New WordPress Helpdesk - Fluent Support

if you're a small business owner or you sell online products you're going to love the product that i'm going to be talking about today in fact i'm going to have an interview with the ceo of wp manage ninja and we are going to be covering a lot of the features about this product and also please do watch till the end because there is a discount and this is a lifetime discount so you don't lose this this product is so powerful that i've actually implemented it on my website so without wasting a lot of time let's dive in and listen to the interview so joel welcome to the show i know last time we spoke we spoke about fluent crm but today you've got something brand new you have fluent support tell me more about fluent support hey thank you uh so train support is a customer support plugin so for us it's like we sell products so we sell flame forms from crm so when our customers actually find a problem they actually send us email or they log into our website submit a support ticket or contact forms you can have an email email to gmail or anything or your domain email send all the emails reply all the emails from here but you know that's fine uh that was for you know very small scale like say you get like five or six emails then you can do that but what happens when you get like 20 30 emails uh yes then it is really hard from the from managing from the email inbox uh so you have to you know assign your va or even other people to manage those things for you so from what you're saying it sounds like this is a ticketing system now there are so many systems out there that do ticketing so why is fluent what is unique about fluent support okay so you know so they have great uh great flag uh you know solutions but most of them are actually saturation so like you know healthy scout genders uh and and really they're great but you know when you actually do all your things in wordpress like your lms is wordpress you are selling your courses in wordpress your e-commerce in wordpress then why not your support system too like when you actually someone your customer actually submitted a support ticket you can see their passages you can see which course they are in you can see when they join their lifetime hello everything so you know your you know agents know what everything know about that customer and then they can you know response that customer and when it's in wordpress everything is easy for you really because you know say someone actually asked for a refund then you don't have to you know go to your and come back to your website find that customer and refund that in you know if it's in your wordpress then you can just click on the purchase and just give the refund or you know or maybe a payment got pending you just mark that as paid right so right yeah so basically you know the idea is actually the same idea for clean crm like all your customer data in your wordpress but you are using like mailchimp or another solution where you have to you know give all the data seeing that you will not get that in real time the same thing happens in you know flame support too support is very critical you know so you have to know your customers their history so all your data in your wordpress so it's it's the best thing i think that you you have your support system also should be in your wordpress yeah you know what there's something that you've just mentioned here which i'm actually struggling with so on my website funnels to income dot com i sell courses uh memberships and so on right so if someone has a query i use a software it's a sas software called intercom so if someone says i've just paid for this course and i don't have access to it i would go to intercom login right yeah and then uh get the person address right i'll go to paypal to check what happened there oh i'll go to stripe and then back to my website again so from what i hear you saying you're saying if you have fluent support fluent support is on your system which means you can see the customer's journey if they purchase something all that information is integrated in fluent support which means exactly i will save a lot of time going to these different places to find information yeah is that correct definitely yeah definitely that's that's the thing actually so yeah that's that's the reason actually we built you know uh we thought we think that if your you know system is in your support and your e-commerce and all the other things need to be in the same system so you can you know leverage the data uh to save your time yeah right fantastic okay so now you know with all these plugins on our wordpress website and all of that one of the key things or one thing that i'm scared of is yeah the speed of my website is it going to be affected by this plugin okay and okay so let me explain so when you actually install current crm i told you that you know you know in our last you know in this interview that a single kilobyte of data will not be added to your content or in the back end unless you go to that admin panel the same thing happens in print support too so it's friend support it's only for you know for two pages one page is actually for your admin or for your agent who actually view the you know tickets answer them another page is actually for the customer in who is where they actually log in and you know see all their tickets and submit uh submit or a new ticket so that's only the two page and all the other pages are actually you know print support does not run on those pages okay so that is one part that your site will not be uh we will not be affected for any front-end job or anything the second thing is actually the data because you will have lots of data because you know thousands of your customers will send you the query your agents will send right back and for that actually fluent support and as well as clean crm both actually use custom database tables so it does not affect any wordpress database tables so if you have