Fluent Support Review

one of the most challenging things when you run an online business or any business for that matter is support for me it gives me a lot of anxiety because the system that i use is not very efficient and every time i use it it puts me really behind with my work so i want to show you basically how my system currently works and then i'm going to tell you about a solution which is mind-blowing all right so let's take a look here at this diagram so this is what my business looks like so i have my website here i run learn dash to sell my courses i do my payments through woocommerce and i do my email through fluentcrm okay so all this is running on my wordpress website but now when it comes to the support what i've been using so far is an external system which is like a sas service so in this case i was using intercom so what intercom does is it has an integration with my website on the bottom right it has a pop-up i'm sure you've seen those pop-ups where you can go in type your message and so on it is good but not very good because over here there isn't really much integration when it comes to learn dash woocommerce and fluent crm which are my other programs that i use for example why am i mentioning this let's say someone buys a course and for some reason they don't have any access so my workflow would be i would log into intercom see the messages and then i'll go to paypal or stripe to see what the problem is and then go to my website so you can imagine if you have let's say 10 20 queries a day that can take you a very long time to try and um keep up to date with your customer support and the other problem as well is as i mentioned intercom here does not integrate with any of these programs all it's doing is pushing messages back and forth and making sure the messages are present in your email box but now we have a fantastic solution there is a new product now called fluent support fluent support is brought to you by the people that brought us fluent crm which is a fantastic email automation program which i also currently use so let's talk about fluent support and how it is different to all these sas programs and how it can make your support much much better okay so over here now all you need to do is to create a page which has a short code to either submit a ticket or to view a ticket okay so that's the first step secondly once they submit a ticket they get their own portal so your your clients or your students will get their own portal here now this portal here is fantastic because it also works with email it also works with slack and also telegram so whatever messages you send on telegram those messages are pushed over to the portal and also to my portal where i get to see all the queries so that is brilliant so let's say i'm not really on my computer i'm out and about i can see all these messages on either telegram or slack which is brilliant now all these messages are also updated on both portals so i can use this system now either on my computer on my website or even on my phone so with fluent crm it comes with a lot of integration so in my case here i have learn dash woocommerce fluent crm and there are also other programs that integrate really well with fluent support so remember when i mentioned that with intercom i had to go to paypal or strive to check the customer details and then go back to my website to check and see if everything is working okay with this system now i don't need to do that because everything now is under one roof so that means if there is a problem here i can just go to my portal and my portal shows everything to do with that customer now let me log in and let me show you how i use this system on my own website because i don't like promoting or talking about programs that i do not use myself in fact i spent a few days trying to move all my systems from intercom to fluent support now let me show you what the interface looks like so when you first land on my website now you'll notice that there is no intercom right here on the bottom right what i have now is this support button so when you click on this support button it takes you now to this support page this is where you get to create your ticket so the one thing i like about fluent support is the fact that you can create custom forms so in my case i have a few services here and the services are lifetime membership yearly membership courses divvy templates bonuses and other so if someone comes here and fills in their first name email address they can just choose what they need to support with so in this case maybe it's lifetime i can select lifetime enter the subject type the message and if i need to i can also add this feature where they can upload a file to as an attachment or just to show me where their problem is so as you can see there's a lot of customization here and now let's say you are a user already on my website so what happens now is you also have this option here which says already a member and then you can just click here to view your ticket now if you're not logged in it's going to ask you to log in so there we go so this is the support portal so when the customer logs in here they get to see their tickets that they have submitted now let me show you what it looks like on the admin side of things so i've already gone ahead and installed fluent support this is a live working website you can see here this is funnels2income.com i am actually using this this is how much i believe in this product so over here this is your overview you should click here on fluent support click on the dashboard it gives you this overview right here so let's say you want to take a look at all your tickets you can just click here on tickets and this will show you all the tickets that you have on your system and this will show you all your tickets that you have on your system so let's take a look at uh this query here so i'm going to click on it so first of all what i do when i get a query like this is i now take a look over here to the right and look at that i can see now that this user has signed up for the wordpress mastery course he's interested in fluent crm he's also a lifetime member so this is fantastic i don't even need to go and try and find out if why they're not getting this because right now i can see that they're