It’s more than just managing queries or sending emails—it’s about creating a cohesive, seamless experience that makes customers feel valued at every touchpoint.

The process involves several moving parts: sales teams, support agents, marketing execs, and even product developers. All these elements need to come together with a shared goal— ideally that of delighting the customer. 

To coordinate this dance of complexity, businesses need the right tools. This is where Customer Relationship Management (CRM) software and help desk systems come into play.

Integrating them is a great first step, but it takes more than just having these tools. 

Think of it like having the best ingredients for a recipe but not knowing how to cook. Without a well-thought-out approach, even the most sophisticated tools can fall short.

Building customer relations is a long game—it takes time, effort, and a dedicated mindset that prioritizes customer experience. 

From the first interaction with a potential lead to resolving an issue for a loyal customer, every interaction counts. Especially when a single misstep can damage your customers’ trust. 

What is a help desk?

In broad terms, a help desk is any tool that lets you keep track of your customer service and support interactions. Ideally, it contains the history of your previous conversations, and a dedicated system to track ongoing conversations.

In its basicest form, even a simple email inbox can function as a help desk. But, as all things business, a dedicated solution is always better. So, when it comes to customer support, an integrated help desk is the go-to for most serious businesses.

What is a CRM?

CRM or customer relation management refers to both the department and the tools. Basically any platform you use to track customer relations and engagements with your business is a CRM.

CRM’s are actually one of the oldest tech solutions that businesses have adopted into their stack. Over the years the systems have made miles of progress, taking the scope of CRM to new heights.

Why integrate help desk and CRM?

Not to understate or anything, but integrating a help desk and CRM brings 4 major benefits for your business. 

Engaged relationships 

Engagement is the currency in this digital world. Taking someone’s money is not enough. You need their attention too!

Customers willingly engage with businesses that they support or prefer. So, when a customer is open to that, it’s your job to nurture that enthusiasm. 

Integrated CRM and Help Desks can make this easier. Simply by bringing all your interactions, including presales, post-purchase service and intermediate onboarding in one place.

This helps you plan out your engagement efforts and keep the customers hooked to your brand.  

Customer Satisfaction

Customer satisfaction isn’t just about selling a good product or service. It takes a lot more.

For starters, it takes attention to detail, empathy and planning. At a minimum. Then there’s speedy support, fast resolutions and meeting and exceeding customer expectations.

All of this is improved by integrating help desks and CRM tools. Being able to track all your interactions will keep you ahead of every customer touch point. So you know exactly what it’ll take to delight a customer to the point of satisfaction.  

Higher retention and less Churn

Satisfaction alone doesn’t mean much unless it fosters loyalty. Loyal customers are much less likely to switch from your business. Loyalty and Satisfaction is the golden standard for increasing retention rates, driving churn down.

Easier analysis

Evaluation is how you make improvements to your business efforts. Customers can interact with your business in so many ways. There’s the email inbox, social media channels, service desk, community forums etc. 

Having all these interactions gathered into a neat integrated system makes it easier to identify where your strategies are performing and where they can do better.

CRM and Help desk integration benefits

For the purpose of this blog, let’s check out how an integrated help desk and CRM augment your workflow. Integrating your help desk with a CRM might sound technical, but it’s quite straightforward. Most CRMs either have built-in support desks or offer easy integrations with third-party help desk tools. In this article, we’ll focus on how Fluent Support works with FluentCRM, a powerful marketing automation tool, to streamline customer management.

A unified view for customer profiles

One of the biggest advantages of linking Fluent Support with FluentCRM is the ability to access complete customer profiles in one place. Each customer has a dedicated profile in FluentCRM that holds all their data, from basic details to  email campaigns and ticket history from Fluent Support.

This means that sales or support teams can simply log into FluentCRM and see everything they need to know about a customer, without switching tools. 

Every ticket a customer creates gets automatically logged in their FluentCRM profile. So, your sales or service reps can view past support tickets directly from FluentCRM without needing to access the support desk. This feature is especially effective if you prefer to keep teams separated yet still want them to have access to crucial information.

Similarly, Fluent Support displays basic customer information directly within each ticket. This data is pulled from FluentCRM profiles, so support agents can see details like tags or lists associated with a contact. This helps them understand who they are dealing with right away.

Automatic tagging and lists

Beyond just viewing information, integrating a CRM and help desk brings more advanced benefits, like automated tagging. FluentCRM uses tags and lists, along with dynamic segments, to categorize and target customers based on specific criteria. This is essential for managing thousands of customer profiles.

Fluent Support enhances this capability by allowing you to tag customers directly from within the support platform. For instance, with Fluent Support’s workflows, you can automatically add tags to customer profiles in FluentCRM based on ticket actions.

Triggering marketing automation

The biggest advantage of combining your help desk and CRM is the ability to run marketing automations based on actions in your help desk. Let’s see how this works with an example.

Imagine you’ve just resolved a customer’s query, and now you want to follow up with them for feedback. Using FluentCRM’s automation features, you can send a follow-up email automatically.

With these automations in place, following up on customer interactions becomes effortless. You can ensure that customers receive timely feedback requests, boosting their engagement and satisfaction.

Integrating other popular CRMs

It’s very much possible that your CRM/Help Desk doesn’t have a spectacular integration like Fluent Support and FluentCRM. But that doesn’t mean you have to get stuck. There’s tons of connector platforms that make these connections possible for businesses of all sizes. 

For this article, we’ll use SureTriggers as a connector to integrate Fluent Support with one of the most popular CRM’s on WordPress, Jetpack CRM.

Jetpack CRM offers a powerful WordPress-based CRM solution, and combining it with Fluent Support creates a comprehensive customer management and support system within WordPress. This integration is ideal for businesses already using WordPress for both their website and CRM.

Benefits of Integrating Fluent Support with Jetpack CRM

Centralized Customer Data 

Based on actions in Fluent Support, you can update your customer profiles in Jetpack CRM. Similarly, you can create tickets and customer profiles in Fluent Support based on events in Jetpack CRM. Allowing you to always keep your systems in sync.

Automated Task Management 

Support tickets can be created automatically from customer activities within Jetpack CRM, such as creating companies, contacts and removing transactions and quotes. This automation reduces the need for manual input, saving time for your support team.

Improved Customer Experience 

By triggering functions in both platforms from each other’s events lets you focus on the overall customer experience, and how each tool helps in building that experience.

Use Cases 

Available Triggers

Example #1

An e-commerce store using Jetpack CRM can sync customer profiles with Fluent Support. If a customer creates a quote, removes transactions or goes through specific events, the Fluent Support profile is updated. 

For WordPress users, combining Jetpack CRM and Fluent Support creates a unified platform for managing customers and providing top-notch support.

Example #2

A digital marketing agency uses Jetpack CRM to manage client quotes, contacts, and invoices. When a client accepts a quote, the agency needs to quickly create a support ticket to initiate onboarding or answer any initial questions. The team also needs a customer profile in Fluent Support to keep track of support interactions. SureTriggers is configured to automate this process by creating a Fluent Support ticket and a customer profile once a quote is accepted in Jetpack CRM.

Trigger: Quote Accepted in Jetpack CRM

The workflow starts as soon as a quote is marked as “accepted” in Jetpack CRM. First, SureTriggers checks if the customer who accepted the quote exists in Fluent Support.

If not, it automatically creates a new customer profile using the contact details from Jetpack CRM, like the client’s name, email, and company information. After creating the customer profile, SureTriggers opens a support ticket in Fluent Support.

The ticket includes details such as the customer’s name, the quote ID, and any relevant comments or requirements noted in Jetpack CRM during the quote acceptance.

A default message can be added, e.g., “Welcome to [Company]! This ticket has been created to help you get started with onboarding or answer any questions regarding the services you’ve requested.”

This setup saves the agency time and prevents missed onboarding requests. As soon as a quote is accepted in Jetpack CRM, the client’s profile and initial support ticket are instantly available in Fluent Support, ensuring a seamless, quick, and organized response for new clients.

Wrapping Up

Integrating Jetpack CRM and Fluent Support through SureTriggers transforms your customer management and support processes into a seamless, streamlined experience. By automatically creating support tickets and profiles the moment a client takes an action, you ensure that every new customer gets the attention they deserve, without any delay. 

This not only saves your team valuable time but also enhances customer satisfaction from day one. Start leveraging SureTriggers to automate and elevate your support workflow, so you can focus on what truly matters—building lasting relationships and growing your business.

The post Integrate Help Desk and CRM: Guide with Steps appeared first on Fluent Support.

The pitfall is that many service teams and managers still hold on to these myths like gospel. It’s high time to put these myths to bed and begin an era of customer service based in reality.

I have to admit, customer service myths, although easily found in office break rooms and board meetings, are difficult to find written down.

So in an offer to provide valid context we’ll examine the factual notions that gave birth to these myths and find the reality in them.

Let’s check out the myths and what we can do to change them.

