Chat Integration

The prime focus of a Frequently Asked Questions section is to provide additional information to customers. This information may be about products, particular items or brands, about the shopping process itself, delivery, warranty, returns, payment methods, licenses, store features, and so on. By providing this information in an organized, user-friendly manner, store owner decreases the number of confused customers and decreases the number of questions submitted to support staff. FAQ extension by Aheadworks is organized by categories, meaning that questions/articles are grouped by a common theme. The admin must create at least one category to start adding questions/articles. Once categories are created and filled with articles, the extension may be enabled and the FAQ section will appear at the frontend. It will be accessible by customers from the top menu, categories, page footer, or any additional links placed anywhere at the store. Several customization options are also available with regards to design, layout, SEO, etc. Moreover, provide customers with the opportunity to ask questions on any page and get answers immediately with Chatbot (as of version 1.3.0)     List of Features ChatBot A widget immediately responding customers questions providing them with FAQ-based answers Elasticsearch Find articles through the FAQ easily with Elasticsearch support FAQ Section Location Section may be accessed by customers from the top menu, categories, footer, or product pages in the FAQ tab.  Direct links to specific questions or question categories may be placed by admin anywhere on the store. Navigation sidebar  Simple navigation via categories and articles makes the customer experience more user-friendly. SEO Opportunities The extension offers custom title prefix, suffix, meta title, page title separator for article pages, and setting meta keywords.  FAQ Section Design The section is a separate page within the store. On this page all questions are sorted by respective categories and customers may either go to a category or pick any of the visible questions. Categories For better navigation questions are grouped by common themes, which makes it easier for a customer to narrow down the search. Visual Cues To further help customers navigate the extension offers custom icons for categories and questions within categories. Search Bar Search bar may be added on top of a FAQ section. Search is section-wide and does not include results from the rest of the store. ‘Helpful/Not Helpful’ Votes Each article may be rated ‘helpful/not helpful’ by a customer.  Questions On Article Pages  Customers can ask questions on article pages via the dedicated submission form. Once a question is submitted, you will receive an email notification if the destination email address is specified in the extension’s settings. Breadcrumb Trail Breadcrumbs allow for a quick switch from the question page back to a category or a FAQ home page. Admin Area In Backend Extension settings are incorporated into the native Magento interface, where everything is organized within a separate tab with its own internal menu - everything is easy to find and edit. Statistics Question grid at backend stores the number of votes for each question and a total helpfulness rating. Responsive Design FAQ section adjusts automatically to any screen width, changing the number of column displayed.   Example Many customers have a question about how the warranty is fulfilled by the retailer. Without FAQ section some customers will direct their questions to support staff and overload them with repetitive requests. Other customers will just leave the store annoyed at the fact that policies are not clearly outlined. This results in both: unhappy customers and tied up support team. With FAQ section, some customers will be able to find answers on their own. To help them out admin may even place a direct link to warranty article from where the warranty is mentioned on the product page. In addition, if some customers direct their questions to support, the support agent may provide a very brief answer and send the customer to a FAQ section for further info. A lot of time and frustration saved.   Business Value The extension introduces FAQ section to the store: SEO friendly – metadata, canonical URLs, sitemap.xml; Article targeting with customer groups; Neat and clean adjustable design; Decreases the load of your support staff; Increases customer satisfaction; Saves customers time with ChatBot.     Enhance This Extension With The Following:  Advanced Search - for searching for particular data through FAQ articles on a retail website.   Demo To experience the extension firsthand follow the links below: Frontend Backend   Support Policy Included technical support: Magento Open Source (CE) version - 3 months of free technical support Magento Commerce using on prem (EE) version - 3 months of free technical support Magento Commerce on Cloud (ECE) version - 3 months of free technical support  

