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Ask HN: What SaaS customer service tools does your startup use?
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Re: Ask HN: What SaaS customer service tools does your startup use?
#2None. Reason: Capacity and focus on product. Are we doing it wrong?
Re: Ask HN: What SaaS customer service tools does your startup use?
#3We have started doing blog posts reviewing the various SaaS services we use: http://blog.opencagedata.com/tagged/toolsweuse
so far we've covered * Baremetrics * Quaderno
coming soon: * Statsbot * Hosted Graphite * StatusCake * TravisCI * Drip * TransferWise (not a SaaS service, but saves us a ton of money)
Re: Ask HN: What SaaS customer service tools does your startup use?
#4None. Reason: Capacity and focus on product. Are we doing it wrong?
Do you have a feedback channel? How do you know your product is on track to meet customer needs?
Re: Ask HN: What SaaS customer service tools does your startup use?
#5Groove (https://www.groovehq.com/) only. We're super happy with it!
Re: Ask HN: What SaaS customer service tools does your startup use?
#6Groove ( 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.
Re: Ask HN: What SaaS customer service tools does your startup use?
#7[deleted]
Re: Ask HN: What SaaS customer service tools does your startup use?
#8None at Notebook.ai other than being active and responsive on social media and linking various Google Forms on-site for reporting bugs, requesting features, etc. Follow-up on those is by email. Since we're open source, we also invite anyone to create issues on GitHub as well, though it's usually the more technical crowd that do so.
Reasoning: 1) it's free, 2) quality customer service is free advertising when it's public, and 3) there's less friction to "get in touch" with us (and follow up quickly) when it's on a platform a user is already using.
Would definitely love to hear about a (free) quality customer service tool if there are any out there, though. I think we're starting to outgrow Forms/email, as some way to aggregate common requests together (without manually building a spreadsheet, like now) and sort/filter/rank them would be beneficial.
Re: Ask HN: What SaaS customer service tools does your startup use?
#9Olark really helped us with our customer service, we use both the live chat feature, and the 'email us' feature for when nobody is available on live chat.
We expected it would help us to respond to support requests better - which it did, but it also offered some advantages that we didn't expect:
- Users are way more likely to reach out in the first place due to the easy live chat/email widget on each page
- In some cases we have actually been able to use the data from Olark to determine the quality of our traffic and landing page (e.g. users are not understanding our message, or we are getting a lot of queries about something unrelated to our product [targeting issue])
Re: Ask HN: What SaaS customer service tools does your startup use?
#10HelpScout (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)