10 Popular Myths in Customer Service

• Low service requests is a “good thing”
• Price over service
• “Speed” is all that matters
• Marketing >> Customer Service
• “Satisfied” customers don’t churn
• All customers are the “same”
• Surveys are “all” you need
• Customers “only” want to talk to real humans
• Jargon gives you “authenticity”
• AI will “replace” humans

Now let’s check out how they started and if they’re true. 

Low service requests is a “good thing”

This myth started from a pretty harmless notion if you think about it. You’ve set up your service system, and welcome customer queries. So, if the issues aren’t coming in, it must mean customers are satisfied with your offering. Or, there may not be any issues to seek help with.

In reality this sort of thinking is naive to say the least. First thing to understand here is, no product/service on earth is 100% effective. 

Similarly, not all customers are on the same level. So, considering you have a significant customer base, it’s statistically impossible for all your customers to have a unanimous reaction towards your product.

If you aren’t getting queries it’s more likely that your service process simply isn’t effective enough for customers to bother. In which case you ought to find where your customer service is lacking, instead of celebrating zero service interactions.

Price over service

There used to be a time when pricing was the differentiating factor for businesses. Offering something cheaper than the competitor always requires risks and innovation to make it feasible.

But more and more this edge is getting blunt down by remarkable customer service. Instead of treating it as just another business function, Customer Service is now a feature.

And businesses that follow this are doing it for the right reasons too. Just take a look at what Business Wire says about it.

“In a stronger economic environment, seven in ten Americans (70%) are willing to spend an average of 13% more with companies they believe provide excellent customer service.”

Taking this into account, it’s obvious customers will put service above pricing and that’s reason enough to put this myth to rest. 

Speed is all that matters

Don’t get us wrong here. Speed is a crucial factor when it comes to offering stellar service. But it’s by no means the only thing that matters.

The pitfall of believing speed is all it takes is that service teams end up devaluing customer emotions. 

It’s a bit complex from a theoretical POV. Being fast and being empathetic are sometimes conflicting positions to be in. And within that complexity lies the solution to this myth.

It’s not just speed, it’s not just empathy. It’s a mix of both. Do it fast, sure, but do it with empathy as well.

Consider an extreme case where you run a funeral service or any kind of event management. Yes, being fast is crucial. However, you also have to consider the emotional state of the customer as well. A grieving customer will appreciate a calm and humane response over technical speak. It’s just how humans are, full of emotions and passion.

Marketing >> Customer Service

Investing in marketing is something the C-suite tends to value more than customer service. This belief stems from the flawed notion that customer service is a cost center.

Well, the fact that customers value service over price makes this notion obsolete to say the least. The truth is customer service is the retention center for your business. 

Another fact to consider here is that acquiring new customers (primarily a marketing objective) costs 5-25x more than retaining customers (a service objective). Although the source of this stat is debatable, the key thing to remember here is your niche.

Some niches will have a lower cost ration for retention and acquisition. So in reality, investing in customer service is equivalent or at least on par with spending 5x more in marketing depending on the sector.

However, investing in customer service will provide equitable returns regardless of niche or industry.

Satisfied customers don’t churn

This is a horror story right out of our fellow Customer Success teams day. Customer Success works to enable customers to get the highest value from using a product or service.

They’re usually the ones responsible for post-sales care and onboarding. Customers usually get a success score that signifies their reliance on the product.

The nightmare is that customers, with seemingly high success scores, still churn.

Holding on to this, if you consider satisfaction with service as a metric to measure churn probability, you’re in for a big surprise.

Even with high satisfaction ratings a customer can still churn. There’s no prefixed indicator that can alert you beforehand. You know about it only when it’s too late.

Just looking at satisfaction scores isn’t nearly enough. You have to follow-up and offer incentives actively, to reduce the probability of churn.

All customers are the same

This is probably one of the most dangerous myths to trust. There are no businesses that cater to only one kind of person. Whenever you’re developing a marketing campaign the TG profile is the first thing to look at.

I haven’t heard of any marketing team only working with 1 kind of target profile. It’s usually a few profiles based on key identifying factors.

Even there it’s not a hundred percent accurate. Every customer is an individual with their own aspirations and expectations. It’s hard to find consensus even among the same TG profile.

Customer service teams need to embrace this fact. While understanding the buyer’s profile is great, it’s not wise to lock into one sort of profile and expect every customer to be the same as you are hoping for. Treating each interaction on it’s own facts is the wiser call

Surveys are all you need

Customer service teams live for the random survey. The survey metrics are the real evaluation for their efforts. Or so they believe.

Surveys, while important, rarely show the clear picture. There’s a bunch of well researched reasons as to why. For instance,

Instead, to get the real picture, it’s better to hold customer interviews and community webinars. This provides customers the opportunity to voice their concerns, without making it feel routine and impersonal.

Customer emotions are a key factor for establishing a sustainable relationship. They are a key part of their outlook of your business. Satisfaction surveys fail at capturing this valuable take.

Customers “only” want to talk to real humans

The ongoing obsession with creating chatbots that mimic human conversation indicates that while people value human interaction, their views on chatbot support are more nuanced. 

Research such as a Salesforce-commissioned study iterates that “58% of customers say emerging technologies like chatbots and voice assistants are changing their expectations of companies.” 

Obviously, many users prefer instant chatbot responses over waiting for a human agent, but they also want easy access to a human if needed. 

Chatbots are seen as innovative and useful for basic tasks, though they should never pretend to be human. Users appreciate the speed and convenience of chatbots, but also recognize their limitations. 

A similar notion thrives about self-service as well. Customers prefer to DIY more than you might think. Offering easy-to-access resources for self-service can go a long way in achieving customer satisfaction.

Jargon gives you “authenticity”

Customer service does often take the technical route. It’s a dubious position for customer service agents. Mainly because, they can never be sure of the technical competence of a customer.

Some might be power users while others might just be your grandmas. You can never know, even grandma might know more than meets the eye. 

So how do you communicate with customers of varying expertise?

Many agents think regurgitating technical jargon makes the conversation more authentic and elicits trust in the customer.

Nothing could be far from the truth. As a service agent the first thing is to be a good communicator. Using tech-heavy jargon defeats that purpose.

The only thing that shows authenticity is clear communication. Assess the customer’s expertise and only communicate as much as is relevant. Let the pros’ handle the technical stuff.

AI will “replace” humans

Artificial intelligence has undoubtedly revolutionized customer support, no one’s denying that. Despite this advancement, the notion that AI will completely replace human agents is misguided, to put it mildly. 

While AI can handle basic inquiries and offer quick, scalable solutions, it falls short in replicating the nuanced skills required for effective human interaction—such as understanding context, detecting emotions, and adapting to unique situations. These aspects of customer service are crucial and often difficult to automate.

Moreover, the reality is that customers still value and often prefer human interaction, especially when dealing with more complex or sensitive issues. 

Studies have shown that while AI can augment the customer service process, it works best in tandem with human agents, rather than as a replacement. 

The future of customer service lies in a collaborative approach where AI handles the repetitive, straightforward tasks, freeing up human agents to deliver the empathy and personalized support that only they can provide. 

Wrapping Up

Customer service is a game of empathy, communication and priority. But more importantly it’s more than just a business function. It’s at the core of what sets you apart from the competition.

Be rid of these customer service myths that make customer service sloppy, and follow the path of factual decision-making. At the end of the day, while it’s not an exact science, data can help you more than any so-called “rule of thumb”.

Until next time, happy serving!

The post 10 Customer Service Myths: Busted appeared first on Fluent Support.

Why Integrate Fluent Support with HubSpot CRM?

While Fluent Support directly integrates with many tools, HubSpot CRM isn’t one of them. Before diving into the integration process, let’s explore the benefits of connecting your CRM with a Helpdesk:

Centralized Customer Data

Combining Fluent Support and HubSpot CRM ensures that all customer interactions and data are stored in one place. This centralization makes it easier to track customer history, preferences, and interactions.

Improved Customer Experience 

By integrating these platforms, support agents can access support data in the CRM, providing more personalized and efficient support.

Enhanced Marketing Efforts 

Syncing support data with HubSpot CRM allows marketing teams to segment and target customers more effectively, using insights from support interactions to inform campaigns.

Automated Workflows 

SureTriggers can automate various tasks, such as creating new CRM contacts from support tickets or updating existing records with new information, saving time and reducing manual work.

Step-by-Step Guide to HubSpot CRM integration

Before you begin the integration process, ensure that both Fluent Support and HubSpot CRM are properly set up and configured.

Step 1: Set Up Fluent Support and HubSpot CRM

Install Fluent Support 

Installing Fluent Support is as simple as searching in your WordPress dashboard or downloading it directly from the WordPress repository. Configuring means setting up a business inbox and adding agents. You can get started with solving tickets within 5 minutes.

Set Up HubSpot CRM 

If you haven’t already, sign up for a HubSpot account and set up your CRM. Customize your CRM settings, create pipelines, and add any necessary custom fields to track support-related information.

Note: If you’re planning to use HubSpot CRM for service then Fluent Support integration might not be as essential. However, if you want your customer data to remain in your control (like hosting it on your own server space), Fluent Support is the best option there is. 

