Every business depends on its customers, without exceptions. So the question becomes, what type of customers will help your business flourish? The answer is quite simple. Your customer base can be divided into two broad categories.
- The ones who will buy your product only once under a promotion
- The ones who will sign-up and continue to be your regulars clients
Most marketing efforts (like WordPress theme stores) are inclined at getting a customer to buy a theme or sign-up for the membership pack – usually with the help of attractive evergreen “one-time only” sales pitches. And they sure get the job done. With the right marketing pitch, marketers are able to achieve excellent conversion rates.
Your marketing efforts should be equally focused on keeping your regulars happy.
Why? Because, if your customers are happy doing business with you, they’ll surely come back to buy more of your product. At the end of the day, the happier you customer is, the more likely he is to keep buying your product and refer you to his circles.
You get the classic “word of mouth” referral which expands your consumer base and propels your business to the next level.
That’s the kind of relationship you’ll want to build with your customers.
Why Do We Need Customer Support?
The secret to a successful online business is to deliver what the public demands. Your product should speak for itself and deliver great value to your customers. But even when your product is designed in the most user-friendly way as humanely possible, there is going to be people looking for help. And you as the service provider, must provide support.
Let’s take a look at a familiar example. Suppose you design a sophisticated WordPress theme with tons of useful features. Even if you have an awesome documentation aided with video tutorials, you’re going to have to provide timely customer support.
People expect answers when they pay for a product. If they aren’t able to run the $60 theme they just purchased (even if the fault is their own), they’re going to leave negative reviews.
Consider an alternative. If you are able to help out this confused client to his satisfaction, then chances are that he’ll happily recommend you to his circles.
Their product is really good, but their customer support is even better!
That’s the golden line you should be aiming for.
Customer Support Channels
Since we’re on the topic of customer support, I’ve taken the liberty of summing up some of the most popular form of customer support you see on the Internet today. If you’ve ever bought an online product or service (like a domain or a hosting service), you’ll surely have run into one of these. If you want to skip this section, please jump to the Theme List.
1. Telephonic Customer Support
- Telephonic customer support offers real time personal assistance that builds an excellent customer relationship
- On the flip side it could be quite expensive as it requires 24×7 dedicated support staff for international business spread across different time zones
- Example: Most hosting companies like HostGator and BlueHost offer toll-free phone support
2. Live Chat
- The next best thing to telephonic customer support, live chat provides similar personal assistance to your customers, in real time.
- However, it is easier to maintain and is widely available.
- Businesses with lesser budget may employ this model.
3. Email Support
- The main advantage of customer support over email is that the customer faces no overhead of having to deal with helpdesk software. You could simply reply from your email app without having to login to a specialized helpdesk software.
- However on the flip side, it is quite unorganized since your inbox comprises of multiple messages from various sources.
4. Ticket Support System
- Ticket support system is the most widely available and commonly used customer support system. Almost all hosting companies rely on this.
- Each support request is assigned a Unique Ticket Number which can prioritized according to urgency, and categorized according to the department of support required.
4 Ways to Educate Your Customer
In this rapid information age, informing the customer about your product is turning out to be the most promising way to attract their loyalty.
Market your product well
1. Features Page
This is a typical page displayed in almost every product. It job is to highlight the essential and outstanding features of your product in moderate details. You features page should have the minimum amount of copy possible. Ideally, it should be a list highlighting the best features of your product/service.
2. Introductory Video
Depending on the type of product sold, you can also create a video depicting the product’s features and its usability. This will help your customer understand the product at great depths and will also act as a guide as and when they use it. Due to the visual interaction aspect, it reaches out to the customer personally, which in turn helps your cause.
4. Knowledge Base
The Knowledge Base is a directory of articles and guides about your product. It provides your customers explicit details about your product(s). This becomes very helpful when you have a big inventory with similar type of products.
5. FAQ Section
The frequently asked questions section, as the name suggests, is generated based on the feedback of initial testers, followed by future customers. This is a very efficient way of support as the FAQs are placed according to the frequency of the questions asked.
