There are many ways to integrate the WonderDesk with your website. We will explain how we suggest to do it according to how it was designed, but you may have other ideas than we do.
The WonderDesk was originally designed to replace all of the support email addresses on your customer support page. Most companies start off their online presence by putting up email addresses. The main problem with that is, email inboxes can get messy fast. You can’t always get the desired information from your customer. Inconsistent email text will not allow your company to generate statistics or find weak areas that need to be improved. When an email goes to 1 inbox, it can’t be easily shared and organized with other technicians.
This is why the WonderDesk was created. Research has proven that customers are very willing to use a help desk if they understand it benefits your company, which in turn, benefits the customer. So here is what we suggest. On your "Contact Us" page and/or "Support" page, remove your email addresses and replace it with the WonderDesk. Many companies like to put up a short paragraph explaining the help desk.
"To contact us, please use the Help Desk link below. This help desk allows us to work fast and efficiently to benefit you. We will get in touch with you as soon as possible, Thank you."
At this point you could use a Help Desk link to the WonderDesk, or you could directly link your Contact Us and/or Support page to the WonderDesk. You will need to decide how you want to allow your customers to be able to add a new call to the WonderDesk.
There are 3 methods:
1. You can allow them to add a call without a tracking account.
2. You can allow them to add a call with a tracking account.
3. Or you can offer both ways.
On our website, www.wonderdesk.com, most of our customers that need to contact us only contact us 1 or 2 times, so we chose to use the first method which does not prompt them for a username and password. Click the following link to see an example:
http://www.wonderdesk.com/contactus.html
To link to your WonderDesk for method #1, use this format:
…/wonderdesk.cgi?db=default&uid=default&from=&language=english&add_form=1
We used frames to do it on our site. The right frame loads up this page:
Method #2 is the most common and the a link looks simply like this:
http://www.webwonderland.com/cgi-bin/contact/wonderdesk.cgi
Method #3 consists of providing both option links to your customer on your support page.
Something to consider, the WonderDesk was designed to handle all of your incoming calls. If you use the WonderDesk and you still have email addresses on your website, you run the risk of calls slipping through the cracks.
To link to your FAQ database, use this format:
../wonderdesk.cgi?db=faq&uid=default&from=&language=english
The next section show’s advanced ways to link to the WonderDesk