Step 2: Sign Up for SureTriggers

SureTriggers is a powerful automation tool that can connect various apps and services. To start using SureTriggers, follow these steps:

Sign Up

Visit the SureTriggers website and sign up for an account. Choose a plan that suits your needs. Or for the purposes of trying out the integration try their free trial.

Explore the Dashboard 

Once signed in, familiarize yourself with the SureTriggers dashboard. This is where you will create and manage your automations (triggers) under the WorkFlows tab.

Step 3: Create a New WorkFlow

With SureTriggers, you can create “triggers” that automate actions between Fluent Support and HubSpot CRM. To be more specific, SureTriggers looks for events in Fluent Support and triggers actions on the HubSpot CRM according to the triggers. 

Here’s how to create a new trigger:

Start a New Workflow

On the WorkFlow tab, click on the “Add Workflow” button. 

Select Fluent Support as the Trigger App 

Choose Fluent Support from the list of available apps. 

Choose a Trigger Event 

Select the event that will start the automation. For example, you might choose “New Ticket Created” as the trigger event.

Step 4: Connect HubSpot CRM

Next, you need to connect HubSpot CRM to SureTriggers and define the actions that will occur when the trigger event happens in Fluent Support.

Add an Action 

After setting up the trigger, click on “Add Action” to specify what should happen in HubSpot CRM when the trigger event occurs.

Select HubSpot CRM as the Action App

Choose HubSpot CRM from the list of available apps. 

Choose an Action Event 

Select the action you want to occur in HubSpot CRM. Common actions include “Create Contact,” “Update Contact,” or “Add Note to Contact.”

Map Data Fields 

Map the data fields from Fluent Support to HubSpot CRM. For example, you can map the customer’s email address, name, and ticket details from Fluent Support to the corresponding fields in HubSpot CRM.

Save and Test the Trigger 

Once you have configured the action, save the trigger. SureTriggers will provide an option to test the trigger to ensure it works correctly. Perform a test to verify that the data is being transferred accurately between Fluent Support and HubSpot CRM.

Step 5: Activate the HubSpot Integration

After testing the trigger and confirming that it works as expected, change status to live. SureTriggers will now automatically perform the defined actions whenever the specified trigger event occurs in Fluent Support.

Activate the Trigger 

Go to the SureTriggers dashboard and activate the trigger. Ensure that it is set to run continuously or according to your preferred schedule.

Monitor and Refine

Monitor the trigger to ensure it is working smoothly. Check the SureTriggers dashboard for any errors or issues. Refine the trigger conditions and actions as needed to optimize the integration.

Advanced Tips for Fluent Support and HubSpot CRM Integration

• Use Custom Fields: Utilize custom fields in both Fluent Support and HubSpot CRM to capture and transfer specific information that is important to your business processes.
• Automate Follow-Ups: Create triggers that automate follow-up tasks, such as sending thank-you emails or scheduling follow-up calls in HubSpot CRM based on ticket resolution status in Fluent Support.
• Leverage Segmentation: Use the data from Fluent Support to segment your customers in HubSpot CRM. This allows for more targeted marketing and personalized support experiences.
• Integrate with Other Tools: SureTriggers can connect Fluent Support and HubSpot CRM with other tools in your tech stack, such as email marketing platforms, project management software, and more. Explore additional integrations to further streamline your workflows.
• Analyze and Report: Regularly analyze the data collected from both platforms to gain insights into customer behavior, support performance, and marketing effectiveness. Use these insights to make data-driven decisions and improve your overall operations.

Wrapping Up

Integrating HubSpot CRM with Fluent Support using SureTriggers can significantly enhance your customer support and marketing capabilities. By automating data transfer and streamlining workflows, you can provide better customer experiences, improve efficiency, and gain valuable insights.

With the right setup, you can unlock the full potential of your customer support and CRM systems, driving growth and customer satisfaction.

The post Fluent Support: HubSpot CRM Integration appeared first on Fluent Support.

Welcome the newest addition to the Fluent Family! Here’s all you need to get started with FluentBoards and manage your projects with finesse.

What is FluentBoards?

FluentBoards is a task management tool that operates within your WordPress setup. It uses a Kanban board interface, which is a highly visual and effective way to manage tasks. Kanban boards display tasks as cards that move through different stages of completion, from “To Do” to “Done”. This visual representation helps teams see the status of various tasks at a glance and keep track of project progress.

Key features of FluentBoards

FluentBoards is a robust task management tool designed to streamline your workflow and enhance team collaboration within your WordPress environment. Let’s explore the standout features that make FluentBoards an essential addition to your task management toolkit.

Visual task management

FluentBoards uses a Kanban board interface, which offers a highly visual way to manage tasks. Tasks are displayed as cards that move through different stages of completion, from “To Do” to “Done”. 

Drag and Drop

You can easily move tasks between different stages by dragging and dropping them. This intuitive feature makes it simple to update task statuses and keep your board organized.

Customizable stages 

The Kanban board stages can be customized to fit your specific workflow. Whether you have three stages or ten, you can tailor the board to reflect the unique processes of your team.

Traditional task management

For those who prefer a more traditional approach, FluentBoards also offers a listview. This view presents tasks in a linear format, making it easy to see all tasks in a straightforward, no-frills layout.

Task grouping 

In list view, tasks can be grouped by various criteria such as due date, priority, or assignee. This flexibility allows you to organize tasks in a way that makes the most sense for your workflow.

Quick task creation

Creating tasks in FluentBoards is quick and easy. You can add new tasks directly from the board or list view, providing all the necessary details like title, description, due date, and priority.

Detailed task descriptions 

Each task card can include detailed descriptions, checklists, attachments, and comments. This ensures that all relevant information is available in one place, making it easier for team members to understand and complete the task.

Subtasks 

Break down complex tasks into smaller, manageable subtasks. This feature helps in organizing work and ensuring that every aspect of a task is addressed.

Assign Tasks to team members

You can assign tasks to specific team members, ensuring that everyone knows their responsibilities. This clarity helps in distributing workload effectively and preventing overlap.

Comments and Mentions 

Team members can add comments to tasks, facilitating better communication and collaboration. The mention feature allows you to tag team members in comments, ensuring that important updates and questions are directed to the right people.

Notifications 

FluentBoards includes notifications to keep everyone informed about task updates, comments, and changes in status. This ensures that team members stay updated on their tasks without having to constantly check the board.

Custom labels 

Create custom labels to categorize tasks based on various criteria such as priority, project, or department. Labels help in organizing tasks and making it easier to find and filter them later.

Advanced filtering 

Use advanced filtering options to quickly locate tasks. You can filter tasks by labels, due dates, assignees, and more. This feature is particularly useful for large projects with numerous tasks.

Set deadlines

Assign deadlines to tasks to ensure timely completion. The deadline feature helps in maintaining a sense of urgency and accountability within the team.

Priority levels

Mark tasks with different priority levels to indicate their importance. This helps team members focus on high-priority tasks first, ensuring that critical issues are addressed promptly.

Customizable board backgrounds

FluentBoards allows you to customize the background of your boards. So you can make FluentBoards into “your” boards. You can choose from various colors and images, or upload your own, to create a visually appealing and motivating workspace.

Monitor task progress

Track the progress of tasks through different stages using the Kanban or list view. This feature provides a clear overview of what’s being worked on, what’s pending, and what’s completed.

Performance analytics

FluentBoards includes tools for analyzing task performance and team productivity. You can generate reports to see how tasks are progressing, identify bottlenecks, and understand workload distribution. This data-driven approach helps in making informed decisions to improve efficiency.

Seamless Integration with Fluent Support

Like the rest of the Fluent products (Fluent Forms, FluentCRM), FluentBoards integrates automatically with Fluent Support. No need for configuration or setup. Simply having Fluent Support and FluentBoards installed is all it takes to start your support task management. What you can do with it will simply blow your mind.

Convert Tickets to Tasks 

One of the standout features of FluentBoards is its integration with Fluent Support. Support tickets can be converted directly into tasks on FluentBoards, ensuring that customer issues are systematically tracked and resolved.

Linked customer details

If the ticket opener is a FluentCRM user, their details are automatically linked to the task. This integration provides team members with all the necessary context to address support issues effectively.

Managing tasks in FluentBoards

Once a task is created, managing it in FluentBoards is a breeze. Here’s what you can do:

Assign team members: You can assign the task to specific team members, ensuring that the right person is handling the right job.

Set priorities: You can set the priority of the task to highlight its importance.

Add labels: Use labels to categorize tasks, making it easier to sort and filter them later.

Track progress: Use the Kanban or list view to track the progress of tasks. This visual representation helps in quickly identifying which tasks are in progress, which are completed, and which are pending.

Integrating FluentBoards with Fluent Support

The integration of FluentBoards with Fluent Support takes task management to the next level by allowing you to convert support tickets directly into tasks on your FluentBoards. This seamless transition helps in maintaining an organized workflow, where every support query can be tracked and managed systematically.