like you know million of support queries million of responses no problem it will not affect your you know core or test tables your post pages nothing it will store their data in separate orders tables so your site will not be you know affected with the pagespeed or anything wow that is great news i'm really excited about that so basically it's working similar to how fluent crm works fluency in its own database and it only gets activated when you're trying to access that data otherwise nothing is really happening that is brilliant okay so now my next question is you know when it comes to all these different types of software one of the things that really i focus on is ease of use which means the ui has to be very very good now can you show me um pretty much how the ui looks like and perhaps we could go through a few of the features of uh fluent support yeah definitely so this is the wordpress dashboard and this is i i will mainly show this uh show this one uh for the admin panel okay okay so basically uh so this is for the one agent and this will exactly show you what you have to focus so uh it's it told me that okay you have two tickets and this is your overall two days stats okay okay and then you have tickets so all your customers queries will be here and and you can actually see all the data so this is the last response this is the customers you know avatar and if you hover on it and you can see their name and then this is the filter area you can actually filter by everything like i want to see the close tickets okay so all the tickets that got closed okay uh then we can have you know multiple department or inbox you can call it department or inbox whatever you want so the one for like for the sales department on is for the customer service department okay yeah so you can actually filter those two say you have pipe cores okay for the five products or service you can actually say these are our products so i can only see the uh tickets for friend forms okay and or social ninja or fluent support and then i can actually see the filter by support agent assign support agent then we have for each ticket we have like two priority was it admin priority or this customer priority right so the customer priority is actually customer uh customer when a customer created tickets he can actually select is it critical medium or normal so i want to see all the critical tickets first and from the admin side they should they can actually agents can actually set their own priority okay so this is very critical i have to you know check this out fast and uh definitely you can uh search for a ticket uh here okay okay so that's uh so before you move that uh before you move on on the search can you also search by customer because that's also very important yeah so i i will show that and not in here actually we have a very strong customer thing i'll give you shortly okay okay so once you once you are there in a in a ticket uh so let's search for someone uh for a ticket you can see this uh all the tickets here so let me go to the all the tickets and find a ticket i think it's the five number five tickets uh so so say this is the ticket uh so this person actually uh submitted in 12 days ago by the way these are dummy data we created for the demo for this demo uh and you can see this uh conversation once you are ready you can just send a reply okay hello there uh here you go and just hit reply and it will be it will be posted and you will get back to the previous page because the previous filter so you can focus on it okay but i will yeah so you don't have to i have to you know stay there another thing is actually the uh this this one is actually not so these are for internal node like uh for myself for my colleague anything so this will not be shown to the customer and this is the agent that is uh assigned so if you have multiple agents you can just you know offend someone else to that so i will send myself here uh and so this is interesting thing you can see the customer's basic information name email address their address if you have okay and even you can add a note okay so say i will say that vip customer so yeah this is a you know vip customer and then you can just set that so yeah so this is a vip customer then so this is the friend crm integration you can see the all the tags this customer has so it has commands marketing codes gold users even if you want to you know add or remove a tag you can do that say i want to remove the marketing codes from here update the user and it's done if you want to add another tag here say i want to give him the you know marketing course okay and then i want to update it it's done so in fluent crm this customer will be you know uh updated right next while you're there before you move on to the next thing i'm really excited now because these tags you've just added there does that update in fluent crm as well exactly no this tags are actually from coming from uh princeton yeah but if you delete it there does it delete and flow in crm exactly wow yeah wow that is amazing yeah okay yeah so the next thing is actually is commerce woocommerce purchasing so you can see all the commerce purchases for this customer so this customer purchased the cap a hoodie with japir so when your customer actually submits a ticket you can see their uh packages and you can understand what they are talking about okay wow so okay yeah i know i'm interrupting you i know i'm interrupting you let's go back to woocommerce so okay so right there on woocommerce remember i gave you an example where if someone says they paid for something and they didn't receive it right yeah occasionally that happens so i have to go to paypal or stripe to check uh whether they watch it or not yeah so you're telling me this fluent support is integrated with woocommerce which means when people buy i can see that they've bought wow so most of the time you know if it's got pending in commerce yes say so this payment got a pending status