Question

What is the best tool for customer support?

And does your team use one app for email, another for live chat? Or do you have one app to handle everything?

Mentioned
#Customer Support #Desk #Front #Help Scout #Intercom #Zendesk #Freshdesk #Teamwork Desk
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SudhamaBhatia's avatar
5 months ago

If you are bootstrapped and want something that works well, try Crisp Chat
https://crisp.chat

3 points
maguay's avatar
@maguay (replying to @SudhamaBhatia )
5 months ago

Neat—what's your favorite thing about Crisp?

1 point
SudhamaBhatia's avatar
@SudhamaBhatia (replying to @maguay )
5 months ago

We were able to get a lot done with their free tier for my previous startup

And they had the mobile app so could respond to people pretty easily. This may seem like a parity thing these days but to get it in the free version was great !

1 point
cbrown's avatar
5 months ago

Intercom has worked well for us as a growing startup. They have conversations (tickets) that can be updated via chat or email. They also have articles and outbound email options.

The big downside of Intercom is the cost, and how it creeps up as you grow.

1 point
maguay's avatar
@maguay (replying to @cbrown )
5 months ago

Yeah, Intercom's pricing seems like it can go up quite quickly since it's billed on active people/customers not just your team's user size. Plus they have so many products to pick from.

How much did your team end up spending on Intercom, if you can share a ballpark figure?

2 points
cbrown's avatar
@cbrown (replying to @maguay )
5 months ago

Around $600-$800/mo now, depending on how often we send marketing emails.

Intercom charges per active user. Active user = logged in OR received an email in the past 90 days. So when we send a marketing email to all of our users and leads, the active count goes way up.

2 points
maguay's avatar
@maguay (replying to @cbrown )
5 months ago

Oh wow.

Seems like it'd almost be cheaper to keep a separate app (MailChimp/Customer.io/et al) around for marketing emails, in that case.

1 point
cbrown's avatar
@cbrown (replying to @maguay )
5 months ago

Yes for sure. I'm looking into that. Intercom also doesn't have the ability to manage multiple unsubscribe groups, which is a big problem.

2 points
quietnotion's avatar
5 months ago

FrontApp.

We are heavy on email and don't offer live chat support (although I believe they offer it). The integrations are great and it is swift to get new staff working on it without training.

1 point
maguay's avatar
@maguay (replying to @quietnotion )
5 months ago

@quietnotion Curious, does your team use Front for personal business emails (e.g. to their personal name@yourcompany.com address) also, or do you use it solely for support@yourcompany.com style shared email addresses?

2 points
quietnotion's avatar
@quietnotion (replying to @maguay )
5 months ago

Good question.

We leave it to staff to decide which app (gmail interrace of google apps, front, etc) for their individual email (name@yourcompany.com).

For shared email where team interactions often happen, it runs through Front. So, support@, onboarding@, etc.

2 points
maguay's avatar
@maguay (replying to @quietnotion )
5 months ago

Gottcha, thanks for sharing! Seems like the ideal Front usecase is to use it for all work email, both personal and shared. What's your team's favorite thing about Front for shared email?

1 point
quietnotion's avatar
@quietnotion (replying to @maguay )
5 months ago

Our best tools are those that we notice add a lot of utility but we don't have to think about a whole lot. Front just does the shared email function very well. We onboard a new hire, add them to front and a shared inbox or inboxes, start assigning them chains and off they go. We don't see much fall through the cracks.

My favorite aspect is the zapier integration options with Front.

2 points
maguay's avatar
@maguay (replying to @quietnotion )
5 months ago

Very cool. Leaning strongly towards using Front for our customer support emails—though not sure on paying the extra for Twitter inboxes, and may just continue managing those in Tweetdeck. Have you used Front's Twitter integration enough to have an opinion on its value?

And what are some of your favorite Zaps for Front?

1 point
quietnotion's avatar
@quietnotion (replying to @maguay )
5 months ago

We don't have experience with the twitter add-on.

Some zaps we use with Front automatically send personal kickoff emails while tagging the assigned staff, tagging orders with relevant information and anything else that keeps the chaos of customer communications in sync with the single point of truth in our database.

1 point
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