Ask HN: What SaaS customer service tools does your startup use? • Hacker News Board

Re: Ask HN: What SaaS customer service tools does your startup use?

#11

Post by thebitmonk » Fri, Mar 10, 2017, 1:39 PM UTC

graystevens wrote: post #6

nikentic wrote: post #5

Groove ( https://www.groovehq.com/ ) only. We're super happy with it!

Groove is who I went with, after looking into this area. Very happy with it so far, the on-boarding was perfect with its step by step setup. Would certainly recommend.

We have used Groove and really liked the simplicity of the software. However as use cases matured we realised that doing SEO on the knowledge base articles is not possible.

Re: Ask HN: What SaaS customer service tools does your startup use?

#12

Post by manoj_venkat92 » Fri, Mar 10, 2017, 1:46 PM UTC

Freshdesk at Gozoomo.

Re: Ask HN: What SaaS customer service tools does your startup use?

#13

Post by anarchitect » Fri, Mar 10, 2017, 2:03 PM UTC

yalooze wrote: post #10

HelpScout ( https://www.helpscout.net/ ). Brilliant piece of software built by a bunch of people that really care. Regular new features and improvements, an intelligent help desk that just gets out of the way, and docs for customer self-service (they have a private option for docs which we use for internal knowledgebases too)

We're not a startup, but we've had great success with Helpscout too. Our customer service team absolutely love it, to the point where it's difficult to convince them that Intercom is worth trying!

Re: Ask HN: What SaaS customer service tools does your startup use?

#14

Post by colinbartlett » Fri, Mar 10, 2017, 2:03 PM UTC

StatusGator uses Freshdesk on the free plan and it's adequate for our needs.

Freshdesk has worked flawlessly and beautifully handles triaging a few support requests and product feature suggestions every day. (Aside from a hiccup where I misconfigured notifications and inadvertently ignored dozens of tickets for a month... a PEBKAC issue.)

Re: Ask HN: What SaaS customer service tools does your startup use?

#15

Post by jbrooksuk » Fri, Mar 10, 2017, 2:10 PM UTC

Cachet and StyleCI use Helpscout.

We've had no real qualms with it.

Re: Ask HN: What SaaS customer service tools does your startup use?

#16

Post by nwenzel » Fri, Mar 10, 2017, 2:10 PM UTC

Front + Intercom which gives us an email-based help desk, in-app chat and messaging, and a self-service FAQ help desk.

Re: Ask HN: What SaaS customer service tools does your startup use?

#17

Post by palmeida » Fri, Mar 10, 2017, 2:12 PM UTC

At viurdata.com we use Live Chat https://www.livechatinc.com/ Good piece of software and we also take advantage of their ticket system

Re: Ask HN: What SaaS customer service tools does your startup use?

#18

Post by mnort9 » Fri, Mar 10, 2017, 2:12 PM UTC

Drift https://www.drift.com

Re: Ask HN: What SaaS customer service tools does your startup use?

#19

Post by minhajuddin » Fri, Mar 10, 2017, 2:13 PM UTC

https://liveformhq.com/ uses Mixpanel for tracking behavior to improve our product. We also used Zendesk for a while.

Re: Ask HN: What SaaS customer service tools does your startup use?

#20

Post by ezekg » Fri, Mar 10, 2017, 2:20 PM UTC

Drift has worked pretty well for me so far. Use Zendesk for another product and I'm not a big fan.