Creating tasks from support tickets

Converting a support ticket into a task on FluentBoards is a simple and straightforward process. Follow these steps:

• Open a support ticket: Go to the specific support ticket in Fluent Support that you want to convert into a task.
• Access the menu: Click on the three-dot menu located at the top right corner of the ticket.
• Add task to FluentBoards: From the dropdown menu, select “Add Task to FluentBoards”. This action will automatically create a task in FluentBoards. The subject of the ticket becomes the task title, and the ticket’s description becomes the task details.
• Choose the board and stage: You can then choose the Board where the task will be added, the Stage it should be in (like “To Do”, “In Progress”, or “Done”), and the Date for the task.

This process ensures that every support ticket can be turned into a manageable task, adding structure to your workflow.

Benefits of FluentBoards and Fluent Support Integration

Effortless conversion of Tickets to Tasks

One of the primary advantages of this integration is the seamless conversion of support tickets into manageable tasks. Instead of manually copying ticket details into a task management system, you can now automatically create tasks with just a few clicks. This not only saves time but also reduces the risk of errors during data transfer.

Centralized management

With this integration, your support tickets and tasks are managed within the same WordPress environment. This centralization means you don’t have to switch between multiple tools to keep track of support issues and related tasks. Everything is accessible from your WordPress dashboard, making it easier to maintain an organized and streamlined workflow.

Automated updates

Tasks created from support tickets can be automatically updated as the ticket progresses. This automation ensures that the task details are always current, reflecting the latest status and any additional information added to the ticket. It reduces the need for manual updates and ensures that everyone is on the same page.

Unified team communication

The integration fosters better communication among team members. When a support ticket is converted into a task, it becomes visible to all relevant team members. This visibility ensures that everyone involved is aware of the task and can contribute to resolving the issue.

Clear assignment of responsibilities

With the ability to assign tasks to specific team members, the integration helps in clearly defining who is responsible for what. This clarity prevents confusion and ensures that tasks are handled by the right people. Team members can see their assignments and prioritize their workload accordingly.

Shared progress tracking

Using FluentBoards’ Kanban or list view, team members can track the progress of tasks in real-time. This shared visibility into the task status allows for better coordination and collaboration. Team members can see which tasks are in progress, which are pending, and which are completed, making it easier to manage workloads and deadlines.

Integrated customer details

If the ticket opener is a FluentCRM user, their details are linked to the task. This integration provides team members with easy access to customer information, ensuring that they have all the necessary context to address the support issue effectively. It facilitates more personalized and informed interactions with customers.

Wrapping Up

The integration of FluentBoards with Fluent Support is a game-changer for businesses using WordPress. It brings together the best of task management and customer support, ensuring that every support ticket is tracked and resolved efficiently. By converting tickets into tasks, assigning team members, setting priorities, and tracking progress, this integration helps teams collaborate better and stay organized.

So, if you’re looking to enhance your workflow, improve collaboration, and dynamically manage tasks within your WordPress environment, the FluentBoards and Fluent Support integration is your go-to solution. Start using it today and see the difference it can make in your support system!

The post WordPress Project Management: FluentBoards appeared first on Fluent Support.

According to Microsoft’s study, 56% of respondents, drop a business after just 1 bad service experience. So it’s not something you can overlook.

But here’s the kicker—achieving exceptional customer service isn’t just about fancy tech and streamlined processes. It all boils down to your frontline support heroes—the ones who make it happen.

Understanding the Agent Efficiency paradigm

Getting agents to work smarter, not harder, isn’t just about fancy tech upgrades. Research keeps telling us the same thing: customers get ticked off when they’re stuck dealing with slow and inefficient support reps, even if you’ve got all the bells and whistles like IVR systems and chatbots.

So, what’s the real issue here? It’s all about how much time agents waste hunting down the right info to help out customers. That’s why you need to switch things up. Let’s focus on making knowledge management a breeze, so your agents can do their thing without all the hassle.

It’s all about how efficiently your agent handles tasks and helps customers out. We’ll also dive into what exactly makes up agent productivity, but first, let’s take a look at something called the Agent Efficiency Pyramid.

The Agent Efficiency Pyramid

To navigate the complexities of improving agent efficiency, imagine a pyramid structure that gradually increases productivity as you reach the top. At its base lie fundamental knowledge management principles and workflow policies, which serve as the bedrock for what comes later. These principles put a lot of focus on consolidating knowledge into a centralized repository and streamlining processes for scale.

Imagine a pyramid that shows us how to make agents work better. Picture it like this: at the bottom, you’ve got the basic stuff—the core ideas that set the stage for everything else. We’re talking about policies like putting all our knowledge in one easy-to-find place, cutting out pointless searches, and making sure everyone is on the same page about the workflow. That’s where it all starts.

Download the full eBook guide on “How to build a customer support team”. This eBook has additional resources for further study.

The form can be filled in the actual website url.

How do you measure productivity in service?

Measuring productivity in service-based industries, such as customer support, involves assessing the efficiency and effectiveness of various operational processes and activities. Here are some key metrics and approaches commonly used to measure productivity in service:

Service level

Service level measures the percentage of calls answered within a specific time frame, typically expressed as a percentage. For example, a service level of 80/20 means that 80% of calls are answered within 20 seconds. This metric indicates the responsiveness of the service operation.

Average handling time (AHT) 

AHT represents the average duration of a customer interaction, including the time spent on the call or interaction and any related after-call work. Lower average handling time values generally indicate higher productivity, as agents can handle more inquiries within a given time period.

First contact resolution (FCR)

FCR measures the percentage of customer inquiries or issues resolved during the initial contact with the service provider, without the need for further follow-up or escalation. Higher FCR rates indicate greater efficiency and effectiveness in resolving customer concerns.

Contact volume

Contact volume refers to the total number of customer interactions received by the service operation within a specific period, such as calls, emails, or chat sessions. Analyzing contact volume trends helps assess workload and resource requirements.

Occupancy rate

Occupancy rate measures the percentage of time that agents spend actively engaged in handling customer interactions or performing related tasks, such as documentation or training. Higher occupancy rates suggest efficient utilization of agent capacity.

Utilization rate

Utilization rate measures the percentage of time that agents spend in productive work activities relative to their total available working time. This metric considers both active engagement with customer inquiries and non-contact-related tasks.

Customer satisfaction (CSAT) score

CSAT score reflects customers’ satisfaction level with the service quality and their overall satisfaction with the support received. It is often assessed through post-interaction surveys or customer feedback surveys. Higher CSAT scores indicate better service outcomes and customer experiences.

Net promoter score (NPS)

Net promoter score measures customers’ likelihood to recommend the service or organization to others based on their recent experience. It provides insights into customer loyalty and advocacy, which are key indicators of service quality and long-term business success.

Quality assurance (QA) metrics 

QA metrics assess the quality and accuracy of agent interactions based on predefined criteria, such as adherence to call center scripts, resolution accuracy, and compliance with service standards. Monitoring QA metrics helps maintain service consistency and identify areas for improvement.

Employee satisfaction and engagement

Employee satisfaction and engagement metrics, aka. agent experience, such as employee surveys, turnover rates, and absenteeism levels, indirectly reflects the productivity and effectiveness of service operations. Satisfied and engaged employees are more likely to deliver high-quality service and contribute to positive customer experiences.

Key Strategies for Enhancing Agent Productivity

Improving agent productivity is crucial for contact centers aiming to enhance customer satisfaction and streamline operations. The strategies outlined by various experts provide valuable insights into optimizing workforce management and fostering a positive work environment. We’re going to classify them into broader groups as shown in the pyramid. So, you can implement them as you need to, focusing on different aspects of productivity.

Culture

Culture, in a business setting, comprises the environment of the workplace. However, it’s got nothing to do with the physical environment. Rather, it focuses on the vibes of the company both including and excluding employee behavior and mindset. Here’s what fosters a culture of

Celebrate successful performance

Recognizing and celebrating agents’ achievements fosters a culture of positivity and motivation within the contact center. Regular acknowledgment of agents’ successes reinforces desired behaviors, boosts morale, and cultivates a supportive environment where individuals feel valued and appreciated.

Show management support

Active participation from managers during surges in call volumes demonstrates care and support for frontline agents. By assisting with workload management and providing additional resources during peak periods, managers alleviate stress, boost morale, and foster a sense of camaraderie within the team.

In addition to these traditional methods, many managers now leverage modern tools, such as AI meeting note-takers and other AI platforms, specifically designed to enhance active participation.

Facilitate career development 

Providing opportunities for skill development and career advancement demonstrates investment in agents’ future growth. By offering training programs, mentorship opportunities, and clear pathways for progression, organizations foster a culture of continuous learning and professional development, increasing employee engagement and loyalty.

Prioritize continuous learning

Implementing e-learning programs enables agents to upskill and improve productivity while minimizing time away from customer interactions. By offering self-paced training modules and resources, organizations foster continuous learning, enhance competencies, and adapt to evolving industry trends, ultimately driving better service outcomes.

Encourage regular breaks

Burnout is a real challenge for customer support agents. Allowing agents to take frequent breaks prevents that and maintains productivity levels. By promoting work-life balance and encouraging self-care practices, organizations support employee well-being, reduce stress, and enhance long-term performance and retention.