okay so i will make it like say you know pending okay so you know uh spending payment okay and if i you know just refresh this page this little icon okay then uh on second give me a moment okay you see the cap is pending now yes so you can see that okay this is pending something is wrong i got my email from c stripe or something now i can go there okay and mark this payment as uh you know completed okay that's it job done job done yeah so that's how actually you know uh fluent uh support works not only you know uh woocommerce we have the edd integration we have all the you know wish list all the membership plugin all the lms plugin i don't have the elements so if we i have i don't have anything lms but if used to land us it will show the lan dash courses with their status okay yeah and then the interesting thing is you can actually see all the tickets right here so you can see what all their previous uh you know previous uh conversations okay yeah what are there something like that so you can see all the things and then you can just click there user it will instantly instantly open okay in no time yep by the way this is the live site okay this is very fast yeah it is super fast you you have to just click it and it will open instantly uh and the next thing i will actually show you i'll show uh in a different uh i'll show later actually so next thing is actually so that was the ticketing and you can also go to the my tickets unassigned tickets and we have also a very special button and that is waiting for reply so the customer it but you did not reply it so you can just click this button it will show all the tickets that are waiting for reply so what happens when you actually reply so when you actually reply your customer will get an email with your with your email with your response and if you we have the two type of uh you know email uh inbox that is web belt so if it's web-based then they will get an email about that hey yeah here is here is the response okay click here to you know submit your response so when customers click on that link they will go to come to your site and they don't even they don't have to you know log in okay they can just you know response that uh so that is the one way another way is actually that you can have you know email piping we have email typing you can enable that that's also easy your customer actually reply from that email so you have email typing say support at finance income dot com okay so that is the email you can find to the system and when someone actually submits submit an email it will be available right into the ticket so your va or you can actually see all the tickets you can deploy from here and your customer will get that email and they can also reply back from his email so it's like unified shared inbox okay so one email inbox sync here and all of your employees or your support agents can see those you know tickets right so that is yeah now while we're on that question of um i like the idea that i don't have to be in this uh dashboard necessarily to respond to uh to the emails but now my question is and this is something that i think uh would be very very useful for someone who's running their websites let's say i'm up and about and um i want to respond to these emails or support on my mobile device does fluency support integrate with any other like whatsapp or telegram or stuff like that okay so yeah so you have telegram right many people use telecom uh also people use slack okay so let me uh yeah so let me just you know i will just stop sharing i and share back uh my full skin so you can see what i mean okay okay so here uh i have a demo i think slack okay so this is the slack this is the yeah so you can connect with your slack okay where your team may be work if you're a kind of development company or something your ticket will be here and you can actually just reply from here got it and your when your customer actually submits a response it will be right here and you can continue conversation from just from here okay so that is one thing that you can do with this support okay here another thing is actually if you use telegram or mobile device many people use telegram you can just come here and uh let me see uh so support notification so you know so this is this is our you know real uh support notification system someone and if i want to reply this i can just double click here from mobile from reply yeah i can write write something and hit reply it will be added to the customer support and all that information i will be able to see it in the dashboard definitely so it's not like for the reply you have to come back to your admin dashboard you can reply from slack you can reply from telegram whatever you want okay so that's how you know powerful so you know these features are for humans you know our customer support uh so we have a like 20 people sorry 12 people in our team for customer support and maybe someone is actually traveling somewhere or on vacation but a critical critical ticket actually submitted you can see on the telegram and he can actually just display from there even don't have to you know log into the system and this so our goal is to make the you know support system easy fast and you know make it very proactive like if i can you know save you for single ticket if i can save you like five second time okay if you have you know say 100 tickets i can save you like uh like 10 minutes okay or yeah 20 minutes so that is you know that's you know because we are a very power user we we we we dissolved like you know 500 tickets per uh per week okay so i think thousand thousand tickets per uh per week here so every second count and that's why we made it super fast super simple and you know so that is one thing another thing i want to show you that is say uh you got something like uh very uh uh give me a moment yeah you got something uh say someone someone saying the same question repeating question you got right so we got like how i install you