Startup Series #10: Customer Support Tools for Startups
Software Development, Startup Series | 0 comments | by Ioana PaicuWith the advent of social media, customer support has become a fundamental aspect of any business. At this point, anyone can use Facebook and Twitter to complain to the world about the quality level of a product. We’ve seen complaints go viral, which means it’s not worth risking your company’s reputation with crappy customer service. Over the years, we’ve seen help desk software change a lot. The good news is things have gotten a lot prettier and more accessible. However, the latest changes go beyond basic features. Startups and businesses of all shapes and sizes are understanding that when customers feel the need to lash out, they want to do it publicly. As a consequence, help desk support has gone mainstream. Even the most insignificant complaints and observations made by someone on a Facebook or Twitter page feature responses from a customer support department.
Some vendors have turned their attention to heavy automation meant to simplify the process of handling support tickets. Others however focus on crafting major analytics products that can help a company identify and reduce the number of unsatisfied customers. Help desk software is vital for business because it is a powerful two-way channel that fosters communication and live interaction; and we all know that communicating with customers is the lifeblood of honing a vision, improving satisfaction, and accelerating the development of your product. Investing in customer support software is necessary because it helps connect customers to whatever you have to sell.
Did we manage to convince you that deciding on a customer support software is the right thing to do for your startup? Well, then you might want to check out our top picks for some of the best tools and platforms currently available.
Main Features | What we like | Pricing | |
| Top-tier customer service & support ticket software trusted by more than 40,000 companies worldwide Helps companies improve overall customer experience as well as foster new relationships and make them more productive, intuitive & meaningful. Self-service support available through the 24/7 online self-service portal Easy to customize to fit the needs of your startup Efficient analytics & reporting tools available to benchmark custom satisfaction rates & support team performance App integration – social media, e-commerce & CRM. ZenDesk integrates your start-up’s software and business systems through the open API (over 100 integrations with Google Apps, WordPress, Atlassian, Salesforce and Freshbooks | Flexible ticket management & automated workflow Mobile support with Android and iOS Advanced analytics & robust reporting system Over 100 integrations with third party apps Multi-brand support with connected accounts Screencasting & full CSS rebranding Ticketing exporting to CSV Prebuilt features with SugarCRM and Salesforce Free professional trial available (30 days) | Essential – $5/month (billed annually) Team – $19/month (billed annually) Professional – $49/month (billed annually) Enterprise – $99/month (billed annually) |
| Efficient customer support software aimed at small and medium-sized businesses; multi-channel assistance with easy integration to get your business up and running with smart customer support in minutes Customized self-service with mobile optimization Case management features & productivity tools to boost automation and workflow Satisfaction scoring through the customer satisfaction (CSAT) integration for adjusting services and products Performance & customer health monitoring Salesforce connectivity & SalesforceIQ integration to help startups deliver smarter services | Self-service and multi-brand support Embedded service that allows users to link their self-service resources to mobile and web apps for an effortless customer support experience Easy to integrate with live chat, bug tracking, and e-commerce apps Increased scalability with Service Cloud Detailed dashboard to help businesses keep things organized and help them make faster decisions Free trial available (14 days) | Standard – $20/month* Pros – $60/month Business Plan – $100/month |
| Hybrid human machine that improves customer communication Clear-cut, automated customer service tool for companies aiming for consistency. Marketeer deals with error margins, thus helping companies steer clear of PR nightmares. User-friendly interface that helps companies boost customer loyalty and expand their customer base. Efficient “virtual employee” that responds to a wealth of questions in a timely manner. Compatible with apps like Facebook, Email and numerous Mobile Apps. Customer support teams can always take over and deal with conversations and queries in real-time | Cloud-based customer support software Automated to handle basic questions from customers Fully responsive and compatible with laptops, computers, tablets and smartphones Powered by machine learning technology. The software’s knowledge base increases when customers get real-time answers from your company’s support team Free trial available (30 days) | Standard – $48/month Pro – $192/month Small business – $440/month |
| Efficient customer service platform that includes a ticketing system and a live chat option Easy to integrate with your company’s social media platforms & CRM, LiveChat keeps communication in one place Reports & Analytics – chat reports, basic statistical analysis, daily summary, API reports, easy to use dashboard, ticket reports Efficient e-commerce tools meant to help target visitors from campaigns; e-commerce integrations available Visitor tracking features that gather customer data & filter visitor information Chat & Ticket rating API – webhooks, workflow automation and JavaScript API | User-friendly customer support software with easy integration Chat transcripts, canned responses, chat archives & message sneak-peek Prompt customization – CSS customization, chat window themes, social media buttons, company logo & engagement graphics Easy engagement features with customers – automated greetings, after-hour forms, Facebook chat integration, personal greetings, pop-chat window | Annual billing (monthly billing features higher price ranges) Starter – $16/month Regular – $30/month Team – $33/month Enterprise – $50/month Enterprise Plus – customized pricing |
| Intercom.io is an efficient customer support platform that helps startups stay organized and customers satisfied while on the go. Often known as “messenger app like no other”, Intercom.io is incredibly flexible. It allows customers to decide on the best type of in-app message for their needs Conversations are automatically assigned, but they can also be sent to teammates in your company equipped to provide customers with a satisfying answer to challenging matters and queries. | In-app messaging system Advanced customer support platform with lots of products for marketing, live chat, support and feedback Live filtering and tracking of customer data Push messages, in-app and email messaging Live customer profiles Team inbox Github integration that helps connect issues with conversations, and then receive notifications once they’ve been resolved Free trial available (14 days) | Lite – $49/month Standard – $79/month |
Customer support tools for startups are fundamental in the online business environment. Irrespective of your product’s quality or service your startup currently offers, ignoring customers and refusing to answer their questions in a timely fashion will negatively impact your reputation. In business, promptness can make or break a sale; you need to be there for your customers and provide assistance 24/7 if you want to boost company productivity and stand out. IT Enterprise can help you make an informed decision. Let us help you choose a customer support system that works best for your business goals.
