Customer support is an aspect all businesses struggle with and for a platform like WordPress it is tenfold. For WordPress businesses that provide stellar support, it often starts with the tool they use because it’s usually the tool that empowers the business. Fluent Support and ThriveDesk are two prominent WordPress plugins that offer solutions for these key business aspects.
Choosing the right tool can be challenging, given the multitude of options available. To assist you in making an informed choice, we’ve prepared a comprehensive comparison of Fluent Support and ThriveDesk. Both plugins have distinct features and functionalities.
このブログ記事では、両方のプラグインの機能、価格、使いやすさ、連携オプションなどについて、詳細な分析を行います。この記事を最後まで読めば、あなたのビジネスに最適なプラグインを選ぶための洞察が得られるでしょう。
Join us as we explore the strengths and weaknesses of Fluent Support and ThriveDesk, helping you make an educated decision to meet your business requirements.
目次
Fluent Support vs ThriveDesk at a Glance
まずは、一目で比較してみましょう。
| 特徴 | Fluent Support | スライブデスク |
|---|---|---|
| 開始価格 | $77/year | $25/月 |
| 主な特徴 | 無制限のチケット ユーザー数無制限 無制限のエージェント SLAs Macros ライブチャット | 無制限のチケット 広範なeコマース統合 メール、チャット、Discordによるサポート WPポータル 無制限のライブチャット モバイルアプリ |
| 使いやすさ | 素晴らしい | 素晴らしい |
| WordPressの評価 | 4.6/5 | 4.7/5 |
| 試用期間 | 試用期間なし | 14日間 |
ThriveDeskの概要
ThriveDesk emerges as the quintessential support solution for businesses seeking effective customer support. It caters to businesses of all sizes, offering a robust yet user-friendly live chat assistant with a special focus on eCommerce entrepreneurs.
Geared towards small businesses, ThriveDesk presents a plethora of features, encompassing a helpdesk software, ticket management, WP Portal, swift replies, effortless file sharing through the chat widget, emoji integration for effective communication, customer satisfaction surveys, eCommerce-oriented sales tracking reports, comprehensive knowledge base search capabilities, and robust monitoring tools and much more.
ThriveDesk’s lightweight, optimized design ensures seamless website functionality without any disruptions. The intuitive and decluttered agent interface guarantees prompt responses for maximum efficiency while maintaining your website’s seamless operation.
Furthermore, ThriveDesk offers a mobile app that empowers businesses to provide round-the-clock customer support from anywhere. They are heavily optimized to ensure that their customers can provide top-tier customer experiences.
Overview of Fluent Support
Fluent Support operates as your personal customer service aide seamlessly integrated into your WordPress environment. Its purpose is to enhance and optimize the way you manage customer inquiries, offering a comprehensive solution suitable for businesses of various sizes.
A standout characteristic of Fluent Support is its ticketing system, streamlining the creation, allocation, and monitoring of support tickets. Bid farewell to the confusion of scattered emails and messages – Fluent Support consolidates everything efficiently.
Moreover, Fluent Support provides customizable forms that allow you to gather specific customer information when they seek assistance, reducing unnecessary back-and-forth communication and expediting the support process for improved efficiency. Additionally, Fluent Support incorporates a knowledge base feature for creating and sharing informative articles that address common customer queries. You also have access to reporting and analytics tools, enabling you to assess your support team’s performance and measure customer satisfaction.
チケット管理
スライブデスク
ThriveDesk’s ticket management capabilities are designed to streamline and organize your customer support operations. With multiple shared inboxes, you can efficiently handle customer inquiries across various channels. The platform supports email ticketing, allowing for a seamless flow of communication. ThriveDesk’s assistive AI enhances response times and aids in prioritizing conversations.
You can easily manage conversation activities, set statuses, and access conversation history for reference. Teammate assignments and inbox access control ensure efficient distribution of tasks among your support team. Additionally, custom auto-replies, HTML signatures, and auto-bcc features offer flexibility and personalization in your customer interactions.