know flame crm how i can run automation in certain crm so what we do we actually give some youtube videos or documentation link so you can write that as a template that is save replies and click on the template you can just uh search or search by product or string and click here it will be here you can just hit reply that's it oh so you have a pre-made template of regularly asked questions exactly so that is uh yeah okay so that is uh you know step replies uh then we have the reports okay so in this report this is your personal report so and you can see your you know resolve this ads your responses stats your open ticket and see your total overview if you have like multiple agents like us then you can go to the agent response you can see the combined responses like this how your team actually doing how many tickets is coming how many or what's the response rate for resort rate okay wow so also you can see for specific person you can see how many tickets they have like that so overall is that you can actually profile uh you know uh access you access the performance of your agent like that so let's say for example i wanna see let's say for example i want to see the agent who is working the hardest so i can see all the data there exactly definitely you can see that whose people are actually giving the most of the responses whose agent is doing that that is that is also super important for us okay uh because we want to see that you know we use uh support events are actually more active with what they are okay so that is another thing and then uh the customers so these customers of your uh support tickets who actually have been supporting it you can you know uh uh just say i want to uh i i want to uh i want to hire someone you can definitely search someone so it's a jewel okay so that is you know john david i can just click on them and then what i can see i can see all their information i can update them and i can see their previous recorded here so this is like them their previous tickets if they have the purchase history if they have the you know element slicing thing or they have you know fluency and profile everything will be here so it's not just uh the uh you know your customers you can see all the data and same thing from the print crm side if you have current crm you go to their contact profile then you can also see their hub support tickets so that is also you know it's it's like frame support and fluency rm they are they can talk very deeply uh you know from the code they can you know you can use the standalone for any plugin but when you use both then it's super powerful right so so let me ask you a question now um yeah i haven't seen anything like this for for wordpress is there a plugin out there because i might be wrong you know is there any plugin that does support for wordpress yeah yeah so there has plugin uh for support so one of the one of them we used uh before clean support that was like that's called is i think awesome support but the awesome support is like they store all the data to wordpress very slow and uh you know so when i click here you see it's coming instantly so an awesome support if i click that it will take like few seconds it's like a normal page so if i go to the step post it's coming like that if i click on the edit it's coming coming you see here here is the difference so when i click on the you know post then click on the edit post then it's loading i am waiting like five six seven eight nine 10 seconds 20 seconds based on my internet speed so here is coming okay so they are uh their ui was like that so it was actually giving us lots of headache like is wasting lots of our time and the report thing is not was not good we could not find like i want to say i want to find the tickets that are like our customers like waiting for like two or three days okay yep i could not find that because it's all the messed up with that we could not you know short that but if we go to the fluent support i i can go to the support and say i want to see that tickets that are based on the customer response okay waiting time so i can see that the wait time i can select from the wait time and i can see that this customer is actually waiting for last six days okay so i can short by the waiting time you know last customer response to that and another thing is actually say i have a ticket like this i i want to you know so say these are the similar tickets similar ticket you serve them or tag them and then you can actually give delete them or mark as closed at the same time yeah okay or assign someone so or say you want to give them the same response to this ticket hey here you go okay yeah at reply i can just that's that's it i just replied the three ticket at once uh i'll show you something more but let me so yeah we have very limited time so that is the activity so this is for your admin or something very top-level personal within anything you can actually see everything what's happening in the system in the support system okay so here i see i just replied the c ticket here at once so it's recorded here that okay i replied two days to this to this few seconds ago so one minute ago i have added a response you know to the slack and then another one and you can see all the history right here everything okay so you can you can see actually what's going on to your system uh whenever you want okay and you can uh you can actually set it if you want you can disable that or you can actually set how many days after it will be deleted because these are kind of not you know useful data but it's very useful for day to day but not very useful for say uh what happened uh on one month ago so that's why we kept that but i will show you the whole approach because i know how much you love playing crm you know automation yes so this is the workflows that we have in you know strength support so let me show you so we have to workflow that is manual and automatic so let me show the automatic one first okay