What is your favorite software for responding to customer support inquiries/requests and why?
The Young Entrepreneur Council (YEC) is an invite-only organization comprised of the world’s most promising young entrepreneurs. In partnership with Citi, YEC recently launched StartupCollective, a free virtual mentorship program that helps millions of entrepreneurs start and grow businesses.
1. Help Scout
We’ve tried full suites like Zendesk, but we feel like those solutions are always too bloated for our needs. We enjoy having personal connections with our customers, and there’s no better way to do that than making the layer between us and them as thin as possible. Help Scout does a wonderful job of this by being completely transparent to the customer, but well-organized for our customer support.
2. Rhino Support
Rhino Support is one of the fastest loading customer support platforms we tested, and it allows my whole team to assign, answer and collaborate on tickets together. It also has a simple way to create canned responses and ping someone via email if they have a ticket to respond to, as well. We’ve found it to be easy to use, and it works just like email, except better.
I know, I know. Twitter is not actually made for customer service, but that doesn’t make it any less useful. The platform is widely used, so people are familiar with how it works. It is highly searchable and indexed. It is updated in real-time. And it’s inherently rant-proof (who can rant in 140 characters?). There’s a reason so many companies use it for customer service. It’s fantastic for the job.
I love that Intercom treats our customer requests as a conversation and not a ticket — our team can have a high-level view of their inboxes and a granular level view of what’s going on with each conversation at a time. It’s really enabled our support team to work together more holistically.
I used to use their competitor, but it raised rates and failed to deliver new features, while Freshdesk has doubled down on adding great features and offering a much more startup-friendly pricing scheme. With Freshdesk, no support requests will fall through the cracks, and customers can rate our team’s responses with the built-in feedback engine.
Our team uses Zendesk because even with all of its features, the tool is still easy to use. One of our favorite aspects of the software is the ability to help our users via email, chat, phone and even Twitter, all from the same place. Zendesk’s Help Center tools helped us build an online knowledge base where our users can learn about Enplug and easily find answers to common questions.
Having been around for a while, Kayako has had time to develop their product and make it extremely secure and stable. The software allows all the capabilities of everything else out there like Freshdesk or Zendesk at a fraction of the price. For a cost effective solution that will give you enterprise customization options, Kayako is the way to go.
When it comes to customer support, we find that it’s easy to set up a dedicated email inbox just for customers and to make sure an email-based CRM program like Streak is installed. The dedicated email inbox makes it easy to track incoming requests and to respond quickly from anywhere. Streak makes it simple to integrate template responses, so replies can be as quick and effortless as possible.
With Desk, you can respond to customer inquiries from every channel all in one place. Not only that, but it makes tracking the conversation with each customer easy, as they come in the form of a ticket. Each ticket can be assigned to various team members based on their expertise to answer that customer’s question or request.
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