添付ファイルのサポートと会話の統合機能により、包括的で整理されたカスタマーサポート記録を維持できます。共有受信トレイが2つでも無制限でも、ThriveDeskは最高レベルのカスタマーサポートを提供するためのツールを提供します。
One unique component of ThriveDesks ticket management is WPポータルは、WordPressウェブサイト内に直接ヘルプセンターを追加できるツールです。サポートの会話履歴をすべて確認したり、ポータルから直接新しいチケットを作成したりすることも可能です。これにより、顧客は迅速なサポートを受けることができます。
Fluent Support
Fluent Support takes the complexity out of ticket management through its user-centric design, putting businesses in the driver’s seat when it comes to handling customer inquiries. This easy-to-use platform simplifies the process of creating, categorizing, and tailoring tickets, transforming customer support into a seamless and efficient operation.
For heightened efficiency, Fluent Support offers advanced filters and a robust search function, allowing for quick and effective ticket sorting. This streamlines response times and ensures your support agents can effortlessly manage their tasks. Additionally, the system provides a snapshot of your support desk’s status, offering clear visibility into ongoing and resolved inquiries.
Fluent Support doesn’t stop there; it introduces customizable ticket tags, giving you the freedom to label tickets according to your specific organizational preferences. This adaptable approach to ticket management allows you to align support operations with your unique style, enhancing control and simplifying the overall support process.
私たちのおすすめ: ThriveDesk. WPポータル feature of their ticket management is a game changer.
Email Marketing and Automation
スライブデスク
ThriveDesk, much like Fluent Support, focuses primarily on stellar support ticket management, with no built-in email marketing. However, ThriveDesk offers native workflow automation and robust CRM integration through plugins such as Funnelkit and the aforementioned Fluent CRM, which provides comprehensive email marketing and marketing automation capabilities.
Fluent CRMとの連携により、ターゲットを絞ったメールキャンペーンの作成・実行、そのパフォーマンスのモニタリング、そして自動メールシーケンスの設定が可能になります。この連携オプションにより、ThriveDeskはサポートチケット管理と強力なマーケティング機能の両方を求めるお客様にとって魅力的な選択肢となります。
Fluent Support
Fluent Support offers a dedicated tool for email automation known as Fluent CRM. While it doesn’t come bundled with their support software, Fluent CRM delivers robust email marketing and marketing automation features.
You can create and send targeted email campaigns, monitor their performance, and establish automated email sequences. This integration, provided by Fluent Support, makes it an appealing choice for merging support ticket management with marketing capabilities.
It also provides some native workflow automation as well.
Our pick: Fluent Support.
ライブチャット
スライブデスク
ThriveDesk on the other hand offers a 堅牢なライブチャットソリューション 顧客サポート機能を強化するツールです。リード識別、ユーザーおよび訪問者情報、リアルタイム訪問者トラッキング、即時返信などの機能により、リアルタイムのインサイトを提供し、顧客からの問い合わせに迅速に対応します。ThriveDeskのブランド化可能なチャットウィジェットはWebとモバイルの両方に対応しており、一貫したブランドイメージを維持できます。
You can also seamlessly transition chats into tickets, ensuring no customer query goes unaddressed. Moreover, the integration with app and knowledge base services, along with multilingual support, empowers your team to deliver efficient and personalized assistance to customers, making it a valuable asset for your business.
Fluent Support
Fluent Support, as a customer support software, lacks a live chat feature, which is a significant drawback for businesses seeking real-time engagement with their customers. Live chat has become an essential tool for instant customer support and issue resolution.
Its absence in Fluent Support’s offerings can result in missed opportunities for prompt and efficient communication with customers. This limitation may lead to customers’ frustration due to delayed responses, impacting their satisfaction and overall customer experience. To maintain a competitive edge in the customer support software market, integrating a live chat feature for immediate support is essential.
