The reason we built uCare initially is because we are a company that offers online support to our clients, and needed a system that:
1. Is professional, visually appealing and can be easily used by anyone
2. Flexible, and can be customized to suit our needs
3. We can self-host, so we have full access and control of our data and maintain our clients’ privacy
4. Tied to our E-Commerce platform
5. Doesn’t have any limits on number of agents, tickets, or lock us with very expensive per-agent pricing model
This ruled out all types of hosted help desk solutions, such as Salesforce desk.com, Zendesk, Zoho Desk, Freshdesk and all other hosted software. They are all amazing applications, with tons of features, user-friendly and so on. But most of them charge per agent, and the re-occurring fee gets out of control the more features you add. Also, our data would be in their hands, which is another major turn-off.
We turned to the WordPress plugin repo, and found many support systems and help desks and tested all of them. A couple definitely stood out between the rest for having really great features and functionality, but they lacked the help desk look that we wanted. We want our customers to see something that looks better than a Gravity Form on a page. We also want our agents to have an interface that is cleaner and simpler to work with than the WordPress dashboard.
Hence, the idea of uCare. A free help desk plugin for WordPress, that has no usage limits whatsoever, which is as user-friendly and professional as any of the hosted software. We started using uCare to provide support for our own customers the moment we had a stable version, and we love it so much that we believe every company that offers support should use it, hence why it’s free. Once we published it on WordPress.org, we started getting feedback and recommendations from users. And at this point, user feedback is the main driver for the new options we’re adding into the system.
We have many features planned for this plugin. Take a look at the plugin roadmap to learn about the upcoming changes.