easy to use and completely web-based customer support system. Let’s dive in to know more about some of the gorgeous features of this plugin. First, you will be able to create unlimited tickets with this plugin. Secondly, this easy to use plugin supports notification and auto response. So, sending acknowledgment will become just another automated task for you. Thirdly, the integration of short codes and responsive design gives us simplicity and user-friendliness. Other features like Email templates, Priority, Unlimited departments, Attachments and support of multiple languages will set you free from all sorts of restriction. With the proper focus on customer support, you will be able to learn more about their desire and also the problems associated with your service or product. They also have a PRO version with more options. Make sure to keep this magnificent tool in your shortlist.
As we progress with the list of best WordPress help desk and customer support plugins there is one important note. This serial does not mean anything. There are some popularity issues, but you are completely free to select the tool that you like most. This will give you some idea, but should conduct some research too. With 3000+ active installation, this is another state-of-the-art plugin for customer support. The beautiful and user-friendly interface adds ease to the work. As the front end is fully powered with Ajax there are no loading and everything updates while you are on the same page. There is no PRO version of this plugin yet. You will get all the required features in the free version. This plugin is compatible with any WordPress theme. The plugin is fast and lightweight, supports ticket search & filter, enables to set ticket status and priority. Finally, the notification system and event logging will keep your support team productive and contribute to your business.
We have come to the final choice of our best WordPress help desk and customer support plugins list. This is also very popular and it also has a PRO version. The free features will be adequate for small businesses. Though the free version allows only one customer support agent, it has all the features to maintain steady customer support. Premium version of this plugin allows having multiple support agents. The premium version also allows creating Macros. Macros are awesome as they allow us to create automatic responses. The plugins that we discussed above had lots of mind-blowing features. Sola Support Tickets falls a little short compared to those plugins but still offers a decent feature list.
To conclude, it is very hard to give one plugin priority over the other. They all have the basic features important for proper customer support. You need to be smart with to select the best tool for your business. Every business has different demands and customer support also varies based on the business. Make the best decision for your business.