Finding a good Customer Service Tool

by Andrew2. July 2013 1:04

Choice is sometimes a blessing and sometimes a curse.  At the moment I'm researching help desk software for use with saleslifecycle.com.  I have managed to reduce the list down to four choices; www.desk.com, www.uservoice.com, www.freshdesk.com and www.zendesk.com.  GetSatisfaction was a contender but was removed due to the very expensive price tag - $425 per month!

Selection Criteria

These services all offer slightly different features and they have a LOT of features to compare against.  This is going to be a much easier process if I define the essential features upfront.  We are only a small company and we don't want to spend a lot of time and resources on getting a help desk solution up and running.  We need only three seats - but could get by with only one user account in the short term.  Cost is a big factor, if it becomes too expensive I will become tempted to use Google groups or stackoverflow. 

As far as support features we need a way for users to give us feedback, help themselves and each other with simple learning curve issues.  We would like to have users vote on future features to give us a priorities to work with, we would love to have a knowledge base of tutorials and 'how-to's that can help users get productive quicker.

In short:

  • Up to 3 support team members
  • At least one forum for users to discuss issues, features, etc.
  • Knowledge Database for storing articles and support solutions
  • Handle emails / support tickets
  • Simple, easy to use and nice to look at.

Nice to haves:

  • Suggest solutions to customers as they type their question
  • Custom domain support - i.e. support.<domain>.com
  • Custom branding - our logo
  • Single login - customers don't need to signup if they are already our customers

Giving Grades

Now that I know what is important for our particular needs, I need to grade the four services and gain a greater perspective of how they compare to each other.  I would rather trial two services than all four so if I can eliminate at least two choices by grading that is going to save me a lot of time.

Wish me luck!

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