What you'll learn:
- You will be able to easily and confidently add and customise advanced user engagement tools to your website
By the end of the course you will know how to add the following tools to your website:
Live Helpdesk |Support Tickets |Ideas & Feedback Forum |User Satisfaction Rating |Development Voting |Knowledge Base / Article Bank |Contact Form
This course will you how to easily integrate invaluable seamless user engagement and automation tools to your website so you can improve your customer service and save time.
No developer knowledge required. Basically, if you can use a mouse this course is for you! I invite you to "look over my shoulder" as I build all the functionality into the website.
Ever wondered how large organisations manage their online customer services? They receive enquiries from several routes (email, contact form, live chat, and so on):
How do they log everything?
How do they prioritise it?
How do they know that the enquiry has been dealt with and within x number of hours?
This course will empower you with the tools to automate all of the above and much more...
This type of tools were only traditionally used by large organisations but are now available to everyone for free (via freemium accounts). All the tools are cloud/SaaS/web based and are highly sophisticated.
By the end of the course you will know how to add the following tools to your website:
Live Helpdesk - Lets you have live conversations with visitors on your website (integrates with Skype, GTalk, Yahoo IM, MSN and AIM - your visitors chat via your website and you engage from anywhere via any of the above which you can have installed on your smartphone or any tablet, PC, etc...)
Support Tickets - to track and respond to customer support requests
Ideas & Feedback Forum - to understand the ideas users care about most. Users can post their ideas and vote on other users' ideas (integrates with Facebook page by adding an interactive "feedback" button and if you have an iPhone app, you can also integrate it on the app so users can suggest feature improvements)
User Satisfaction Rating - to gauge user feelings about your website
Development Voting - for users to vote on your future development ideas; allow you to test which ones are most popular so you can prioritise accordingly
Knowledge Base / Article Bank - to answer common questions and help users find the information they need when they need it
Contact Form - another way for users to contact you
All of the above tools are synchronised with each other which means you can manage the information from one central admin panel.
All of them will be customised with your corporate identity and can be installed to any type of website.
All tools come with highly sophisticated live analytics/metrics which allow you to measure a great deal of invaluable information about your website visitors (some also integrate with Google Analytics).
Although all that is mentioned above is included in the account, please note that the freemium account will have a few limitations (additional functionality can be added if you choose to pay).