Support remote work

Allowing agents to work from home promotes flexibility and trust, which can enhance productivity. By providing remote access to systems and resources, organizations accommodate diverse work arrangements, increase employee satisfaction, and attract top talent regardless of location.

Encourage competition

Publicizing individual performance figures incentivizes competition and boosts productivity among agents. By recognizing top performers and fostering a culture of achievement, organizations motivate individuals to excel, drive performance improvements, and deliver exceptional customer service.

Tools

Although it’s in the middle of the pyramid, Tools have the fastest implementation to returns funnel among these categories. Mostly because tools aren’t dependent on modifying human behavior.

Invest in communication tools

Investing in communication tools like contextual intelligence-enabled headsets facilitates real-time collaboration and reduces call handling time. By equipping agents with advanced communication technologies, organizations improve responsiveness, streamline workflows, and enhance service quality, ultimately leading to greater customer satisfaction.

Integrate systems for real-time information

Integrating agent contact management systems with customer records provides agents with personalized service and increases efficiency. By consolidating customer data into a unified interface, organizations empower agents to access relevant information quickly, personalize interactions, and resolve inquiries more effectively.

Measure effectiveness

Combining productivity metrics with customer satisfaction scores identifies top-performing agents and areas for improvement. By evaluating performance holistically, organizations gain insights into agent effectiveness, customer experience, and operational efficiency, enabling targeted interventions and continuous improvement efforts.

Invest in wireless headsets

Untethering agents from their desks with wireless headsets improves mobility and productivity. By enabling agents to move freely and access information on the go, organizations enhance responsiveness, reduce call transfer rates, and improve overall service quality.

Prioritize agent comfort

Choosing comfortable headsets supports productivity and agent satisfaction. But that’s just one part of the things an agent uses throughout the day. By investing in ergonomic designs and lightweight materials, organizations minimize discomfort, reduce fatigue, and create a conducive work environment conducive to focus and productivity.

Optimize IVR usage

Using IVR intelligently streamlines customer interactions and improves efficiency. By collecting relevant information upfront and routing inquiries to the most appropriate agents, organizations reduce handling times, enhance first-contact resolution rates, and improve overall service delivery.

Offer multichannel interactions

Providing opportunities for agents to engage in various types of interactions keeps them motivated and engaged. By diversifying tasks and offering cross-training opportunities, organizations foster skill development, increase versatility, and adapt to evolving customer preferences.

Manage channels in a Universal Queue

Breaking down silos between communication channels enables agents to handle inquiries more effectively. By consolidating interactions into a unified queue, organizations improve visibility, streamline workflows, and deliver consistent service across channels.

Provide instant access to knowledge

Implementing knowledge management tools enables agents to access relevant information quickly, improving efficiency and service quality. By centralizing knowledge resources and providing intuitive search functionalities, organizations empower agents to resolve inquiries more effectively and enhance customer satisfaction.

Provide regular feedback

Listening to calls frequently and providing agents with both positive feedback and constructive criticism supports their development and performance improvement. By offering personalized coaching and development opportunities, organizations foster continuous learning, service skill development, and career growth.

Unify customer information

Centralizing customer data eliminates time wasted searching through multiple systems suh as intergated CRM, improving efficiency and service quality. By providing agents with instant access to comprehensive customer profiles, organizations personalize interactions, anticipate needs, and deliver proactive support.

Utilize Social Media

Monitoring social media mentions prevents overload and improves productivity in managing online interactions. By setting queue limits and prioritizing interactions, organizations streamline social media management, enhance responsiveness, and protect their brand reputation.

Process and Policy

Process and policy form the basis of a productive team. If you’re policies aren’t optimized for efficiency, tools, and culture will mean very little if any. Your policies are the bedrock for more advanced paths to take toward overall efficiency.

Adapt to demand 

Reassigning agents across different interaction types based on demand optimizes resources and ensures efficient handling of customer inquiries. By dynamically allocating agents to address fluctuating workload patterns, organizations can maintain service levels, prevent backlogs, and keep agents engaged in meaningful tasks.

Empower agents

Providing agents with access to their own performance scores enables self-evaluation and continuous improvement. By encouraging agents to monitor their progress and identify areas for development, organizations empower individuals to take ownership of their professional growth, leading to enhanced performance and job satisfaction.

Implement self-service options

Implementing self-service options for simple queries reduces agent workload and improves efficiency. By enabling customers to resolve routine inquiries independently through intuitive interfaces or automated systems, organizations streamline operations, reduce handling times, and enhance overall customer satisfaction.

Implement flexible shift patterns

Offering agents flexibility in scheduling promotes work-life balance and enhances job satisfaction. By accommodating diverse lifestyles and personal commitments, organizations empower agents to manage their time effectively, resulting in higher productivity, lower absenteeism, and improved employee retention.

Involve agents in scheduling 

Increasing agent involvement in scheduling improves adherence and engagement. By allowing agents to participate in shift planning and decision-making processes, organizations promote autonomy, increase job satisfaction, and create a more collaborative work environment.

Maintain occupancy during low-volume periods

Utilizing workforce management solutions ensures agents remain productive during quieter periods. By scheduling non-phone-related tasks or back-office work during troughs in inbound activities, organizations optimize resource utilization, minimize idle time, and maximize productivity.

Implement structured coaching processes

Reviewing agent performance regularly and providing constructive feedback supports development and performance improvement. By offering targeted coaching sessions, organizations address skill gaps, reinforce best practices, and empower agents to excel in their roles.

Simplify processes with unified interfaces

Integrating systems provides agents with a comprehensive view of the customer, streamlining processes and reducing handling time. By centralizing customer data and eliminating the need to navigate multiple systems, organizations improve efficiency, enhance accuracy, and deliver a seamless customer experience.

Wrapping up

When it comes to making agents super productive, you’ve gotta go all in. That means tackling the main problems head-on and making sure your team has all the info they need. When businesses focus on managing knowledge better, they give their support folks the tools they need to knock it out of the park with customers every time. 

And hey, as tech keeps changing, you’ve gotta stay quick on your feet and ready to try out new ways to make agents more productive.

Until next time, happy serving!

The post 25+ ways Increase Service Agent Productivity appeared first on Fluent Support.

So, here’s the scoop: at its core, WordPress is indeed free. The actual software, known as WordPress core, won’t cost you a dime. It’s open-source, which means it’s like the free samples at the grocery store – there for the taking, no strings attached. 

You can download it, use it, tweak it, and customize it to your heart’s content, all without reaching for your wallet.

While WordPress itself is free, setting up and running a website can still come with some hidden costs. I’m tired of “making a house” analogy in this context, so bear with me here.

Right up to launching your website, all you’re really paying for is some space on a hosting server and a domain name. Your free installation of WordPress lives there. 

Here’s where things get interesting: you can actually set up a pretty pro-looking website without breaking the bank. With a bit of savvy and some deliberate use of free and low-cost plugins and themes, you can keep your expenses down while still creating a site that’s both functional and stylish. 

Being thrifty is part of the trade!

In this article, we’re going to break it all down for you. We’ll talk about what you can get for free with WordPress, what might cost you a few bucks, and how to navigate the whole process. 

But, let’s make sure WordPress is really what you need in the first place.

Why use WordPress?

There’s tons of reasons why web developers choose WordPress. But as a website owner, you have to consider the matter a little differently. Here’s the top 5 reasons to actually want your site to WordPress.

WordPress is easy to use for a beginner

WordPress welcomes everyone, regardless of their skill level. The WordPress dashboard is designed with simplicity in mind, making it accessible even to those without a computer engineering background. From installing themes to adding functionality with plugins, it’s all done on a graphical interface, requiring almost no coding.

WordPress supports all media types

Websites are all about attention, and there’s so much you need to hold it effectively on your website. Thankfully, WordPress doesn’t limit your creativity. Whether it’s text, images, or videos, you have the freedom to integrate any media type seamlessly into your website. With such flexibility at your fingertips, your website can be whatever you imagine.

WordPress is secure

WordPress recognizes the need for security and prioritizes the protection of your data and that of your customers. Security in WordPress has a variable aspect to it. One way it keeps your website safe is by diligently updating plugins and the core itself. Additionally, WordPress offers a suite of security features, such as automatic logout for idle users and the option for two-factor authentication, adding to your security.

WordPress is open-source

At the heart of WordPress lies its open-source nature. This means that the source code is freely available for anyone to modify and redistribute, fostering a collaborative environment where individuals can contribute their ideas to enhance the platform. That’s exactly how the developers intended it to be. Something you can use to create your own vision.

WordPress is SEO-friendly

Building a website is just the first step; ensuring its visibility in search engine results is just as important. WordPress shines in this regard, offering a plethora of SEO tools and native capabilities to increase your sites visibility while conveying authenticity to Serps like Google and Bing.

What is WordPress good for?

Now, there’s tons of reasons why you’d need a website. In other words, not all websites serve the same purpose. Here’s a list of purposes WordPress is exceptionally good for.

