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Mehrab

How do you handle customer support?

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Hello guys, as you might know, I'm working on an all-in-one customer support solution, so I would love to know how are you dealing with customer support. Do you prefer Livechat, a ticketing system, or email? Do you think which of those your customers prefer more and what is the major problem in your current operation?

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With what I’m creating, it will be email based. Eventually maybe ticketing. I don’t think I will need live chat. For me biggest issue maybe reporting website issues like bugs. Maybe subscription cancellations
Mehrab
@slimmy82 Interesting, for me, if I need to reach support, email is always the hard part, I'd like to be able to submit a message to the business directly from their website, it kinda feels like I will get my answer faster, or at least if they use a live chat widget, I could know how much is the wait time for them to answer my question.
@thisismehrab actually you bring up a valid point. A little chat bot you can use on the same page the user is having issues without needing to click on contact page.
Mehrab
@slimmy82 Well, that's cool I see our product is fully capable of what you think is good for customer support! 😄 We have a help center, directly into the chat widget, so when users are looking to contact you, they might find the answer themselves! We use ChatGPT to help you build a chatbot that can answer your customers based on your website data, and help center and if it fails to satisfy them, then escalate the question to you! I would love to connect with you and wrap up a demo for your business based on your needs
@thisismehrab we haven’t launched yet. Planning to launch in January 2024. Happy to connect, but is it like a zendesk solution?
Mehrab
@slimmy82 Well, we are more focused on live chat, and trying to minimize every other aspect that might be required for a new biz at the start. But also also added lot of useful features that might be available on Zendesk or similar products.
Shajedul Karim
hey Mehrab, customer support's a tough one, isn't it? livechat's quick, ticketing's organized, email's familiar. what do customers like? fast answers and feeling heard. biggest problem? keeping up as your business grows. what's working for you in customer support? would love to hear your tips and struggles.
Mehrab
@shajedulkarim_ Well, I'm working on a solution that can be simple yet powerful, and also as you mention be able to grow and reduce your effort, as your business grows! So by combining the power of AI, and allowing humans to work beside it, I'm on the way to fixing the problem you mentioned :)
Eden
Unfortunately for my company we don't have customers yet :D but where I work full time we use Zendesk for customer support
Mehrab
@entreeden Rooting for you Eden, hope you can get that first paying customer as soon as possible, I would love it if you consider us for your support operation, I believe even our free tier could be beneficial to you! But may I also ask what is the main use case of Zendesk in your company? what features of it does your company use most? or is there anything that you guys don't like in Zendesk?
Eden
@thisismehrab Thank you, Mehrab! At my full time job my understanding is that it's used for customer escalations or questions. I'm an engineer so I don't know as much as our CSMs but I know there's things like Zendesk being mapped to JIRA is an important thing
Salim Lunat
I prefer using a ticketing system for managing customer support related to my Webestica Webflow Templates It's handy for keeping things organized and responding systematically. In developing an all-in-one support solution, consider these aspects: - Ticketing System: Backbone for structured support. It allows categorize and address issues more efficiently. - Live Chat: For organizations that need to provide instant assistance. - Documentation: Having integrated FAQs or documentation within the support system is a game-changer. Users can find answers quickly without the hassle of navigating multiple platforms. - Analytics Integration: Use tools to see how well support is working - Automation or Pre defined replies Features: Use automatic tools for tasks that repeat a lot, so you can fix issues faster.
Mehrab
@salimlunat Thanks for your answer, I see you are also launching soon so rooting for you! Well, you've made very good points as already we have most of these features, except ticketing, and analytics is going to be added before our launch. But why do you choose ticketing over live chat? the good part about live chat, as you mentioned is it gives the feel of getting faster responses, or at least it can be shown how much it takes for your team to respond, so users would have clear expectations. What do you think if the users start from a live chat session, which allows them to open multiple sessions (kinda like ticketing systems), and also you can add all the necessary data you think is needed for categorizing all these sessions?
Jane Nguyen
Our product is currently supporting live chat 24/7. It'd be always easier and more convenient for customers when they need assistance to set up our app and report any issues instantly. Plus, through live chat, our supporters can suggest customers to use the app's features, sharing more tips to them!
Mehrab
@janef_ Exactly! Live chat is right now the best and most convenient way for both side! May I ask what tool are you using right now? is there anything you like about that tool and is there anything that you dont like it?