This extension streamlines the process of managing customer inquiries by introducing a user-friendly system that utilizes store resources. Help Desk utilizes a ticket system, customers may submit tickets via native Magento contact form, from the customer account section, or by directly emailing Help Desk gateway. The tickets are managed at the ticket grid in the store backend and can be assigned to a particular help desk agent – store administrator user eligible to answer questions via the help desk. Help desk agents can reply to the tickets, set ticket priority, tie tickets to orders, and more. Finally, the ticket management process can be partially automated with the help of 'Automations' a set of special events that allow sending notifications, changing priorities, and many more, depending on the conditions set.   Features  Canned Responses With related tickets it’s easy to aggregate repetitive requests and reply to them all at once with canned responses saving time Reopening Tickets Allow customers to save time on submitting tickets to the problem they have once submitted tickets to Rejecting Patterns Filter out unwanted requests with a customizable spam shield Creating A Ticket Tickets can be created either by customers using a native contact form or from a customer area or by sending an email to an email gateway address. The administrator can create a ticket from the backend.  Ticket Pool Submitted tickets enter a ticket pool – backend ticket grid, where agents may view, filter, and process tickets.  Ticket Page At Backend The individual ticket page is organized to provide all the necessary information, to communicate with customers, and to edit a ticket – all on one page. Message Threads Monitor ticket conversation, internal notes and system messages in one place  Departments Organize your helpdesk team into departments to stream support requests to appropriate agents Agent’s Card Personalize interaction between agents and customers by enabling agents’ details on Frontend and in emails Automation Processing a ticket requires multiple steps and some of those steps are quite routine. We have created a way to delegate such tasks to the extension, to be performed without agent involvement. Using automation you can perform anything from simple tasks, like assigning an agent to a new ticket, to something more complicated, like sending a follow-up message to a customer that hasn’t replied for a while.  Email Gateway The extension allows setting up an email gateway. All incoming emails at this address will be automatically converted to tickets.  Customer Area The help desk tab is added to the customer area. From there, customers may create a new ticket, monitor the progress on existing tickets, send attachments, and communicate with an agent.     Business Value Help Desk Ultimate extension for Magento 2 is a powerful one-off payment tool for creating an in-store help desk system: Built-in customizable automation to take care of the ticket routine; Informative ticket screen with customer and order related links; Carbon Copy recipients and external ticket links.   What Is The Purpose? Whenever customers have any problem with the store they need a way to communicate this problem to store administration to have it solved. They may choose to send an email, or use a contact form, make a call, or maybe even use a messenger. This creates a bit of chaos since messages may get misplaced, miscommunicated, lost, and so forth. Help Desk Ultimate solves this problem by being an organizer for all incoming client communication, by logging all issues as tickets, making sure nothing gets lost and everything is addressed in a timely fashion.   How It Works Both customers and store administrators may create and submit new tickets. Once the ticket is submitted, it enters a ticket pool in the backend. Here agents pick up corresponding tickets, solve issues, and communicate with clients. Agents may use ticket statuses, priority settings, attachments, internal notes, and other tools when processing a ticket. Additionally, Aheadworks provides an option to delegate simple routine tasks to the extension via ticket automation settings.   Example: A customer has been sent a package but there is one item missing. He uses a contact form to inform the store and request this item to be delivered.   Without Help Desk Ultimate The request is delivered to a customer service department inbox. It sits there for a while before someone checks an email. Someone has to read it and to decide which specialist to delegate it. Then the specialist has to be notified. He then has to notify the customer that issue will be dealt with. Then follows communication with other people in the company, another delegation, asking customers for proof, receiving and forwarding files, and so on. Now to get the complete picture of this issue one would have to talk to a number of different people and ask them for a number of files and email copies. It’s a mess.   With Help Desk Ultimate The request is logged into a ticket pool, it is automatically assigned to an agent, both agent and customer are notified. All of this happened within seconds instead of a couple of hours. And everything that follows, be it files, messages, or reassignments, is logged within a ticket tab - nothing gets lost, forgotten, or miscommunicated.    Demo To experience the extension firsthand follow the links below:  Agents Manage Tickets Agents Reply to Tickets Configure Departments Create Quick Responses Create Rejection Patterns Configure Gateways Arrange Automations Configuring the extension Customers Submit Ticket   Support Policy Included technical support:  Magento Open Source (CE) version - 3 months of free technical support Magento Commerce using on prem (EE) version - 3 months of free technical support  Magento Commerce on Cloud (ECE) version - 3 months of free technical support    

This extension integrates the chat widget provided by Zendesk with Magento 2 shops. Zendesk Live chat provides a fast and responsive way to connect with customers in real time. It’s a fast and effective way to offer help - without interrupting their browsing flow. Live chat lets agents handle multiple chats at once, so the wait time is reduced and customers have a better experience. It allows the store owner to interact with their visitors, provide support, know the statistics of the visits, get offline messages etc. Zendesk chat real-time interaction provides a high quality shopping experience. Customers will remember their positive experience and keep coming back. Having live help support on your store projects the image that your company is service oriented. In order to make this extension work, you need to create an account at the Zendesk website. Please read the Zendesk pricing information. Zendesk pricing: Lite: FREE Basic: $11.20 per agent/mo. Advanced: $20.00 per agent/mo. Premium: $44.00 per agent/mo.  The layout of the chat widget is fully customizable. You can use the widget generator at the Zendesk website and simply copy-paste the generated code to your shops configuration field "Widget Code". Features: Enable/disable on specific pages EU cookie compliance modes Use customer's data (name, email, telephone) Show customer orders in Zopim-Dashboard All Zopim features are included User guide: Install the extension. Go to the Zendesk page and configure the chat widget. Copy-paste the generated code to your shops configuration field "Widget Code".  

This extension provides a facility for the customers to enquire about their orders with the site's support staff. Once this extension is installed, customers will find a new Order Enquiry Tab in their dashboard when they are logged in. When the customer clicks on this Order Enquiry tab, he will be presented with a form with the following fields: Reason for Enquiry, Order Number and Enquiry. When the customer will submit this form then an email will be directly sent to the support staff so that he can respond instantly to it. The confirmation email is sent to the customer also on order enquiry form submission. For the admin user, there is a facility in this extension to view all the Order Enquiries submitted by the customers in the admin panel also. For the store owners, there is a configuration section to enable disable this extension. Admin can also change enquiry email subjects fields like admin & customer email subjects in the configuration section of this extension. Form field validation is also applied on appropriate fields. Enquiry form, Reasons field drop-down options can be controlled from the admin panel by adding these options in the comma-separated form in the configuration section of this form.  The customer can select his order number to enquire from the Order Number drop-down field. On successful form submission, a proper confirmation message is displayed on the front end. Order Enquiry submission email will be sent to the customer as well.   Features: Customers can enquire about their orders using the enquiry form with  This enquiry form is visible in the customer's dashboard when he is logged in to the site. Admin can configure admin & Customer email subjects etc. in the emails. Well designed Order Enquiry form Order enquires can be checked by admin users in the admin grid. Reason dropdown field can be populated with different options entered with separated commas to choose the reason for enquiry. Responsive extension- works well on all devices. Supported in all stores and in various languages. User-friendly- ultimate functionality and easily customizable. Admin users can enable disable this extension anytime