私たちのおすすめ: Thrivedesk. They provide a live chat and Fluent doesn’t. Live chat is an essential feature for WordPress.
レポートと分析
スライブデスク
ThriveDeskは最低限の機能しか提供していない reporting and analytics stats to help you determine the performance of your support. You have access to data such as the number of tickets assigned to particular agents, their average resolution times and the customer ratings they received. They keep it strictly functional.
Fluent Support
Fluent Support excels in this realm by offering extensive reporting and analytics capabilities that provide in-depth insights into your team’s performance and overall business operations. It goes beyond basic statistics, delivering comprehensive data that enhances your understanding of your team’s dynamics. These reports include personal insights, agent performance metrics, individual agent summaries, hourly activity analysis, product-specific statistics, and comprehensive business performance reports.
私たちのおすすめ: Both are pretty limited in comprehensive reporting and analytics features.
価格とプラン
スライブデスク
| スターター | $25/月（4席） |
| プラス | $85/月（10席） |
| 企業 | $25/シート/月（最低10シート） |
Fluent Support
| Single Site License | $77/year |
| Agency License | $149/year |
| 50 Sites License | $239/year |
Both Fluent Support and ThriveDesk offer a variety of pricing plans to choose from. However, with ThriveDesk you get more bang for your buck. Even their most basic plans come equipped with 2 mailboxes included, 1 knowledge base, live chat assistants, internal notes with @メンション、タグ付け、基本的な自動化ルールなど、さまざまな機能があります。
Overall, ThriveDesk just offers better value for the money than Fluent Support. It offers more features and flexibility, and it is more affordable for mid to small sized businesses.
Our pick: ThriveDesk. Better value for money.
使いやすさ
スライブデスク
ThriveDesk is a helpdesk solution that shares a commitment to user-friendliness. Its intuitive interface caters to users of all skill levels, providing a seamless experience in managing support tickets. Beyond ticket management, ThriveDesk simplifies the onboarding process cutting down required learning time for new reps. They have a clean and clutter free dashboard allowing a clear visualization of open tickets, metrics and agent activity.
As part of its user support, ThriveDesk offers comprehensive documentation and resources which are instantly searchable and shareable from their knowledge base design, making it a quick and accessible option for those new to supporting plugins. There are also features such as ticket routing and macros which make it an overall human friendly software.
Fluent Support
Fluent Support is designed with user-friendliness in mind. It offers an intuitive interface that makes handling support tickets, email marketing, and marketing automation accessible to users of all skill levels. Setting up email campaigns and automated sequences is streamlined to enhance user productivity.
The Fluent Support team also offers robust documentation and support resources. If you’re new to CRM and support plugins, these resources can help you get started quickly and make the most of the tool.
Our pick: ThriveDesk. Better and more user friendly design.
統合オプション
スライブデスク
ThriveDesk is a very capable support ticket management tool but It also includes features for email marketing and marketing automation, which means it integrates with email marketing platforms and third-party services to provide a seamless experience.
彼らが提供する統合のいくつかを次に示します。
- ワードプレス: Connect WordPress data to ThriveDesk and enable the use of WPPortal on your WordPress site.
- ウィックス： Wix の顧客にライブ チャット、電子メール、ナレッジ ベースのサポートを提供します。
- Google タグ マネージャー: Google タグ マネージャーを使用して、ThriveDesk Assistant を Web サイトに追加します。
- Joomla!: Joomla ウェブサイトでライブ チャットを設定します。
- 深いeコマース統合: ThriveDeskを統合する と WooCommerce, SureCart, Easy Digital Downloads, そして フリーミウス。
- スラック： ThriveDesk を Slack に接続して、コミュニケーションとコラボレーションを効率化します。
- CRM: FunnelKit や Fluent CRM などの多数のサービスとソリューションにアクセスできます。
Fluent Support
Fluent Support is designed to be more than just a support ticket management tool. It includes features for email marketing and marketing automation, which means it integrates with email marketing platforms and third-party services to provide a seamless experience.