Hobby or Lifestyle Blogs

WordPress, with its roots deep in the blogging culture, offers features tailored for hobbyists and lifestyle bloggers. It offers the perfect canvas to organize your thoughts with ease using posts, tags, and categories, while engaging with your audience through interactive comments that you can moderate. 

Whether you prefer a sleek magazine layout or a dynamic tiled design, WordPress has themes to suit every taste. Enhance your blog’s functionality by incorporating plugins for social sharing, click-to-tweet, and more.

Professional Portfolios

Using WordPress array of themes designed for professional portfolios are more than capable of showcasing your personal brand with finesse. Utilize the “Pages” feature to craft your homepage, About page, and contact page, while leveraging “Posts” to highlight your portfolio pieces in various formats, from images to videos.

Business Websites

The full potential of WordPress for your business website is in leveraging its robust CMS capabilities and vibrant open-source community. Whether you’re establishing a small startup or managing a thriving enterprise, WordPress offers themes and plugins tailored to your needs. 

Enhance functionality with an array of plugins for SEO optimization, lead generation, analytics, and more, empowering your business to thrive.

E-Commerce Stores

You can even transform your WordPress website into a bustling online store with the help of e-commerce plugins like WooCommerce. Manage products, payments, and shipping effortlessly from the backend, while providing visitors with a seamless shopping experience on the frontend. 

Mobile Applications

User accessibility is another aspect you can cover by converting your WordPress site into a mobile application using specialized plugins. Provide users with a convenient way to access your site’s features on the go, offering a seamless browsing experience that rivals traditional web browsers. 

Membership Sites

Monetizing your content is just as possible by creating exclusive membership sites with WordPress plugins designed for this purpose. Easily manage payments, set up member levels, and monitor signups, empowering you to deliver premium content to your loyal subscribers. Building and managing a thriving membership community has never been easier, allowing you to monetize your efforts and cultivate a dedicated audience.

Can you work on WordPress for free?

Yes! The WordPress software itself is 100% free and open source. Just head over to WordPress.org and download the full, unrestricted WordPress software without spending a penny.

Open-source, by definition, refers to software that’s publicly accessible. WordPress is available through what’s called a General Public License or, GPL for short. GPL ensures the following when it comes to use of software,

Three free aspects of WordPress with potential hidden costs

Let’s delve into the factors that could influence the cost of your WordPress website, beyond just hosting and domain name,

Plugins

When it comes to extending your site’s functionality, plugins are the go-to solution in WordPress. With thousands of free options available on the repository, you’re likely to find what you need without spending a dime. However, if you require more advanced features, premium plugins may be worth considering. 

While many premium versions hover around the $20-30 mark for a yearly license (don’t hold me to this, I know plugins that charge $100+ too), the cost can add up if you rely on multiple premium plugins. Nevertheless, with the abundance of free alternatives, finding the right solution is all.

Themes

Selecting the right theme defines your website’s aesthetic and functionality for the most part. While there’s no shortage of free themes on the official directory, premium themes offer additional functionalities such as advanced page builders and pre-built pages. 

While premium licenses for themes may be pricier than plugins, typically around $60 for a popular theme, the investment often includes automatic updates and developer support. Which are necessary to maintain the security and functioning of your site. Prioritize themes with active communities and regular updates to ensure longevity and compatibility.

Professional Development and Support Services

While proficiency in WordPress can often negate the need for professional services, technical challenges may come up that require expert intervention. Should you encounter such this, hiring a professional developer could cost around $30-75 per hour for custom work. 

While platforms like Upwork may offer lower rates, investing in professional support (in-house or outsourced) ensures timely resolutions. Moreover, consider affordable support services and leverage free online resources for help whenever possible.

Wrapping Up

Yes, WordPress is free. But WordPress does very little to begin with if you’re considering a full-blown business to run on it. You need hosting and domain names to get started. Which start anywhere from $10/year. 

Once you’ve got the site up and running does the real cost balance appear. Depending on your business needs, you’ll need anywhere between 10-20 plugins on your site. Most will be free but some obviously won’t. Pick and choose your plugins effectively and you can keep your costing below $100.

That being said, if you really want to run a business, or monetize in any way it’s better to invest the money instead of the time learning or finding a free solution. But it’s your business, you do you!

Until next time, happy serving!

The post What makes WordPress free (and what doesn’t!) appeared first on Fluent Support.

But what exactly is customer value, and how do businesses create it? For this article, we’ll explore the concept of customer value, its importance, and how you can create it. We’ll also delve into macro strategies for developing customer value and how the value of goods or services is determined.

Customer value definition

Customer value refers to the actual benefits a product or service brings compared to the cost required to obtain it. It’s essentially what customers believe they are getting in return for their money, time, or effort.

For example, imagine you’re in the market for a new smartphone. You might consider factors such as the phone’s features, performance, design, and price. If you believe that a particular smartphone offers the best combination of these factors relative to its cost, then you perceive it to have high value. Conversely, if the features don’t validate the price, you’ll consider it as low-value.

Importance of customer value

Now that we’ve got the basics out of the way. Understanding and developing customer value is crucial for every business. That’s kind of how you set yourself apart from the competition. Here are some core reasons to develop customer value,

Improved customer satisfaction and loyalty

When customers feel that they’re getting value from a product or service, they’re more likely to be loyal to the brand. More importantly, it helps people trust your brand to deliver exactly what they need. Not to mention it builds trust in your offer and in your brand.

Competitive advantage

As we’ve already said, businesses that consistently deliver superior value can successfully differentiate themselves from competitors while attracting customers. This competitive advantage can go a long way in making your business sustainable.

Revenue growth 

Only satisfied and loyal customers are likely to make repeat purchases and recommend the brand to others. To drive revenue growth with upselling opportunities, having a solid customer value proposition is key.

Brand reputation 

Positive perceptions of value are the capital of your business. It contributes to a strong brand reputation, enhancing credibility and trust among your customers.

What do customers value most?

Customers value different things depending on their needs, preferences, and circumstances. However, some common factors are worth talking about to ensure a general value.

Quality

Quality can mean many things depending on the product or service. But in general a product’s value needs to include its quality, whether it’s longevity, utility or simply how it feels to hold. Customers want products or services that meet or exceed their expectations in terms of performance, durability, and reliability. But they also care about all these characters coming together to provide a unique experience.

Price

While customers seek value for money, they’re also willing to pay more for products or services that offer unique benefits or superior quality. Now, different products always provide a unique benefit known as the USP. Your USP should ideally be enough to justify the price in and of itself.

Convenience 

Customers appreciate products and services that make their lives easier and more efficient. Here’s why convenience matters:

They value seamless and hassle-free purchasing experiences, whether it’s through online channels, mobile apps, or brick-and-mortar stores. Streamlined checkout processes, flexible payment options, and fast delivery contribute to convenience.

Products and services that are readily available when and where customers need them are highly valued. Anything that saves customers time or effort is also considered convenient. This could include features like one-click ordering, subscription services that automate replenishment, or intuitive user interfaces that minimize the need for learning or assistance.

Customer service 

Exceptional customer service is crucial for standing out in the market. Here’s why it’s integral to the value proposition: responsiveness, helpfulness, personalization, and empathy.

Customers value prompt responses to inquiries, showing that their time is respected and their satisfaction is prioritized. Going above and beyond to assist customers leaves a lasting impression, whether it involves providing personalized recommendations or troubleshooting technical issues. 

Tailoring the customer experience to individual preferences enhances perceived value, such as addressing customers by name and offering personalized product recommendations.

The Four types of customer value

When it comes to understanding what customers really want, it’s all about value. But value isn’t just about the price tag. It’s about what you get out of a product or service, beyond just the basics. So, let’s break it down into four main types of customer value that businesses should know about. Customer value can be categorized into four types,

Functional value

This is all about how well a product or service meets your needs. Think of it as the practical benefits like a phone’s ability to make calls and access the internet.

Emotional value 

This is about the good vibes you get from using something. It’s like feeling excited or satisfied when you use a cool gadget or wear a fancy watch.

Social value

This is about the benefits you get from connecting with others or being part of a certain brand or product. Social media is a prime example, where you can chat with customers and share stuff.

Psychological value

This is the deeper stuff, like how a product or service makes you feel about yourself. For example, using eco-friendly products might make you feel good about helping the environment.

Understanding these different types of value allows businesses to tailor their offerings and messaging to better resonate with their target audience.

Customer value journey (CVJ)

The Customer Value Journey (CVJ) is a strategic framework that outlines the stages through which customers progress in their relationship with a brand. It includes stages such as awareness, engagement, conversion, ascension, and advocacy. By guiding customers through this journey and delivering value at each stage, businesses can foster long-term relationships and loyalty.

The customer value journey is like a roadmap that outlines the stages of the customer’s relationship with the business, from awareness to advocacy. Understanding this journey is essential for businesses to effectively attract, engage, and retain customers.

Awareness 

Customers first become aware of the brand or product through various channels such as advertising, social media, word-of-mouth, or online search.

Consideration

Customers start evaluating their options, comparing different products or services, reading reviews, and seeking recommendations.

Purchase 

Customers make the decision to purchase the product or service, either online or in-store.