a lifetime member that means they should have access to pretty much everything on my website as a lifetime member so this is now easier for me to go in and fix the problem so the fact that they have a tag called lifetime it means that they've gone through the whole process of purchasing the lifetime and so on so all i have to do now is to give a response and you can see this is support staff this is me so i have responded here and added an attachment so there we go so this is how he needs to find the templates to have access to that okay and then he's responded here and this is happening today you know this message was sent seven hours ago i responded five hours ago and this was also responded five hours ago so here he's saying i've gotten to this thank you okay great so what i can do now is i can just go in and close the ticket because everything is all done okay but there's also other options let's say i need to go in and add another message i can just click here and add another message this is how simple and clear this interface is i really love this and if i need to make some notes i can just come over here i can make a quick note here so that next time there's an issue i can always come back and look at my notes and this is brilliant okay now let's take a look at a few things here now over here on the right at the moment i can only see uh the tags but if the person has purchased through say woocommerce you can also see all the tags and the purchase history and all of that now this is the integration that i was talking about that this is what i really wished any program out there would do to really save me a lot of time so i don't need now i don't need now to go to say paypal or stripe to check if the customer has actually bought or something went wrong and so on everything is right here on my dashboard i don't need to go anywhere else i can just log in see any problems that i have here and just go ahead and provide my support all right so in this case i need to close this ticket so i'm going to go ahead and close it great so now it has been closed i know i have other other ones i need to go to here and you can see there's a label here that says waiting so that means i need to go in and respond to these as soon as possible now let's say i want to filter these messages i can actually come over here and take a look at the active i can look at new i can look at closed i can look at all so you can see here i've been testing the system to really make sure it was working and boy oh boy this is amazing right so what i can also do here i mean i can do a lot i can assign my tickets here if i needed to add more people to work here on my system you have unlimited users that can work on your system so i can actually assign people to help me with the support now over here i have my reports so you can see here these are resolved tickets two of them so if i scroll down here these were resolved by me but if i had other agents the agents would show here and this will give me an idea of how many tickets my agents are closing and uh if they're really working as they should all right so moving on let me show you other things here so there's also other things we can take a look here at here we also have our customers so this is the list of all our customers right so let's look at what else we can do here with the filters so i can also filter by waiting for reply so i can just activate that and this will just show me the ones that i need to reply to and this again is a time saver okay so let's take a look here at also other things i've shown you the reports i've shown you the customers now over here i can also have some saved replies so let's say there are certain messages that i respond in a similar way all the time i can actually create them here and save them so that when i'm responding i can just use those saved messages okay so i can just come over here create new and the reply title could be maybe here is your download link okay so i've just added this quickly in fact let's just uh add the text properly here i can also assign this to a specific product so let's say this is for the bonuses and then i can just add a hyperlink here just by coming over here paste my url in here just like that and then save okay so next time now let's say i need i get a similar question and i need to respond to that message i can just come over here to my tickets and uh in fact you know what why don't we show all the tickets because i want to show or response to this one here so in my response here i can say okay reopen ticket and then i can come over here so now i'm just about to respond to this i can just come over here to my templates now and just add this one and boom just like that i've added my response and i can just hit apply and this message now will be sent as my template so that was the saved replies over here we also have activities and this will give you a breakdown on what has been happening on your support system all right so let's move on and also take a look here at um our workflows now workflows are also very exciting here so when i click here on workflows i can actually add a workflow and this could be automatic now this is think about it this way it's like an automation that happens behind the scenes so you can set let's say trigger words and then when that word is triggered you can uh let it do a certain action so let me show you so let's call this flow mac right we're going to make this automatic and i'm going to say continue so now here i can say flow trigger so i could just maybe uh say okay the trigger is create on ticket or create on customer response so let's put customer response and now i can add my conditions so i could say in the message i want to add something here so i can add my say i can say here okay in the message if it contains i'll add a value here maybe it's discount or dv discount as an example i can then choose what i need to happen when this message here meets that condition so i can also add even more here so i'm just going to add one and now i can select my actions so this is what i need my system to do as soon as this is found in the email okay so i can select my my action here i can say assign an agent i can say add response i can add an internal note i can close ticket i can add tags so in this