Kartra Training 11: Using Kartra’s Helpdesk

Service and Satisfaction – these are the keys to a successful business. That’s why it’s so puzzling that most eCommerce Software doesn’t include a full-fledged Customer Service System with their software.

However, Kartra didn’t make that mistake! Karta’s Help Desk lets you quickly deploy a Customer Service Hub to help you satisfy your customer needs without the headaches of integrating a third-party system.

In this training, we will cover:

• Setting up your Helpdesk look and feel.
• Publishing your Helpdesk.
• Setting up Helpdesk topics.
• Responding to tickets using the Kartra Helpdesk.
• Adding tags to Helpdesk customers.
• Researching customer profiles.

The Kartra Helpdesk includes a Ticket System and Knowledge Base Management System so you can help your customers at multiple levels. A Live Agent Chat System is also available so you can provide immediate support, troubleshooting or just be there immediately when your customers reach out for help.

While the Kartra Helpdesk includes all the standard bells and whistles you need, there is one aspect of Kartra’s Helpdesk that is unequaled in the industry… Customer History.

Because the Helpdesk is directly integrated into the rest of your sales platform, you have instant access to any aspect of a customer’s profile. You know what they’re subscribed to, what they’ve purchased, how many emails they’ve opened, their lead score and so much more!

With such an all-inclusive unification of your sales platform, you can be confident in providing the highest level of service for your customer needs.

Setting up Your Helpdesk Look & Feel

Once you’ve started creating your Helpdesk in Kartra, the first setup page you’ll see is “Your helpdesk page look & feel.”

On this page, you can choose whether to host your helpdesk on Kartra or on your own website.

If you choose to host in your own site, Kartra will create an embeddable code that, when placed on your page, will create a help popup icon. There are several icons to choose from for your Helpdesk.

Next, you can choose a logo or upload a new logo for your helpdesk, and choose a background color to go behind your logo.

You can then customize your Marquee image, text, overlay color and opacity. You can even upload your own custom image that will appear, large and proud, on your Helpdesk!

Publishing your Helpdesk

When you create a Helpdesk in Kartra, you are given two options for hosting it:

1. You can choose to host your Helpdesk in Kartra.
2. You can choose to host your Helpdesk on your own domain.

To help you choose, here are the pros and cons of each option.

Host Your Helpdesk in Kartra

The benefits of hosting your Helpdesk in Kartra are that you do not need to own a domain or pay hosting fees because all hosting for any pages, memberships or helpdesks you create in Kartra are included with your subscription to Kartra.

Also, any edits you make to your Helpdesk will not require updating a website – they’ll be automatically updated as soon as you save your changes.

The (potential) downside to hosting your Helpdesk in Kartra is that the URL for your helpdesk will include Kartra.net as opposed to your own domain.

Host Your Helpdesk in Your Own Site

If you choose this option, your own domain will host the Helpdesk; Kartra will create an embeddable code that will create a floating pop-up icon that you can place on your page to offer help to your customers and subscribers.

The biggest benefit to this option is that, if you already have a website fully built that you would like to keep using, it makes it easier for your customers to find your Helpdesk from that site. You will also have the benefit of your Helpdesk having your own domain in the URL.

The downside to hosting your Helpdesk on your own site is that when you make updates in Kartra to your design and appearance, etc., they won’t automatically update on your own site.

Setting up Helpdesk Topics

When creating a Helpdesk in the My Helpdesks section of Kartra, you will want to let your customers select from a variety of topics that they can get help on immediately.

You’ve got two different ways to segment your helpdesk so that your customers can find their way to the correct help that they need: through Departments, which are selected from a dropdown when someone creates a new ticket, and through Products and Categories in the Wiki setup process.

Departments

During the second step of the Helpdesk setup process, called “Departments,” you can add as many different departments as you want.

Each Department that is added will appear when a user goes to start a new ticket in the “Department” dropdown menu.

This is a great way to keep your support tickets sorted, and also to make sure a customer’s message gets to the right people who are most qualified to help them.

Wiki Products and Categories

When creating a Wiki for your Helpdesk, which happens during the third step of Helpdesk setup, you can add as many “Categories” as you want. Then you can write articles within these categories.