彼らが提供する統合のいくつかを次に示します。
- ウーコマース & EDD: Let customers open support tickets against orders and select store products for queries. View customer orders and purchase history from a ticket view.
- Membership Plugins: Integration with Restrict Content Pro, Paid Membership Pro, and Wishlist Member. View member’s membership information from a ticket view.
- Learning Management Systems (LMS): Integration with LearnDash, LifterLMS, and TutorLMS. View student details when supporting.
- BuddyPress / BuddyBoss: Get a detailed overview of community members from the ticket overview.
- Smart Automation: Leverage the power of workflows and saved replies for automated responses, internal notes, priority setting, and agent assignment on customer queries. Implement manual workflows for task automation on selected filtered tickets, making it easier to automate multiple tickets with a single click.
私たちのおすすめ: Both plugins offer valuable integration options, but the extent and type of integration will depend on your specific business needs. Consider the tools and services you currently use or plan to implement, and evaluate which plugin’s integration options align better with your workflow and goals.
カスタマーサポートとドキュメント
スライブデスク
Experience top-tier customer support with ThriveDesk. Their team is dedicated to your success, ensuring that your queries are addressed promptly. Whether you choose to reach out via chat, email, or Discord channel, you can expect swift responses within minutes, not hours. Their support representatives are not only quick to assist but also deeply knowledgeable.
彼らの 学習ページ is a masterstroke as well. It contains well-made and thorough video documentation that takes you through various “How to” style videos that make using their software and understanding their features a cinch. It can be extremely helpful for users during the onboarding process.
彼らはお客様の質問を理解し、明確で簡潔なガイダンスを提供するため、ThriveDeskとのやり取りは驚くほど効果的です。彼らはお客様の成功を最優先に考えており、卓越したカスタマーサポートを通じて、お客様がThriveDesk体験を最大限に活用できるよう尽力しています。
Fluent Support
Fluent Support is dedicated to providing reliable customer support as well. They offer multiple support channels, including email and a support forum and customer portal where users can seek help and advice. The Fluent Support team is responsive and strives to assist users in resolving their questions or concerns.
In terms of documentation, Fluent Support offers a comprehensive knowledge base that covers various aspects of using the plugin. This resource can be particularly useful for users who prefer to access information independently and troubleshoot any potential issues.
私たちのおすすめ: Both plugins offer robust customer support options and comprehensive documentation. Your choice between Fluent Support and ThriveDesk will depend on your preference for support channels and the level of independence you require when using the plugin.
ユーザーレビューと証言
スライブデスク
スライブデスク has mostly positive reviews. Users particularly appreciate its robust ticket management, sleek and user-friendly UI, live chat and the availability of a mobile app which allows them to provide support on the go.
It holds a modest 4.8/5 G2 rating with user reviews such as
Fluent Support
Fluent Support has received positive feedback for its versatility. Users appreciate its robust ticket management features, email marketing capabilities, and marketing automation, which provide a holistic solution for managing customer interactions.
Many users find Fluent Support to be a one-stop solution for customer support and marketing, which streamlines their workflow and simplifies communication with customers. It holds a modest 4.6/5 WordPress rating with user reviews such as
However, some users have mentioned that their customer support can be unresponsive for long periods, which creates problems for customers.
各プラグインが実際のシナリオでどのように機能するかを理解するには、ユーザーからのフィードバックやレビューを読むことが不可欠です。これらの洞察は、メリットとデメリットを比較検討し、特定のビジネスニーズに最適なプラグインを決定するのに役立ちます。
私たちのおすすめ: ThriveDesk. On average, ThriveDesk’s customer service agents reply faster than Fluent Support. Quick and efficient customer support is hard to compete with when it comes to preference.
