At ScreenSquid (https://screensquid.com), we're using:
- Zoho Suite (CRM, Subscriptions, Books, Campaigns)
- Loggly
- Heroku
- S3
- Mixpanel Free
- New Relic
- Compose.io
- Mandrill
Ask HN: What SaaS customer service tools does your startup use?
71–80 of 86 posts
Re: Ask HN: What SaaS customer service tools does your startup use?
#72At ScreenSquid ( https://screensquid.com ), we're using: - Zoho Suite (CRM, Subscriptions, Books, Campaigns) - Loggly - Heroku - S3 - Mixpanel Free - New Relic - Compose.io - Mandrill
How do you find Zoho? I didn't know they offered recurring billing.
Re: Ask HN: What SaaS customer service tools does your startup use?
#73This has been interesting to read and raises an interesting question: it appears lots of you are leaving Zendesk and now using something else... 1) We still Zendesk here, what inspired you to leave? 2) What do you like about where you landed?
We moved to Zendesk from Intercom for support. We still use Intercom, but just for product outreach and triggered messages.
We have two former Zendeskers on our team, which is part of the reason we made the switch. But also because Zendesk has things that Intercom doesn't/didn't have at the time, like a help desk.
You can also customize Zendesk with integrations pretty easily, such as by adding widgets[1]. Building and maintaining a Zendesk widget is a great developer experience.
Re: Ask HN: What SaaS customer service tools does your startup use?
#74For customer communication... at AuthorityLabs we're using:
1) Intercom for chat and notifications
2) PagePilot (pagepilot.io) for the knowledgebase
3) G Suite for support@
4) Campaign Monitor for mass emails
Note: PagePilot is a new project of ours. Looking for beta testers :)
Re: Ask HN: What SaaS customer service tools does your startup use?
#75HelpSpot for HelpDesk https://helpspot.com/
Discourse for public discussion https://www.discourse.org/
Both can be self-hosted or SaaS which provides some nice flexibility.
Re: Ask HN: What SaaS customer service tools does your startup use?
#76At ScreenSquid ( https://screensquid.com ), we're using: - Zoho Suite (CRM, Subscriptions, Books, Campaigns) - Loggly - Heroku - S3 - Mixpanel Free - New Relic - Compose.io - Mandrill
How do you find Zoho? I didn't know they offered recurring billing.
It's awesome how the CRM, support, billing, campaigns, and accounting software all works together. The price is great, because you're getting full featured apps for only $60/seat.
However, the way you connect the services is kinda janky, and I find myself wishing for more modern features sometimes. There's also competing products within the same ecosystem (social, email campaigns, and now recurring billing).
The support is great and it's been great to start. I can see us growing out of it but it's doing the job for now.
Re: Ask HN: What SaaS customer service tools does your startup use?
#77HelpScout ( 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)
Love their service. Also love their new pricing even as an old customer. The iOS app needs serious improvement though :)
Re: Ask HN: What SaaS customer service tools does your startup use?
#78Drift has worked pretty well for me so far. Use Zendesk for another product and I'm not a big fan.
Currently playing with drift. The app left a very good impression. Wanted to check intercom too, but their pricing confuses me :)
Re: Ask HN: What SaaS customer service tools does your startup use?
#79None. 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?
We do have a "Beta feedback" process for all users (which is essentially a one-way communication for now) which allows us to gather their input. In addition to our Pirate analytics, we also use Mouseflow to observe user behavior. So we are gathering data both directly from users (although we could probably improve the beta feedback process) and from analytics, we just don't have a lot of extra time since we have other jobs at the moment.
Re: Ask HN: What SaaS customer service tools does your startup use?
#80Helpmonks (https://helpmonks.com) is being used by a lot of startups. One of the main reasons is because the price is based on mailbox(es) and not on users.