example let's say i want to add a response then i can just add my message here okay so that could be my message and then i can go on to say reply from and i could say okay from mac and i can say fallback agent if i had more agents i can just add them over here but at the moment i only have myself and i can also add a title here so once i'm happy with that so let's just say test for this title and i'm gonna hit save so now that has been saved as my workflow so at the moment it's set to draft so if i need to activate it i can just click here and now it's published so every time in any email where there is something along the lines of dv discount i will then respond automatically or the system rather it responds automatically with a link to the discount for divi so this again is going to take a lot of work off my shoulders because my system behind the scenes will be doing the work for me next let's take a look here at business inboxes so at the moment i'm connected to mac at funnelstonecom.com and i can also add another inbox so i can add the inbox name here and once i add my inbox i can choose how i need to redirect my emails so i could use say another email for specific products and other emails for other products so it's just up to you how you want to add but then the option is there for you next let's take a look at our global settings because there's more things that we can set over here so i'm going to click here on global settings now there's a lot we can do here as i mentioned we can also add ticket tags so these will help to segment all my messages and also trigger my automations next i'm going to come over here to ticket form configuration so this is uh how you configure your forms but i'm going to show you a better way of setting up your forms next we also have custom fields here so if you wanted to add specific fields for your business this is where you would add them now the most exciting here for me personally is the product i can actually come over here on the product and set all the products that i have in my business now think about it let's say you have a gym membership you can set your memberships as products so that when you create your form you can set it in such a way that you can specify what query goes through what product as they're submitting their support ticket i'll show you that in a moment but anyway creating a product is very easy you can just come over here create a new product give it a title and basically that's that's it now on my business you can see here i have my lifetime membership i have courses yearly membership dvd templates and bonuses now these are the bonuses i give away when people buy uh these products using my affiliate link okay over here we have support stuff this is where you'd come over here and add your support stuff so adding a support staff is easy just click on add new enter all the details here and you can also give them permissions so you could say you know what i want them to have to run workflows you can say i want them to view their dashboard but you have the ability here to give them permissions or remove specific permissions so let's say you want you don't want them to view any logs you can just leave that like that and they won't be able to see any logs which is pretty cool okay so i'm going to close here so that is the support stuff we also have fluent crm integration so you can integrate it here you also have notification integrations so this is where you can connect telegram slack or discord i haven't really set this up yet but as soon as i set it up i'm going to do a separate video showing you how you can set up all this and link it up with your system all right so let's move on here and let's take a look at the last one which is your license agreement so this is where you would come over here and uh enter your license key and once it's entered this is the message that you get it's active and it is ready to go now here's the cool thing if you really wanted to create a custom support form you can also use fluent forms now let me show you how that works so what you need to do is to come over here to fluent forms pro i'm just gonna go to all forms so i can show you what i've done already so my form here is called support form if i click here on edit you can pretty much see the fields that i've added it's all drag and drop so i've entered my field here for the first name email address and then i need support with i just added all these these are added as products in fluent support so these are all matching and i'll show you how to match them you also have the subject line the message and i've also given an option here to upload the file and then submit the ticket now here's where you do the integration so if i come over here to uh settings and integrations i want to come all the way down here to marketing and crm integrations and you can see fluent support here is connected so if you click here on this gear icon this will show you how i have connected it so first of all i've just mapped my first name here in fact this is the feed name and the business so these are my products here so remember i mentioned that i had already created them so uh membership lifetime membership if i need support with is equal to uh lifetime membership and this is then going to pretty much match all my products now the ticket title here all i've done is i've matched it with my ticket title over here on my input options i've done pretty much all the same all the way down here and if i click on update here that is my integration updated so when people fill in my specific form in fact let me show you what the form looks like i'm just going to go to my site here so if i come over here to support this is the form that i am talking about so it has the first name email address it has i need support with then the subject line message and so on so once they click on that i will get them the message in my portal and that is the portal that i've just shown you where i can do all sorts of things to keep me updated with all my support issues so what fluent support is giving us is integration with woocommerce fluent crm learn dash and many many many other products that it really works together with but my main thing that i really like about fluency rm is the fact that my support is on one