セキュリティとデータプライバシー
スライブデスク
ThriveDeskはデータセキュリティを非常に重視しています。堅牢な対策を講じることで、顧客情報の保護とプラットフォーム上でのやり取りの安全性を確保しています。ThriveDeskへのアクセスには二要素認証が採用され、Secure Shellプロトコルはパスワードで保護されています。インフラストラクチャは潜在的な脅威への耐性を高めるために継続的に強化されており、すべてのサーバーには定期的なセキュリティアップデートが適用されます。
They host their servers in EU regions, maintain Denial-of-service protections, and implement a comprehensive monitoring system to identify issues proactively. Their encryption practices follow state-of-the-art techniques, including strong TLS keys and Forward-Secrecy, guaranteeing the confidentiality and integrity of customer data. ThriveDesk complies with GDPR regulations to safeguard customer privacy.
Fluent Support
Fluent Support prioritizes data privacy and security. They collect personal information, including order details, and automatically gather device information as users interact with the site. To safeguard personal information, Fluent Support employs encryption and digital signatures for sensitive data exchanges.
They are transparent about data collection and usage, ensuring users understand how their information is processed and their rights to access, correct, or delete their data. Additionally, Fluent Support is actively working to implement General Data Protection Regulation (GDPR) principles, demonstrating their commitment to staying compliant with evolving privacy regulations.
私たちのおすすめ: ThriveDesk。GDPRの原則を実装し、透明性を重視していることを明確に述べているため、プライバシーや進化するプライバシー規制へのコンプライアンスを懸念するユーザーにとって、より高いレベルの安心感を提供できる可能性があります。
Making Your Decision: Fluent Support vs ThriveDesk
You’ve conducted a thorough comparison of ThriveDesk and Fluent Support, exploring their features, pricing, user-friendliness, integration capabilities, customer support, and user experiences. Now, it’s time to decide which solution best suits your business’s unique requirements.
Prioritize Your Needs: Start by defining your business priorities. Are you primarily focused on efficient support ticket management, or do you seek a more comprehensive tool that includes marketing automation and email marketing? Clarify your specific needs.
Budget Considerations: Carefully assess your budget and select the solution that fits your financial constraints. Both plugins offer free versions and paid plans, so choose the one that delivers the most value for your investment.
Team Skills and Workflow: Consider the proficiency of your team and your current workflow. If you have a support-centric team and require a straightforward, user-friendly solution, Fluent Support may be your ideal choice. For businesses seeking a broader platform that combines support with marketing and customer management, ThriveDesk could be the right fit.
Integration Alignment: Take into account your existing and planned toolset. Ensure that the chosen plugin seamlessly integrates with your ecosystem to streamline your business operations.
Support and Resources: Assess your preference for support options and the importance of documentation. Select a plugin that aligns with your preferred support channels and your reliance on self-help materials.
Real-World Insights: Lastly, factor in the experiences of other users. Reading reviews and feedback from fellow businesses can provide valuable insights into the practical performance of each plugin.
あなたのビジネスにはどれを選ぶべきでしょうか?
Fluent Support offers very support specific features, encompassing support ticket management, email marketing, live chat and marketing automation. While its feature set is versatile and suitable for businesses looking for a one-stop solution for support and marketing, it also places a high value on data privacy and security. Fluent Support is actively working to implement GDPR principles, showcasing its commitment to compliance with evolving privacy regulations.
一方で、 スライブデスク サポートチケット管理、ワークフロー自動化、ライブチャットなど、幅広い機能を提供します。ほとんどの中小企業に最適なだけでなく、大企業にも対応可能で、データのプライバシーとセキュリティにも高い価値を置いています。
最終的に、これら2つのソフトウェアのどちらを選ぶかは、ビジネスの要件を中心に決定されますが、これらの要件が強力なチケット機能、バランスの取れたデザインのUI、手頃な価格で最高の顧客サービスにつながるのであれば、 スライブデスク ぜひお試しください。
