What's a good product for customer support?

Question

Looking for a reliable, well designed product that can support the following:

1. Multiple inboxes - gmails, emails, google groups
2. Knowledge base(s)
3. Teams
4. Features like - tagging conversations/notes, Internal Notes, Saved replies, Assign mails/messages
5. Can have customer data from our database
6. Integrates with live chat
7. Cost-effective (one that charges per user) reliable, well designed product

Lukas Mehnert · Accepted Answer

Hi Namrata,
Smartlook gives you the possibility to connect support tickets to videos. 
So you are able to replicate errors easily. 
Checkout Kiwi.com how they are using Smartlook in combination with support tickets:
https://www.smartlook.com/blog/kiwi-com-uses-smartlook-to-verify-customer-issues/
Hope that helps,
Lukas

CMO at Smartlook
www.smartlook.com

Roman Eaton · Answer

I think it is a really good tool! We are very proud of the team that stands behind the whole product. We are a team of 60 for now. And we keep growing Dashly and all the businesses of our customer.

Daria Zwierz · Answer

It's the combination of live chat & help desk software with a ticketing system. The tool comes with many agent features (tagging, message sneak-peek, canned responses), and offers native integrations with Knowledge Base and ChatBot. Good design and decent pricing.

Daria Zwierz · Answer

It’s a ticketing system that lets you automate customer communication and build relationships with leads. It gathers all incoming emails, requests from web forms, and stores them in one system.

Tejas Kinger · Answer

I'd suggest trying Freshdesk. It covers the 7 asks that you have and is priced quite affordably. It comes with a 30 day trial as well. Give it a spin.

Daniil Kopilevych · Answer

HelpCrunch is a great all-in-one customer support solution.
Check it out 
https://helpcrunch.com/

Peter van Teeseling · Answer

Simple to implement yet powerful in use.

David Cacik · Answer

It ticks all the requirements a small/medium team might need and it very startup friendly priced

Arun Sathiya · Answer

Freshchat is a powerful, full-featured modern messaging software for sales and customer engagement. Made for web and mobile chat. Powerful Intercom-alternative.

sivaram · Answer

Simple and intuitive. It has all the necessary features for small and medium-sized businesses

John Ababseh · Answer

HelpScout has a ton of options for customer support that fits the criteria you're looking for.

Javier Iglesias · Answer

Simple and customizable. As they say: "without all the crap you don't need"

Vitasya Fedor · Answer

Something like this with good https://www.pngix.com/ Will help with filling in emails, can integrate data into live chat

Fabian Maume · Answer

Powerful tool to collect customer feedback and prioritize customer support action. Integrate well with Intercom

Ivan Burban · Answer

try it!

Jernej Pavlič · Answer

Most of our support inquiries come through email. If you manage an email account like support@ or helpdesk@ with other people, this might be the best app to help you manage that.

It lets you assign and resolve emails with a simple click. This way my team members have a clear overview of the daily workflow and save up a lot of time, as they are not switching between multiple apps anymore. Also, a big plus is the integrated chat function for single or team chatting (emojis and GIFs😎 included) and the discussions around and emails - loops, which replace forwarding or BCCing people to emails.

Answer

Amazing and Simple, their free plan is great and plugins are very helpful, only feature missing is GDPR support like others

Ganesh Mukundan · Answer

With Hiver, you get to turn your Gmail inbox into a help desk. Teams don't have to migrate and learn a new tool - they can get started on Hiver within minutes. The platform is intuitive, easy-to-use and also inexpensive. It allows support teams to assign tickets in a single click without having to forward or CC emails.

There's visibility across the entire team on which rep is working on what ticket and what's the status of all the individual tickets. Your team members can also discuss customer tickets using notes which are attached to every email thread, instead of sending more emails.

Integrating Hiver with other tools is easy - you can do this using Zaps. The platform also comes with a 14-day free trial.

Vitaliy Verbenko · Answer

Helprace is a easy-to-use help desk with all the features you listed. It's also a knowledge base, community, and feedback management system. All cleanly integrated with one another. You can disable things you don't need and only pay for what you use.

Answer

We use Groove. It is really easy.

Alex · Answer

I suggest you try Jitbit, it includes everything you might need from a customer service app, livechat, Knowledge Base, even rule-based chat bots

Marcus Andrews · Answer

Conversations is going to give you live chat, shared inbox, a CRM, and more all for free. Add HubSpot Service Hub as well and you'll get knowledge base and a customer feedback survey tool. Could be a great fit, especially if you want your service tools to be CRM driven.

Nick Timms · Answer

Everything Inbox all from inside Gmail

Ana Topoljski · Answer

It's a fine combination of shared inbox, chatting, emails and discussions around an email all in one app. You can create and operate with teams and add multiple inboxes. The pricing is also reasonable.

Anastasia Popova · Answer

Deskun fits almost every criterion from your list. It's a simple and very affordable tool.

Rémi Delhaye · Answer

No brainer if you're a Slack user!

Ian Mikosz · Answer

A wonderful software that offers live chat powered by chatbots. You can integrate your email and messenger into the panel so you can reply easier. They have a feature-rich free option and you can upgrade pending your need whether more chatbot triggers or upgraded live chat options (upgrades are only $15 a month). Also the customer service is top knotch and they reply quick with full information to answer any questions.

Dwayne Charrington · Answer

In case you are a startup or a business who is less aware of what should be the features of a good customer support tool, here is some help for you.

The product should be simple to use with no need for training.
You should have access to multiple inboxes.
Automatic notifications can be sent to users and customers
Split the parent ticket into child tickets
Integrated with live chat, knowledge base, and survey maker.

Aline Tan · Answer

We are using Freshdesk for our new product ElasticRoute and it's really easy to use!

destination sound · Answer

I second this. For a free option for startups, this is awesome! up to 3 customer service users for free, and it has a simple JS header code to get it working.

Utsav Patel · Answer

HelpScout is all in one software for customer-facing teams. It offers you Live chat, Helpdesk & Support ticket.

What else do you want?

Swetha Sharma · Answer

Faasthelp has all the features you are looking for and for an affordable price, simple, easy customer support engagement software
Simple live chat,  Easy helpdesk ticketing system where you can add any number of agents with no additional costs, a knowledge base where you can add any number of questions and also an additional feature of Knowledge base questions is that you can add visuals, screenshots to the questions for better understanding.