platform i can see everything that is happening on that platform and i don't have to go to any other place to see or to check and double check if the information is correct so if you're a business owner and you're running a small business or even a large business this is the system that you need because it's going to make things easier for you to manage all your support tickets yes you can have emails here and there and do it via email but as soon as you start getting emails of 50 or say 20 even a day going back and forth between your email and your website that is going to stress you and that's the process i went through before and i was on a journey to search for a support system now you may be wondering okay so how much does this cost so if i come over here to uh help scout just to give you an idea now this is a very popular product and there's quite a few out there they zendesk i mean they all do a fantastic job but as i mentioned in the beginning of the video they don't have that integration with your website and the services on your wordpress website that's where the problem is and not only that they are very expensive now take a look here here you only i mean for 39 per month you only get 10 boxes uh you have teams i mean you have all this other stuff here which pretty much doesn't matter i'm mainly looking here at this 30 uh per month now remember this is per user so if you have two users now that automatically becomes 70 per month if you have three four five users you can see how this all starts multiplying and you also have limitations here you have ten mail boxes and one doc site and if you wanted this one here you have to contact them to get the unlimited boxes same thing if you come over here to intercom uh intercom here is 67 per month and this is built uh annually so it's going to be a massive upfront cost for you if you wanted a system like this but again this is the system that i was using and it has quite a lot of issues because as i mentioned i have to be all over the place to make sure that i give full support to my customers all right so now here's the moment fluent support now if we take a look at how much it costs i mean this is mind-boggling they have a lifetime deal here so if i click get ltd you can see here there's a 50 discount right so i'm going to scroll all the way down here to uh see the pricing so these are all the integrations by the way there's woocommerce lifter lms slack fluency fluent forms membership pro and there are more coming up i mean in fact i did an interview with uh jewel the ceo of uh wp managed ninja and i mean he was talking about other updates that are going to be coming soon so this is fantastic so as i go through this these are all the other features okay we don't really want to go through these i mean in fact we've covered quite a lot here so let's take a look at the pricing now this here is life time you pay once and pretty much that's it okay you pay once and that's it and this is what i highly recommend so we have 99 here for one domain you don't want to do one domain because you're going to use this product you're going to love it and if you then try to uh purchase the lifetime maybe by then the lifetime is going to be gone so don't go for the one side okay so five domains yes i would say if you're not someone who's not really into designing websites for others then five license domain is okay because maybe you might have two or three websites that you may be running and you can have the licenses running on that now remember this is lifetime you buy it here once and that's it you don't have to pay for any more updates all right so here now we have the 50 domain license this is now the territory where you're designing websites for others this option here is fantastic because if you decide to design websites for others or even just set up a support system for others small businesses and so on you can charge monthly just to have that support system running on their website which you can also support so that is another way of making recurring money so this is what i highly recommend if you do have the money go for the lifetime deal it's at a 50 discount you can see here it would normally go for a thousand one hundred and ninety nine so i would definitely go for the 5.99 just sacrifice for it because this will make its money back within a very short space of time so this again i forgot to mention when you use fluent support you don't have to worry about mailboxes or emails because this integrates very well with those email systems we use like on fluent crm like amazon ses and sending blue and so on so you don't have to worry about spending so much on the emails so as you can see this is a fantastic offer and i highly highly recommend it now here's what i'm going to do for you if you buy uh fluence support using my affiliate link i'm also going to give you access to a mini course that shows you how to set it up all correctly so i'm going to send the link in the video description below please if you use that just let me know that you've bought fluent support using my affiliate link once i get that and i verify it i will give you access to that course but please bear in mind the course is not active yet i'm in the process of making it so within a few days after perhaps say cyber monday the course will be ready but of course because you are there on my system i'll be able to just give you access to that course all right guys that's all i have for you today's video i am going to be doing other videos as well showing other features that fluent support has and i will be notifying you so make sure you're on the mailing list so you can get all these email updates all right guys thank you very much for watching let me know what you guys think in the comments box below if you have any questions or any future requests please let me know in the video description below until next time thanks for watching and i'll see you in the next one take care

Channel: MAK

Views: 920

Keywords: Augustine mak, divi 4.0 templates, Divi 4.0 template, Carflows divi, wordpress funnels, Cartflows tutorial, Mak, tutorLMS, tutor lms, online courses, create online courses, online course business, fluencrm, fluent crm

Id: UKZAGJwF25o

Length: 25min 18sec (1518 seconds)

Published: Thu Nov 25 2021