Retention 

The goal is to retain customers by providing exceptional customer service, delivering on promises, and continuously engaging with them.

Advocacy

Satisfied customers may become advocates for the brand, recommending it to others and sharing their positive experiences.

How is customer value created?

From product innovation to exceptional customer service, every aspect of the customer experience plays a crucial role in the creation of value. Let’s uncover the secrets behind building meaningful connections and delivering value that truly matters to customers. Here’s howCustomer value is created in a product:

Innovation 

Developing or improving products or services that address unmet needs or provide unique solutions can create value for customers.

Quality 

Maintaining high standards of quality in products, services, and customer experiences is essential for delivering value.

Customization 

Offering customization options allows customers to tailor products or services to their specific preferences, increasing perceived value.

Value-based pricing 

Setting prices based on the perceived value to the customer rather than solely on costs or competition can enhance value perceptions.

We’ll explore several macro strategies to enhance customer value here as well.

Building a customer-centric culture

Creating a customer-centric culture is crucial for businesses. It means everyone, from top management to frontline workers, focuses on understanding and meeting customer needs. Prioritize customer satisfaction, retention, and loyalty over solely chasing sales.

Market segmentation and targeting

Segmenting the market helps identify different customer groups with similar needs. By understanding each group’s unique requirements, businesses can tailor products and marketing efforts to better meet those needs.

Product and service innovation

Continuous innovation is vital for staying competitive. Gathering feedback from customers helps identify areas for improvement and new opportunities. Invest in research and development to develop new products or enhance existing ones.

Personalization and customization

Personalization involves tailoring products, services, and marketing messages to individual customers based on their preferences. Leverage customer data to create personalized experiences across various touchpoints.

Brand reputation and trust

Building a strong brand reputation based on trust and reliability is essential. Consistently deliver on promises, engage with customers, and demonstrate transparency in all communications.

Omni-channel experience

Provide a seamless experience across all channels, including physical stores, websites, and social media. Use technology to track customer interactions and personalize the experience accordingly foer an omni-channel presence.

Post-purchase support and engagement

Post-purchase support and engagement are crucial for ensuring customer success and satisfaction. Implement loyalty programs and solicit feedback to demonstrate a commitment to continuous improvement.

Community building and advocacy

Foster a sense of community among customers and encourage them to become brand advocates by sharing their positive experiences.

Ethical and social responsibility

Highlight your commitment to ethical business practices and social responsibility initiatives that align with customer values. Communicate transparently about the company’s values and contributions to society.

How is the value of a good or service determined?

Determining the value of a good or service is a multi-faceted process influenced by various factors that shape customers’ perceptions and decisions. One crucial aspect is the perceived benefits that customers expect to derive from the product or service in relation to its cost.

Customers assess the potential advantages, whether they are functional, emotional, social, or psychological, and weigh them against the price tag or any other sacrifices required. The value of products depends on the following,

Perceived benefits 

Customers evaluate the benefits or advantages they expect to receive from a product or service relative to its cost.

Cost or sacrifice 

Customers consider the monetary price, time, effort, or other sacrifices required to obtain and use the product or service.

Comparison to alternatives

Customers compare the value proposition of a product or service to alternative options available in the market.

Subjective factors 

Individual preferences, experiences, and perceptions influence how customers assess the value of a good or service.

Wrapping up

Customer value is a fundamental concept in business that encompasses the perceived benefits customers receive from a product or service. By understanding what customers value most, businesses can develop strategies to create and deliver value effectively.

From macro strategies for developing customer value to understanding the factors that determine the value of goods or services, prioritizing customer value is essential for driving satisfaction, loyalty, and growth.

The post Customer Value: A Beginner’s Guide appeared first on Fluent Support.

We’re here to walk you through the WordPress dashboard so you don’t feel lost. To set the stage properly, we’ll take a bit of time to explain what WordPress is and what you can expect.

What is WordPress?

For techy people, this is a question with an obvious answer, for others, not so much. WordPress at its core is a piece of software that runs on the computer at your hosting provider. 

Think of it like an app! It gives you an interface to design, edit and manage content you want to put on the web. Ergo, it’s called a CMS or content management system. Between the time WordPress was developed and today, very little has changed in this fundamental design.

However, the booming plugin market has turned this simple content management system into a full business system. We’re not even exaggerating. Your WordPress site can handle lead generation, email marketing, support desks and even financial services like payment gateways, all from within the confines of your server space. We’ll get into that in a bit. But for now, let’s get you logged in for a tour of the WordPress dashboard.

Starting with WordPress Dashboard

After logging into your site, the Admin Dashboard is your gateway to site management. To access it, simply add “/wp-admin” to your site’s URL to access the login page. Here you can log in using your credentials. Once inside, you’ll find a clean and intuitive interface designed to streamline site management.

Dashboard Overview: What You’ll Find

The WordPress dashboard is the control center for your website. Now we don’t want to mislead you in any way. You will need some server-side knowledge and basic knowledge of HTML and CSS to tap into the full potential of WordPress. But as far as the UI goes, this walk-through will cover everything on the graphical interface.

Home Screen 

The Dashboard’s home screen offers an overview of your site’s activity, including recent posts, comments, and updates. It provides valuable insights into your site’s performance at a glance.

This is your primary navigation area to access different functional parts of WordPress.

Menu Navigation

The left-hand sidebar serves as your navigation hub, housing a plethora of options to manage different aspects of your site. From Posts and Pages to Plugins and Settings, each section offers granular control over specific functionalities.

Quick Drafts and Activity 

Need to jot down a quick idea for a post? The Quick Drafts widget on the Dashboard allows you to draft content without navigating away from the main screen. Additionally, the Activity widget keeps you informed about recent site activity, ensuring you stay up-to-date with changes and comments.

At a Glance

This section provides a snapshot of your site’s current status, displaying the number of published posts, pages, and comments. It’s a handy tool for monitoring your site’s growth and engagement metrics.

WordPress News and Events

WordPress News and Events section lets you select cities to find the latest events and news near to you. It’s a great place to keep track of WordPress meetups and WordCamps. WordPress is a community-driven platform so you’d be smart to connect and stay in tune with what’s happening in the community. All you need to do is take a look at your own dashboard for the latest news. 

Custom WordPress admin dashboard

Customizing the WordPress dashboard is essential for tailoring the user experience to match the specific needs and preferences of website owners, administrators, and content creators. With its flexibility and extensibility, WordPress offers various methods for customizing the dashboard, including the use of plugins and manual editing of menu options.

Using plugins

There is a wide array of plugins available, each offering unique features to customize the dashboard according to individual requirements. One popular plugin for dashboard customization is “Admin Menu Editor.” This plugin allows users to rearrange, rename, hide, or even add custom menu items to the WordPress dashboard menu. With Admin Menu Editor, users can streamline the dashboard navigation, making it more intuitive and efficient for administrators and content creators to access essential features and functionalities.

Additionally, plugins like “White Label CMS” enable users to rebrand the dashboard with custom logos, colors, and branding elements, providing a cohesive and professional look that aligns with the website’s identity.

Manual customization

In addition to leveraging plugins, you can manually edit menu options to customize the WordPress dashboard further. WordPress provides built-in functionality for managing dashboard menus through the use of functions like “add_menu_page” and “add_submenu_page” in theme functions.php file or custom plugin files. 

By utilizing these functions, users can add custom menu items, rearrange existing ones, or remove unnecessary elements from the dashboard menu. This approach gives users greater control over the structure and organization of the dashboard, allowing them to prioritize access to key features and streamline the user experience.

Furthermore, you can utilize custom CSS to style and customize the appearance of the dashboard elements, including menu items, widgets, and admin bar. By adding custom CSS code to the WordPress theme or using plugins like “Simple Custom CSS,” users can modify the visual aspects of the dashboard to align with their brand identity or personal preferences. 

Whether it’s adjusting colors, fonts, spacing, or alignment, custom CSS provides users with the flexibility to tailor the dashboard’s look and feel according to their specific requirements.

Exploring Dashboard Modules

Posts 

Here, you can create, edit, and manage your blog posts. The Posts section offers comprehensive editing tools, allowing you to format text, add media, and schedule posts for future publication. It also allows you to manage posts in bulk with Bulk actions. The bulk actions feature works similarly throughout WordPress. Posts contain blogs and other date-oriented content for your site.

Media Library 

Need to upload images, videos, or documents? The Media Library is your centralized repository for managing multimedia content. You can organize files into folders, edit metadata, and easily embed media into your posts and pages. For some media formats, the Media Library might not act as expected. Make sure to read up on supported formats to avoid any issues.

Pages

Similar to Posts, the Pages section lets you create and manage static pages on your site. From About Us to Contact pages, you can craft engaging content to showcase your brand or organization. Pages are where you can host your permanent content like landing pages, blog home, etc.

Comments 

Engage with your audience and moderate discussions using the Comments section. From approving comments to filtering spam, you have full control over the conversation on your site. You can enable the approval system, so comments are only posted when you or an admin approves them.