say maybe spam okay so you have like a email or people you know send lots of email like guest posting or seo service like that right yep okay so what happens so the ortho ticker on ticket creation okay okay and i want like if the title uh contents like say guest post or the ticket content message content contents say guest post anything if there's your content i want to okay add a tag you can add tag to tickets actually okay it's not actually the let me add a uh let me just update this uh let me add a text first i don't have tags here okay so let me add a tag first so i think so like oh spam so the ticket so the tag is influenced support not influence crm yeah no those tags these are not the customer texts they're ticket tags okay wow and and say something like say uh for your case for like say design uh design query okay okay and say you have something like height bug okay then what you can do actually uh go to your uh workflows here and then i want to actually give you i just reloaded because you i get a tag here so that was maybe spam yep i can go that and add a tag i want to add a tag like say you know tag so it will be added edited okay so give me a moment add text then i will select that is spams maybe spam okay mark okay mark as spam and then i want to add a response to that person that hey you know i don't uh do guest posting i don't do except this posting okay yeah and then you can you know select the current affinity or you know from the title okay send and response and then you can save it and then you want to you know close the ticket okay i don't want that okay i just close the ticket that's it so whenever you you have to publish it so whenever if someone actually created it one ticket creation guest post it will do this task so one of the useful thing that we use actually that we we target certain keywords like say hey mac uh i i practiced the course i could not find that okay right yes because now he's really really angry okay he paid you just paid you and you get the course but you are not available so what you can do we can make our flow the automatic workflow and say purchase not found okay yeah and it will be automatic and then i can show the on the ticket creation is the title uh maybe the title uh content uh you know uh of course could not find out something like maybe you know okay not working okay maybe or you can do you can actually send an automatic response like that hey we've got your like hey we got your uh your email what your request yeah whatever you made okay we are taking a look you know give us some time i will get back to you as soon as possible okay so he will instantly get a response based on the behavior from that so you know that is that is uh how it works here in you know in the you know workflow and same thing you can do with the manual workflow so the manual flow is also very very you know uh very very thin say you want to close a ticket the customer is happy uh okay customers so the customer is happy he told that okay the problem solved so what you have to do maybe add one you can you can actually just close the ticket but that's not helpful what you can do you can that i hope your issue is resolved okay closing the ticket ticket here feel free to rip on the ticket so you don't have to write every time like this or maybe you can actually write something like okay you can you know see my youtube videos you can purchase another course you can write a review for me like that yeah and do that then you can actually close your ticket maybe add a tag whatever you want you can actually get a workflow then say that closing ticket then say i want to close a ticket okay so so this is the ticket that i want to close okay uh so say that i want to close this so here is the workflow i can so i can see all the workflows here the manual of workflows okay so the you know you could tick it uh so closing ticket so you can see so it will close the ticket it will after feature requested not this i think so i think it closed okay i think uh i messed up that whatever so kind of the close ticket it will do this thing and run the workflow it will automatically you know so you see here here my response here i hope you're is reserved click it close here you open this and the ticket is closed so with a single single click you can do all your repeating work so it's not actually about you know automating everything okay but you can automate part of the things you you don't have to repeat everything so you know all close is one of our you know biggest feature that we have uh then in the global settings you have all the settings like that uh in the support portal which page will support portal will show okay uh what message they will they will see and we also have built-in login form you know sign up form but if you want to add use your own you know login or sign up form shortcut you can also use that then do you want which type of file you can want to accept in your form okay and then how if you want to you know what will the maximum size of the your file then the ticket says yeah ticket tags then we have you know ticket form config you can you know you can do all the things that you want another thing we have that is the knowledge that okay so how is this work so when someone actually you know try to submit a ticket to you then you can actually query their submit so someone is typing like uh installing how to install friends crm yes okay so what we can do that we can actually connect that to your custom post type so it's a dock attachment or post so i i can select the post here and then i want to see pipe so let's just save that okay and let me show you in real time uh not this i think uh this one okay so this is that how the customer portal look like okay and if you are a woocommerce customer too you will also have the support here okay the support they can also access to the support from the woocommerce you can disable that uh by the way but if you want to show the same support you