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Results for: Customer Support

I've helped lots of SaaS companies improve their onboarding processes over the years, but I just published my best (high-level) piece on doing this right: http://sixteenventures.com/customer-onboarding The bottom line is (though I suggest reading the entire article) you need to know what success...

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If I understand you correctly, you're saying a customer agreed to pay you for services (product and/or support), either through posted prices and a shrink-wrapped license or through a written contract, and then you provided those services, and then they didn't pay? And you're asking whether it's...

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In my opinion, phone support is frequently requested but hardly ever needed. I worked at Twilio and as part of my role as a Developer Evangelist I responded to help desk tickets part of the week. We didn't do any phone support and we were able to help people effectively. The key is to be very ...

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If you want a system that doesn't require any hardware or infrastructure, then a virtual PBX is the best bet. These systems just use your existing phone numbers (cell phones or whatever) and routes the calls among them. The big player in this space is http://grasshopper.com/ They have been aro...

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You can consider looking at Desk.com (based on Salesforce cloud platform) and Chatter. The same could be customized per your need and user based license system provides some definite cost advantage. The cloud based system provides the ease of accessing the same anywhere and on any device. Lookin...

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The leading players are Zendesk, GrooveHQ, and FreshDesk. I have used all of these and my vote goes to Zendesk. I talked about it as a case study for a documentation task, see http://www.vinishgarg.com/2014/09/kb-case-study-pain-points-and-analysis/. I am also co-founder of @In23Hours where we ...

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Hi. I'm a Business Intelligence consultant with most of my customers being call centers. There are definitely guidelines you can apply but it will be based on several factors. Your question references ratios, which I assume means you would like to know how many agents per customer. That number...

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Your support software should cater to your needs, depending on how your business operates. Fiver uses Vanilla forum and Zendesk. Thumbtack uses Zendesk. Not sure about AirBNB, their help center seems to be custom. Depending on how well funded your are, I would recommend starting with a free pla...

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It depends how clear your idea value is without it, or with a rough one, or mock ups vs polished. There are a few goals you are trying to conquer with a prototype, overall its about concept clarity and valuation. 1. customer/investor acceptance: "i want that" 2. customer feedback: "you should ...

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