Appearance 

Customize the look and feel of your site with the Appearance section. From themes and widgets to menus and customization options, you can tailor your site’s design to reflect your brand identity.

All your universal customizations like Home page layout, Headers, Footers and single page/post templates can be edited from Appearances. 

Plugins 

WordPress lets you extend the functionality of your site with plugins. The Plugins section allows you to install, activate, and deactivate plugins to add features ranging from SEO optimization to e-commerce capabilities. There are specific plugins that depend on the kind of site you want to run. There are plugins designed for Online learning, ecommerce, email marketing, and customer management. 

Note: Do your due diligence before adding plugins to your site. Many plugins can be outdated, carry security risks, and even be too heavy for your server. Learn about these things before installing any plugin.

Users 

Manage user roles and permissions with the Users section. From administrators to subscribers, you can control access levels and assign roles to ensure smooth collaboration among team members.

WordPress by default provides 5 roles for users. Additional custom roles are added from specific plugins. You can control all sorts of access and privileges for your users from here.

Tools

The WordPress dashboard’s Tools menu offers essential utilities for site administrators, including content importing/exporting and backup management. The Import tool facilitates seamless content migration from various platforms or WordPress installations, simplifying the process without manual copying.

Conversely, the Export tool creates backups of posts, pages, comments, and media files, ensuring data safety. Plugins can extend menu functionality, adding tools for SEO, security, and more.

Settings 

Fine-tune your site’s settings to optimize performance and user experience. From general settings like site title and tagline to more advanced options such as permalinks and privacy settings, the Settings section empowers you to configure your site according to your preferences.

Settings options include General, Writing, Reading, Discussions (Comments), Media, Permalinks and Privacy. You can set global preferences for each section according to your website needs.

Wrapping up

The WordPress Admin Dashboard is the nerve center of your website, offering a comprehensive suite of tools to manage and customize your online presence. By familiarizing yourself with its features and functionalities, you can effectively streamline site management tasks and unleash the full potential of your WordPress-powered website. So dive in, explore, and harness the power of WordPress to elevate your online presence.

The post WordPress Admin Dashboard: A Complete Walkthrough appeared first on Fluent Support.

The Visa: A Testament to collaboration

Traveling to Taiwan from countries like Bangladesh poses challenges due to certain realities. Yet, the WCAsia organizing team and the Open Culture Foundation went above and beyond to make the visa process simple for foreign attendees. Through their efforts with the Ministry of Foreign Affairs, they made sure that attending this event became a reality for many of us, showcasing true dedication and ingenuity.

The journey to Taipei: A tale of unexpected comfort

Starting a journey that spanned four flights from Sylhet to Taipei, our concerns about layovers quickly dissipated upon landing in Kunming. Surrounded by a supportive Bengali community offering hospitality and familiar cuisine, our layover became a pleasant experience, setting the stage for a successful WordCamp adventure.

First impressions of Taipei: Beyond expectations

Arriving in Taipei, a city I never imagined visiting, the soothing atmosphere struck me immediately . Navigating from the airport to our hotel was seamless, thanks to well-connected buses, an MRT station, and taxis. The city’s bustling yet tranquil streets made exploration a delight, setting a positive tone for the event ahead.

Conference Day 1: A day of connection and insight

The first day of WCAsia was filled with reunions with old friends from WordCamp Kathmandu and encounters with new faces. Engaging discussions with industry experts and fellow attendees ranged from bug-free development to diversity and empowerment within the WordPress community. Noteworthy talks by speakers like Hannah Swain Løvik and Alfred Cheng-Tai Kang left a lasting impression, sparking new perspectives and ideas.

Thanks to Shahjahan Jewel we got a taste of incredible food and a stunning experience for Taipei’s delicacies and flavours!

Conference Day 2: A continuation of learning and collaboration

Day 2 brought more opportunities for learning and networking, with talks on intentional design, WordPress meetups, and diversifying income streams. A highlight was the Q&A session with Matt Mullenweg, where attendees had the chance to engage directly with the visionary behind WordPress.

I myself got a question in that I think resonated with people as much as it did with Matt. He later found my feature request ticket and left a solution comment which honestly made my entire trip. The day ended leaving me with a sense of fulfillment and excitement for the future.

WCAsia Parties: Celebrating community and connection

The after-parties provided a perfect opportunity to unwind and connect with fellow attendees. From lively gatherings hosted by sponsors to impromptu outings to local bars, each moment was filled with laughter and wisdom. Special thanks to the GoDaddy team for their hospitality and memorable company throughout the evening.

Reflecting on the experience: Gratitude and inspiration

As I look back on my time at WCAsia 2024, I’m filled with gratitude for the opportunity to connect with like-minded individuals and expand myself within the WordPress community. The warmth and hospitality extended by the Taiwanese organizers and fellow attendees made this event truly special. I return home with cherished memories and renewed inspiration for the work ahead.

To wrap this up all I can say is, WCAsia 2024 was not just a conference; it was a journey of discovery, connection, and celebration. I’m grateful for the experiences shared and look forward to contributing more to the vibrant WordPress community with renewed enthusiasm and purpose.

The post WCAsia 2024: A Journey of Discovery and Connection appeared first on Fluent Support.

For instance, some knowledge base plugins come with pre-built templates that you can customize to match your branding on your knowledge base. Here, the expertise of a team of WordPress experts becomes invaluable. They customize everything to match the client’s style and needs.

So, without further ado, let’s dive into behind-the-scenes of white-label WordPress support.

The mysterious world of White Label Support

First things first, what exactly is white-label support? Picture this: you’re a digital agency with a handful of clients relying on you to make their online presence sparkle. White-label support is like having a silent partner in the shadows – a team of WordPress developers ready to handle all the technicalities without stealing your spotlight.

Why White Label?

Imagine you’re putting on a grand show. You’ve got the script (client’s vision), the actors (web designers and developers), and the stage (the internet). But what happens when the lights flicker, or the stagehands (support) are missing? That’s where white label support swoops in. It allows you to provide top-notch service without the hassle of building an in-house support team.

White label support swoops in like a reliable sidekick, handling the technical acrobatics and allowing you to focus on the show-stopping moments that define your agency.

Outsourcing to white label support offers a more cost-effective support solution – you pay for the magical expertise when you need it, without worrying about monthly salaries, benefits, or training expenses.

Your agency needs to adapt to the ebb and flow of demand. White label support offers the scalability spells you need – whether you’re managing a handful of client spells or an entire magical kingdom’s web presence, the support can flex and bend to meet your agency’s needs without requiring you to summon additional in-house help.

Choosing the right support partner

Not all wizards are created equal, and the same goes for white label support providers. Look for a partner who understands the nuances of WordPress, speaks fluent tech, and has a track record of magically fixing glitches and bugs. After all, you don’t want a support partner who’s still figuring out how to cast a basic debugging spell, right?

Here’s what you can look for:

Technical mastery

Seek a support partner with a deep understanding of the intricacies of WordPress. Their technical prowess should rival that of a seasoned spellcaster, ensuring they can navigate the magical coding realms effortlessly.

Proven track record

Your agency shouldn’t rely on a support partner without a proven track record. Look for testimonials, reviews, or case studies that showcase their successful feats in resolving website challenges.

Emergency response time

Ensure your support partner is equipped with swift response spells (saved replies, auto-responses), guaranteeing that they can quickly don their capes and rush to the rescue whenever a website crisis emerges.

Collaborative rituals

The best support partnerships are built on collaboration, not hierarchies. Look for a partner that sees themselves as an extension of your agency, working hand-in-hand to achieve shared goals. 

By considering these points, you’ll be well on your way to forming a magical alliance that not only supports your current endeavors but also propels your agency to greater heights in the enchanting world of online sorcery.

Custom spells for every client

One of the perks of white label WordPress support is the ability to tailor the spells – I mean, solutions – to fit each client’s unique needs. Whether it’s regular maintenance, performance optimization, or fixing the occasional gremlin in the code, a good support partner will seamlessly adapt to your agency’s style.

The art of seamless integration

The real magic happens when your clients don’t even realize there’s a support team working behind the scenes. White label support providers integrate into your agency like a chameleon, adopting your branding and communication style. Your clients get the help they need, and you get to maintain that illusion of being the sole architect of their digital dreams.

Building trust with a safety net

Let’s face it – websites can be temperamental beasts. Having a white label support safety net ensures that if something does go awry, you’ve got a team of experts ready to swoop in and save the day. This not only keeps your clients happy but also builds trust in your agency’s reliability.

The grand finale: happy clients and a stress-free agency life

In the online world of agencies – happy clients are the ultimate treasure. With white label WordPress support strategies in place, you can focus on the creative magic while knowing that the technical details are handled by a team of experts. It’s like having a backstage crew ensuring that your show goes off without a hitch.

So, fellow wizards, if you’re looking to add a touch of enchantment to your agency’s services, consider embracing the magic of white label WordPress support. It’s the secret ingredient that can turn a good agency into a truly spellbinding one. Cheers to seamless websites, satisfied clients, and a stress-free agency life!

The post White Label WordPress Support Strategies for Agencies appeared first on Fluent Support.