know support thing here you can do that so if i want to create a new ticket here say like hello so it will suggestion or suggested article so i i have the post integrated and it will show the custom post type of post or articles for your faq or your documentation from here and suggested articles so maybe i think most of the for us most of the our customers feel when we start typing stuff that we suggest the relevant articles and they don't have to actually send the support again because most of the most of our queries are something like that okay i purchased plain forms how can i install okay installing for when prompts okay downloading so if you have this knowledge base as a post or custom post type you can integrate those and they can actually see this thing right this is fantastic okay i mean i know uh we've covered quite a lot here and i am going to do a complete tutorial on how to set everything all up now i know we are running out of time now my next question now which i think is very very important is in terms of pricing right how does this compare with uh other services out there whether it's sas or whether it's wordpress plugins yeah so say you have so there has two type of i i will give two example of your pricing okay okay so i i call this companies as like say you know growth taxing okay so like when your business will grow they will touch you more and more right so that's that's the problem because uh you know my maybe my uh income is i want to expand my business but they are now they want to charge me more for an example so one of the popular safe solution is actually healthy scout so they charge like their lowest plan i think that is like 30 per month per agent so if you have like three agent it will cost you like 90 to 100 dollar per month so that is like 1 000 per year for your support only for three agent okay only for three agents and that's how whatever is the price yeah that's health is called gender is more costly so all the fast solution those are really really very costly even they are not integrated to your site they are not integrated yes that's true yeah that's true so what we we are you know we are doing here actually we don't actually have to charge you for your growth okay because you are installing to your site we don't have any additional cost cost actually for the software we are building the software we are selling to you okay so we don't you know so everything in this in the package is unlimited you can manage unlimited tickets unlimited support agent unlimited you know customers whatever you want uh so you know we made it we really made it very affordable for the you know for everyone for every people actually so our you know the entry point for the single side so if you have only one site you want to use the support system it's only 99 bucks okay and this is for lifetime you don't have to renew renew this okay so if you have like if you are a big agency you you want like say you you are you create site for your customers and you also need support system so most of our customers is like that so what they are doing actually now they are purchasing the 50 size license that is 5.99 right now okay that is also on time fee so what they are doing actually they are purchasing the you know highest level the 50 sites license and they want to actually give that you know license uh uh system set up to their customers and they want to start monthly or something like that if it's another you know recurring revenue for the agencies who actually design websites uh for their customers because they are adding value to their system uh to their business so yeah that's the pricing actually and we have also have the five set license that is 2.99 uh and i think uh so this is and uh i i can't you know guarantee it but most probably i think i'm 90 percent you know confirm about it that you know when we launched a fluent crm uh so that was also i think the similar pricing and after that our annual pricing was currently it's like 129 per year i think the the annual pricing of frame support will be similar similar like that because after this we will go to the and go to the i think annual model because as a business we have to go we have to you know make recurring revenue to support this product to support our business so if you see this video now uh i i would recommend you know take a look and see if that fits if that fits uh you know grab a license uh any license that you want uh and if you use any of our products like friendship and platforms you see how responsive we are how you know how we build features how we support our products yes so yeah so that's the pricing of you know support i'm super excited about that in fact you know what i'm going to install fluent support today like today okay okay so what i'm going to do is once i've installed it i'm going to use it today and see how i'll get on with it and i'm going to do an extensive review because i really like my audience to uh to use this product because this is something that i was suffering from in fact uh for my subscribers i'm sure uh some of them may know that it may take me a uh like longer to respond because it takes me so much time to try and do all these responses especially using intercom but with this system now i can see all the benefits of uh yeah how this can make things easier for me and secondly is the pricing i love the pricing and uh in the description below i'll have the special link to get the uh limited um lifetime license so please use that in the video description below but anyway jewel thank you so much for um for having for coming to the show i know you've covered quite a lot here but i'm really excited about the product and i wish you all the best as well thank you thank you max and thank you guys for you know watching this video excellent thank you

Channel: MAK

Views: 469

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: xMGOX90m5HQ

Length: 43min 21sec (2601 seconds)

Published: Mon Nov 22 2021