I'm deciding on a universal inbox (including whatsapp, bots and ai) and helpdesk platform. Would like to have a all in one solution, but never worked with cs before. What questions are important? What are common problems in B2C companies with customer support and omnichannel experience that I should be aware of?
- Can we have an integrated view of the lead? Easily see previous customer interactions across channels?
- Are the conversations assigned to agents automatically or manually?
- Can I organize queues?
This is a great time to do the research as you’re starting fresh and don’t have any existing expectations from your team for what your product needs.
More than talking to the company providing the customer support tool, the big thing I’d recommend is thinking through what your team needs from a customer support app. Do you want to have a built-in documentation tool, or do you already have a tool to manage documentation? Would you want to integrate the support tool with your internal software and existing customer data? Do you want to let everyone answer any emails, or auto-assign emails based on certain criteria? Or would you rather something simple?
Our team recently wanted to have an inbox for team emails and SMS messages (via Twilio), and settled on Front for our team. It’s more like your standard individual email app, with an inbox and tags and keyboard shortcuts for replies—and fewer of the customer management tools you might find in a more detailed support app. What it does well is that it’s easy to use and didn’t require much setup, lets you add notes about conversations then assign them to others to pass things off, and let us manage SMS as easily as email. And if you take the time to add people’s emails and phone numbers, you can at least tie conversations together no matter which medium they come from.
Are there any platforms you’re considering right now?
Depending on the site traffic, you might find crisp.chat better suited to B2C (unlimited members and visitors).
Another option is quickwork.co. I am currently evaluating their "zapier-like" option for a client. But they have an interesting chat product as well. Not sure about the pricing though.
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