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Help Desk Ultimate for Magento 2 Posts

Arranging Customer Support Services in an E-commerce Store

Every day, help desk specialists of any web store deal with a constantly growing number of customer tickets, which might seriously affect the overall productivity of a support department.

Arranging Customer Support Services in an Ecommerce Store

In this article, we will give you the ideas how to make the whole customer support process in a web store more efficient.

Customer Support Major Aspects

Ticket Monitoring & Management

Imagine the situation in which you have hundreds of tickets in your store, each to be handled properly. First, you should think about storing them in one place where they can be conveniently monitored and managed.

Most likely, we are talking about a grid that contains general information about each ticket, including customer name, status, responsible department, priority, and the like so that you can view all the required data and even create new tickets from there.

Still, general information can often be insufficient, especially when you need to view customer-related details and purchases for particular tickets. In this case, you should think about the solution that will give you the possibility to ‘drill-down’ customer tickets in the database of your store to view their detailed info.

Also, think about the possibility to edit specific ticket parameters on the fly, including ticket priority, assigned departments, order IDs, and so on, as these variables might need to be changed while processing the ticket. For more convenience, this should be done on dedicated ticket pages.

Improved Templates for Help Desk Ultimate 1.3

Just recently we’ve released a new version of the Help Desk Ultimate extension for Magento 2 stores.

Improved Templates for Help Desk Ultimate 1.3

The Help Desk Ultimate extension has a lot of automated features, including the messages about newly created tickets by customers and by agents, notifications about replies from customers and agents, messages about reassigned tickets and the changes of ticket priorities, and so on.

Help Desk Ultimate 1.3

Help Desk Ultimate 1.3 goes even farther and delivers improved email templates for the above purposes ready to be used immediately. Now, the list of AW Help Desk Ultimate templates includes:

Help Desk Ultimate 1.2 Offers Store Owners to Migrate Tickets to Magento 2

Professional customer service is of exceptional importance for any online store. That’s why we continue developing and improving the functionality of our Help Desk Ultimate extension for Magento 2 to make it more useful and valuable.

Help Desk Ultimate 1.2 Offers Store Owners to Migrate Tickets to Magento 2

 

The current update of the Help Desk Ultimate extension for Magento 2 contains two main enhancements long-awaited by most of our customers.

Help Desk Ultimate 1.2

Department Restrictions

Some help desk departments may deal with quite sensitive data that needs to be kept in secret or may have access limitations at least. In this case, store owners need to differentiate permissions of certain Magento admins for those departments and that’s exactly what the new feature offers.

Help Desk Ultimate 1.1 for Magento 2 Puts Elves on Proper Shelves

All our extensions are developed either to better satisfy customer needs or to make the Magento administration process more swift and efficient.

Help Desk Ultimate 1.1 for Magento 2 Puts All Elves on Proper Shelves

Help Desk Ultimate 1.1 for Magento 2 does both simultaneously. It improves the structure of Magento help desk services and allows customers to get their answers quickly.

The new version of the extension enables merchants to arrange a bunch of help desk departments and improve the quality of provided services. Departments are deeply integrated into the workflow and exploit own email gateways, automation rules, service notifications, etc.

New Help Desk Ultimate for Magento 2 Goes Live

Magento 2 is an excellent ecommerce platform, but it can also operate greatly as a self-sufficient help desk system.

Help Desk Ultimate for Magento 2

Below we’ll show you the way how to convert Magento 2 to a center of interactions with customers. Yes, it’s an ambitious task and Help Desk Ultimate for Magento 2 solves it brilliantly.

Help Desk Ultimate for Magento 2Help Desk Ultimate Mission

The new Help Desk Ultimate extension creates the entire logic and workflow for efficient and high-quality support service making customers confident that the support team is ready to help them immediately staying near 24/7.

Principal Goals

  • Support of high-quality technical and consulting services;
  • Customer service quality and velocity improvements;
  • Full control and processing of all customer appeals;
  • Ability to assess the overall support level and improve it.

Primary Functionalities

Most of the HDU operations are processed in the backend and mostly never become public. But, these ‘behind-the-curtain’ communications may immensely influence your business results, and we understand it clearly. That’s why the extension’s functionality and workflow are developed carefully and from different perspectives.

Flexible and Extendable Workflow

Help Desk Ultimate for Magento 2 provides rich functionality for both the ways to start communication and the dialog itself. The options to create and process a ticket are numerous and do not restrict any customer segments, including guest visitors:

  • Frontend. Customers are able to create tickets from their accounts (Help Desk Ultimate or My Orders sections);
  • External View. Using external view links customers have immediate access to necessary tickets and are able to answer or close them on the spot;
  • Backend. Help Desk agents are able to start tickets from the backend;
  • Email Gateway. You can also set up an email gateway processing all new inbox messages as new tickets or answers to existing ticket threads;
  • Contact Form. Guest customers are able to submit tickets from the native Magento contact form.

The process of communications is also elaborated mindfully covering both the basic logical stream of communication and most possible scenarios leading to a successful solution of the problem. The wide range of ticket attributes including IDs, subjects, statuses, customers, help desk agents, orders, etc., creates the required structural facilities of the extension. In their turn, multivariate operations, including scenario automations, make the entire process work.

Help Desk Ultimate for Magento 2 includes two main entities: tickets and automations.