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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?

#21

Post by crikli »

colinbartlett wrote: post #14

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.)

+1 for Freshdesk. Came over from Zendesk and at the time at least it was (much) lower cost and worked better for our small biz. Great API as well with good docs.

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

#23

Post by michaelbuckbee »

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)

Helpscout is awesome. We use their API to put a "Summon Help" button in the footer of our app and auto generate help tickets that are pre-populated with all of contextual information that we need to then quickly solve the customer issues.

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

#24

Post by scosman »

nikentic wrote: post #5

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

We switched to Groove from Zendesk (which was awful). We're happy with it. I do wish it had better reporting. It also has occasional hiccups (missing emails, report numbers inconsistent).

Helpscout looks promising.

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

#25

Post by bcarroll22 »

We just finished building our own customer support tool to save some money (we're a bootstrapped startup). We wanted live chat for customers that went straight to our Slack, since we already use it for so much. We couldn't find anything else that worked the way we wanted, so we built it.

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

#27

Post by yesimahuman »

bcarroll22 wrote: post #25

We just finished building our own customer support tool to save some money (we're a bootstrapped startup). We wanted live chat for customers that went straight to our Slack, since we already use it for so much. We couldn't find anything else that worked the way we wanted, so we built it.

This is such a startup thing to do :) Sounds like you might have another product pivot on your hands, would love to see what you've built! We've been dreaming of a slack + support integration that is more than just a stream of events.

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

#29

Post by scosman »

philippnagel wrote: post #22

Zendesk. We are thinking about switching to something else (currently looking at Freshdesk) as the service is getting disproportionally expensive with many users.

[EDIT] I intended to make this comment about Desk.com, not Zendesk. Sorry! I can't speak to Zendesk, it might be amazing.

[Original comment] Exporting your data when you leave is almost impossible. You'll need to keep paying even after you leave to keep your ticket history. I'd suggest moving sooner rather than later.

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

#30

Post by giarc »

bcarroll22 wrote: post #25

We just finished building our own customer support tool to save some money (we're a bootstrapped startup). We wanted live chat for customers that went straight to our Slack, since we already use it for so much. We couldn't find anything else that worked the way we wanted, so we built it.

That's very interesting. We use Slack a ton and just recently started on the Olark free plan (22 chats/month). I would love for chats to go to a separate slack channel instead of having to keep another tab open. Not to mention Olark doesn't have mobile support.
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