Intercom watches your customers' interactions on your site and keeps track the pages they visit, when they started a trial, looked at a pricing page, or anything else.
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You can then reach out to customers with messages inside your app, chat with users to answer their questions before they make a purchase, then reply to their support emails later on—all from the same app. Intercom's support interface lets you jump between emails quickly, and reply in short, chat-style messages. On the right, you'll see the contact's full profile—including the last time they visited your site, the number of times they've used your app, and more.
You can even integrate your support center into your mobile app with Intercom's iOS and Android code, and respond directly in your app—even while you're on the go. And at the same time, Intercom can send automated emails and other marketing messages to keep customers engaged and offer proactive support or tutorials.
For a deeper look at Intercom features and pricing plans, check out our Intercom review. Interakt is a great option for an email marketing-focused CRM that also handles customer support.
Support Ticket Systems vs Multi-Channel Support Apps
Web apps are great—they work on almost any browser, and don't require any installation or downloads. But sometimes, it's nice to have an app designed for your computer, and Kayako offers that for almost every device. You can answer support emails from the web and mobile apps, then take calls and field live chats from the desktop apps to make sure you never miss anything. Kayako also includes an advanced support center that helps your customers solve more of their problems on their own.
You can include documentation articles, tutorials, troubleshooting guides, and news all in your knowledge base. Whenever someone has a problem, Kayako searches through all of that before letting them send an email. Then, it pulls all of a customer's chats, emails, billing, logs and more together whenever they get in touch, so you'll know exactly how to solve their problems. Wonder how much time your most difficult support tickets take to answer? HappyFox include a time tracking tool right inside its team inbox, to see how long it takes to answer each email.
You can then bill clients for priority support, or adjust your team's goals based on the tracked time. Simpler tickets can be cleared out right from your support dashboard, without having to open a new page. HappyFox also takes away another bit of guesswork you'd have with most support centers: It can import existing support tickets from Zendesk and Desk, and its reports let you export your HappyFox contacts, tickets and more in spreadsheet formats.
Its mobile framework even accommodates other customer support apps, to keep you from feeling locked-in. For a deeper look at HappyFox features and pricing plans, check out our HappyFox review. Answering support tickets well without knowing the full context is difficult at best.
Something that seems to be a difficult question might be much easier to solve if you saw the customer's previous interactions with rest of your team. LiveAgent makes this simple by pulling ever interaction your team has with a customer into a continuous, chat-like thread. You'll see their previous emails, chat sessions, and more—everything they've ever talked about with your team will be right there, to make solving today's issue easier.
LiveAgent is focused on real-time support, with a live chat widget for your site and SLAs to ensure you provide on-time support to your best customers. But it also can help your team from burning out, by letting each support team member set their own schedule and keep new tickets from coming into their queue while out of office. With each interaction in one place, it'll be easier for others to pick up where you've left off, so you can step away and then jump back in ready to tackle brand-new tickets without leaving anyone waiting.
For a deeper look at LiveAgent features and pricing plans, check out our LiveAgent review. See LiveAgent integrations on Zapier. Email doesn't have to be the quickest way for your customers to get their problems solved— Reamaze can help them get answers right inside your app. Build your help docs in Reamaze, then embed them into your website or app, right along with Reamaze's chat widget.
Whenever your customer gets in touch, you can see their account inside your app, and know exactly what they've purchased or the problems they've had in the past. You can then help them with their orders and more, without ever having to ask for extra info. Reamaze also lets you monitor an email address or social accounts for help messages, and brings everything together for you to answer in one place.
But with your help built so deeply into your app, you'll be more likely to get all the support tickets right inside your app anyhow. For a deeper look at Reamaze features and pricing plans, check out our Reamaze review. Ever wondered what support requests your competitors are getting—or if your customers are having trouble but don't ask your company for help?
Deskero helps you find out by monitoring social networks right alongside your support requests. It can pull in any support requests you receive from LinkedIn as well as Twitter and Facebook, then monitor each network for mentions of specific keywords. That'll let you find people who need your tool and see what your competitors are doing, right along with your regular support. Deskero isn't just about social support, either. Its support interface helps you stay on top of everything. You can preview entire support email messages and write your replies right in the dashboard, without ever having to jump back and forth between screens.
There's live chat to help customers in real time, mobile apps to help customers on the go, and more. And if you ever need to switch to another customer support app—or want to analyze your support and social data—there's XML exports to take everything with you. Your customers are telling you what new features they'd like to see and what bugs need fixed every time they send you a support ticket. Whether they directly ask for it, or just mention a problem that bug or lack of feature is causing, each support ticket should be a vote, a reminder that you should get this fixed.
UserEcho helps you keep that in focus. It's a forum-focused support tool where your users can ask for new features, add comments and thoughts about them, and upvote their favorite ideas. Each new comment and vote will show up in your email support queue, along with the rest of your support emails, so you'll never forget about the things that are most important to your users. You can solve their problems and answer questions, while prioritizing the most important new features for your development roadmap at the same time. With so many great apps, how can you pick the one that's best for your needs?
The 20 Best Help Desk Apps and Knowledge Base Tools for Customer Support
If you just need to offer email support or build help documentation for your users, almost any app in this chapter would work fine. But perhaps you want something extra—a special feature to help you offer better support? Here's some quick tips to help you decide:. Each of these support tools are dependable, and will each help keep your support inbox under control.
But no app is perfect—and no app can include every feature. That's where Zapier app integrations come in.
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You can use Zapier to connect your favorite apps and add extra features to your support tool. Disqus' customer support team is a great example. With their own support tool, they needed a way to keep track of spam messages that were coming in. Zapier, with a Google Sheets connection, proved to be the solution. We've since developed more tools to help on this front, but coming up with that first workflow in Zapier gave us a head start.
You'll need to add your own extras to make a support app perfect for your team's needs, and Zapier can help you, too. Whether you need to bring in support tickets from other apps, log support data to your CRM, or make sure your team sees the most important tickets—or anything else—there's a Zap for that. Many support tools include their own support form so customers can get in touch with your team from your website.
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If you already have a web form on your site, though, you might want to keep using it instead. Or, depending on your customer support app, you may want to bring in tickets from social networks, chat, or even other email accounts. These and other Zaps can help you out.
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Some tickets take just a quick reply, but others might take hours to solve. You'll need to loop in the right people, and make sure everyone follows through and closes the ticket. Zapier can automate it by turning your support tickets into bug listings, projects, events, or just a simple task in your to-do list.