- The development of the FAQ section begins with the feedback from the initial testers. This forms the alpha stage of the testing process.
- Then the product is launched to closed group of people, who do the same job of the initial testers, but who have zero knowledge about the product. This forms the beta stage of the testing process.
- Combining these, the product is finally launched to the general public.
The FAQ Section is updated at regular intervals based on the comments and feedback of the customers. This is increasingly becoming the most useful and promising way of providing quick valuable support to your customers on a very large scale.
The Theme List (Finally)
To help you a little more in your endeavor, we’ve shortlisted the following 15 modern, professional and efficient Helpdesk, Knowledge Base (KB), FAQ and Support WordPress themes. Using these themes will help you avoid the cost of buying expensive help desk software.
1. Live Support
Live Support is a live chat helpdesk and support WordPress theme. With BuddyPress support, WPML compatibility, responsive design, 4 homepage layouts and more this theme is a great option for providing online support to customers.
Easily support your WooCommerce, Easy Digital Downloads or Envato customers with the DeskPress theme. Use built-in FAQs, knowledge base and bbPress forums to provide top notch support.
Ticketrama includes a fully functioning ticketing system to help simplify your customer support. Users can login with Facebook or Twitter, and then they can submit tickets, search the knowledgebase and view the FAQs all from their user dashboard.
4. Support Desk
Support Desk is another great option for building a support site. This responsive helpdesk type theme includes bbPress support for easy customer forums, ajax live search so users can quickly find answers, and an FAQ page template for your most asked questions and answers.
One of the top selling knowledgebase WordPress themes on the web, KnowHow is a great option for creating a helpdesk site in minutes. The theme makes it simple for users to find instant answers through FAQ and live search, plus the theme is translation ready so you can add docs for all your customers.
If you want to create a massive questions and answers board where you can help customers (and they can help each other), Q&A Engine is an awesome option. Users post questions, search previous postings and review answers to get help.
Helper is a responsive knowledgebase and support style WordPress theme that is fully responsive, compatible with bbPress forums, and includes custom post types and page templates to make building your support site easy.
Customers want to find quick answers to their questions online, that’s why it is so important for you to build an online knowledgebase and help center. With HelpGuru just install the theme, add you articles, and let customers rate articles for helpfulness. Plus the theme support bbPress for forum support as well.
If you try Altera for your support site, you’ll find great features like unlimited layouts, custom widgets, live search, RTL support, social sharing integration, a fully responsive design and more.
10. Knowledge Press
KnowledgePress is a self-service knowledgebase with bbPress forum integration where your customers can help themselves. Add your product documentation, build your FAQs and respond to forum posts for better support and customer happiness.
TechDesk is a colorful helpdesk solution with a live search, FAQ system, custom widgets & shortcodes and more to help you help your buyers. Plus there are tons of options for styling, so you can customize the look of your site.
iKnowldege is a clean and modern knowledgebase WordPress theme. Add helpful articles, documentation and FAQs to guide users on how to use your product or to walk them though troubleshooting.
Sentric is an awesome support & knowledgebase theme with full support for the bbPress forums plugin (plus custom moderator tags for pending, resolved, etc.), and built-in options for adding knowledgebase and FAQ sections.
Flatbase is an attractively minimal knowledgebase or wiki theme. With it you can create your own online knowledgebase for customers, plus add in a quick reference FAQ page for common questions and a forum for more involved support.
The Base WordPress theme is an easy to use online customer support center where you can add help docs, product use guides, FAQs, wiki articles and more. The clean layout makes it easy for customers to use and understand.
Now that you’ve made sure that your customer will be satisfied with your product as well as your customer service, you can finally sit back and relax as you now have created a loyal customer.
Keep your customer support top notch and you’ll never have to worry about having dissatisfied customers.
This is one of the fundamental ways of building a prosperous business. We hope that we’ve been able to help you in your search to find a theme to your liking, which will help you create a personalized and attractive customer support. Do let us know your thoughts. Happy selling!