What platform do you use for customer support?

Question

JDS · Accepted Answer

Actually, I just use Discord.

Valerii Androshchuk · Answer

Intercom covers a lot and costs a lot too. There are definitely good affordable alternatives, especially if you don't need any fancy stuff.

Olya Zabalkanska · Answer

@marketa_chalupnikova Thanks !

Valerii Androshchuk · Answer

@jdsemrau isn't it optimized mostly for gaming? I don't think there are enough integrations for business

Sophia Watt · Answer

zendesk

Olya Zabalkanska · Answer

@jdsemrau oh that's intresting

Kit Fach · Answer

We use Crisp and we've really loved them. Much more affordable than intercom and provides enough features and usability to scale effortlessly.

We also found that providing automated responses outside of our main working hours that lets people know we'll be back at a certain time, and gives a quick link to some resources that might help, and then giving a more useful personal response even as much as a day later pays off huge dividends even if it means a slower time to resolve tickets.

Using this strategy we've been able to keep our customer success team small and lean and have gotten way more positive reviews and solved problems.

We always have the ability to answer a question outside of our normal support times if it's a more emergency question, but by setting expectations for our customers of when we're available we've saved ourselves a lot of headaches. If you make your chat available 24/7 people abuse it and don't even appreciate it as a feature.

Marketa Chalupnikova · Answer

We use open-source tool Chatwoot and it is realy nice and easy to use platform.

Lirian Ostrovica · Answer

We have been happy with HelpScout

JDS · Answer

@valerii_androshchuk It is a forum app. Hence it is content agnostic. While we use it for direct connection with our clients, it is not a perfect solution.

What platform do you use for customer support?

Replies