Hey TF WordPress Theme authors,
One of my biggest concerns is providing support for my themes. I also think that in TF, we are not actually selling themes, but instead, we are selling support!
I’ve tried experimenting with a lot of stuff, providing support via the comments section, via ticketing systems, via support forums, etc. The one thing that I’ve stuck to now is with a support forum. I’ve set it up so that users register in the support forum with their purchase code (I’m sure you have dabbled in this too). But to be honest it’s still quite a hassle because…
- my customers still have to register to an external site,
- I get the same inquiry over and over again,
- I have placed a search box but it’s not used as much as I’d like, and
- most of the time I ask for their WP URLs, username and passwords, and screenshots
Because of this I’m currently developing Support Titan, an online support service that caters to our support needs! I’m building this to address our supporting needs, and I’m looking for beta testers before it launches.
Here’s how it would work for your customers:
- Your users activate the Support Titan plugin (use TGM for this, and you can override plugin settings too)
- If your users want to send a support ticket they just use the interface in their admin and click send! (additional info such as WP version, theme name, plugins installed will be sent also)
- While typing the ticket, suggestions from your knowledge base will show up (this will lessen repetitive inquiries)
- When you reply, your users would get an email notification and they can view and reply to the ticket from within their admin.
Here’s how it would work for you and your support team:
- You receive emails regarding new tickets from Support Titan (can be turned off)
- You login in Support Titan and answer, and that’s it!
- You’ll be able to see additional details on your customer such as their WP version, theme version, plugins installed, user given WP credentials, etc)
- You can turn tickets into a TODO list for future theme versions
- Create knowledge base entries that appear in your customer’s admin while they’re composing their support ticket
- Easier customer support experience = happier customers that leave 5-star reviews
- Organized way of providing support
- Less support inquiries because of the knowledge base integration
- Collaboration with your support team
- Indicators on what tickets should be prioritized first
- Easy to integrate in your themes since it’s a WP plugin
Support Titan will be a free plugin (in the WP.org plugin repository with less features) and it will be tied to a paid service (low monthly fee).
So again, I’m looking for beta testers, WordPress theme authors that want to provide stellar support and are excited as I am to include this in their WP themes. Beta testers will have some benefits when Support Titan launches as thanks
Lastly, when the launch comes and you don’t want to use the service, the plugin should still work fine, but emails will be used instead for support. You can also use TGM to force-disable the plugin.
This looks interesting. We at WaveThemes can totally relate to the points you mentioned.
Good luck with the project.
I am interested in trying it out.
Awesome, I hope other people as well would want to join!
looks great, I am getting my first theme ready and one of my concerns is how’d I provide support for it. I’m interested in trying it. Just one question. Would it work if the buyer is running the theme locally? I mean, I never bought a theme, but I’m sure I’d try it locally before upload.
It’s okay, but I’d still go with a more complete solution. It’s not only about giving support, but also to create a user-friendly solution that the buyer can use in order to easily request and find help at the same time. In your case, you can’t search if the same ticket was already opened by someone else(which I think is the most important thing for a support solution), you don’t have FAQ’s, screencasts, videos, it’s more like a solution for small authors that don’t have that many support requests.
@DanielOrtizMe As long as his server is connected to the internet then it should be okay.
@FinalDestiny Yes I plan this to be a complete support solution that should cater to both small and big authors. My goal is that when this is done, you can remove your current support system and move over to Support Titan. You’ll have everything there plus more.
The current behavior is this: as the user types in his question / subject, knowledge base suggestions would show up in their admin. Your suggestion of adding resolved tickets would really be a good fit. I’ll definitely add that in.
As per your other suggestions. I imagine that the knowledge base would include FAQs. A place where to find all tutorial videos would be good additions also.
If you have any more suggestions, just post them
Here’s an update: Everything’s currently on track.
The free plugin works great. So if you aren’t subscribed to the service (pro), support tickets would be received by email (using WordPress’ wp_mail function) and can be answered from a secure link given in the email. The pro version opens up a lot of the features such as support suggestions.
The control panel area for the service is on the way and the visual aspects are almost fully done.
I might be creating another thread about this in the TF forum when it’s ready for beta