You can also create as many “Supported products” as you want in this step.

These are quite different from Products that you have already created in My Products in Kartra. These Supported Products are the first layer that your customers will see when they enter the Wiki: a list of supported products to choose from and, once they click one, they will see the Categories associated with that Product (which are the Wiki articles themselves and are under the Categories).

So the Wiki will be organized something like this:

• WIKI
  • Supported Product 1
    • Categories associated with that product
      • Articles

• • Supported Product 2
    • Categories associated with that product
      • Articles

…Etc.

Also, you can associate Categories with more than one Supported Product, in which case those Categories and Articles will show up in more than one place in your Wiki.

As you can see, with Kartra Helpdesks, you have plenty of options for directing your support customers to the right topic!

Responding to Tickets Using the Kartra Helpdesk

Managing support tickets and replies in a Kartra Helpdesk couldn’t be easier.

When a customer sends in a ticket, or sends a new reply to an existing ticket, you’ll see a small red number next to My Helpdesks in the left-hand menu. When you click on My Helpdesks, you’ll see that the little red number also appears next to “Tickets” in the top menu. Click this to see your tickets list.

From here, you can see all your tickets, along with their department, last reply and status.

NOTE: If you would like to delete a ticket thread, you can do so by clicking on its Status and selecting Delete.

To reply to a ticket, simply click on its number. The ticket number can be found toward the right side of the ticket list, under the TICKET heading.

You’ll be taken to a page where you can read the message, and you’ll see a green “New Reply” button that will open a text editor box where you can compose your return message.

Simply type up your reply (or you can select a canned response, if you’ve created any, from the dropdown menu above the text editor), select the options you want below (such as assigning the ticket to yourself or emailing you if there is a reply), and then click “Send message” – it’s just that easy!

Adding Tags to Helpdesk Customers

This is one of the most powerful and exciting features of Kartra – tagging your Helpdesk customers.

Essentially, you can add any tag you want to your Helpdesk customers, and that tag will follow them through any lists, sequences, automations, etc. that you set up for that tag. That means you can easily see their behavior and interests in their customer profile.

Adding tags to Helpdesk customers is easy:

• • First, to assign tags to Helpdesk customers, you’ll need to enable the “Capture Helpdesk users into leads” feature in the “Automations” section of your Helpdesk setup. If you didn’t enable it during initial setup of your Helpdesk, you can Edit your Helpdesk and click “Save and next” until you get to the “Automations” section.

• Now you’ll see the option field appear called “Assign tags.” This is where you’ll choose the tags you want to assign to all your Helpdesk users. You can even create new tags right from here!

• You can also subscribe all your Helpdesk users to any of your lists (or create a new list right from here), and subscribe them to any Sequences you want. This is a powerful way to grow your lists and automate your follow up with Helpdesk users.

Yep, it’s just that simple. And yes, it’s just that powerful!

Researching Customer Profiles

How much information does Kartra gather about your leads? More than you might think.

Here is the easiest way to see that information:

• Go to My Campaigns on the left-hand menu.
• Click “Leads” in the top menu.
• You’ll see your entire list of leads here.
  • You can quickly and easily narrow down the leads you are looking at by clicking the three dots in the upper right to open the Advanced Filters menu. Then just use the dropdowns to narrow down your view.

• • You can also search for leads by hitting the magnifying glass icon and typing your keyword into the search bar.
• Once you find a lead whose profile you would like to view, simply click on their name and the profile will appear.

• The main Profile page displays the contact info you’ve gathered, what tags this lead has, their Join Date (when they first were saved in the Kartra system), their score (which you can edit) and their value – which will be $0.00 until they buy something. This screen also has an area for any notes you want to add.
• From the other tabs at the top of the lead profile (Lists, Communications, Sequences, etc.) you can see what they’ve been added to, and add or remove this lead from whatever you want. You can also see all their Transactions, their Helpdesk activity and their Log.
  • The Log is where you can view all the communications, tag assignments, sequence activity, etc. that this lead has been involved with – basically, this is everything they’ve done in relation to your Kartra account. If you need answers about what this lead has or hasn’t read, done, seen, etc., this is the place to get them!

See Training 10 here.

See Training 12 here.