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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?

#61

Post by dmode »

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)

How does HelpScout compare with Zendesk ?

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

#63

Post by uwed »

bitmedley wrote: post #56
coleca wrote: post #34

Earlier quoted context omitted.

We use Groove also. It works fine but we do wish it had any kind of mobile support. Even if the desktop site would just function in a mobile browser would be helpful. Two way Slack integration would be a dream (it has notification only now. You can't respond to tickets from slack).

it looks like Groove will be releasing a mobile app any day now (expected release early March 2017). https://help.groovehq.com/knowledge_base/topics/does-groove-...

Best news of the day! Thanks for sharing. That will save so much time + make our customer support way much faster :)

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

#64

Post by edibleEnergy »

Plug: we are in private beta with Feedback[1], the customer support version of BugReplay[2]. We integrate with Zendesk aside from our standard custom JavaScript integration.

In short, it's a product for Web development teams to collect perfect no-hassle bug reports from their users with all the details (video, network traffic, js logs) required to analyze and reproduce a problem.

[1]: https://www.bugreplay.com/feedback-by-bugreplay

[2]: https://www.bugreplay.com

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

#65

Post by johns »

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)

Another endorsement for HelpScout. Web app is great. iOS lacks features in a way that drives me crazy every day (team is well aware of them) but I still think it's the best available with fair pricing.

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

#66

Post by josscrowcroft »

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)

I think we've been with HelpScout for around 4 years at https://openexchangerates.org. The service is great, and they just seem like a really honest, switched-on team.

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

#67

Post by troydavis »

veesahni wrote: post #51

Self-Plug. We use our own product ( http://www.enchant.com ) to support our customers .. It covers email support, a knowledge base website, live chat widget for the marketing site (i.e. sales), and an in-app widget that offers both live chat and an embedded knowledge base. Try it out - it's faster than gmail :)

I'm a very happy paying customer of Enchant. We tested Intercom (much broader scope than we wanted), Helpscout (among other things, no Markdown support), and a handful of other tools. Enchant does what we need, nothing we don't, and stays out of the way.
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