Which customer support ticket software would you recommend for SaaS companies and why?
I'd love to get your recommendations on customer support ticketing tools specifically for SaaS companies (e.g. Zendesk, Freshdesk, Hubspot, etc) and the pros/cons behind it, if possible. Thanks!
Trending on Indie Hackers
I've heard quite a few people use HelpScout. I may use them soon, although I kinda want more CRM features too, so sticking to Gmail for now
@plainice Thank you! What do you mean by more CRM features? Are you using hubspot on Gmail or just plain email from Gmail?
This comment was deleted 3 years ago.
I would suggest Zendesk or Freshdesk free tier. It is what most good support staff are used to. Going with other ticketing systems means your staff(should you hire them) would have to go through the learning curve of that system.
Thank you @MarkFischeer
Hi,
What is the volume of your support requests? How big is your support team?
I'm wondering if there is an existing tool that IH SaaS founders use and recommend for let's say 3 co-founders (all are support in early days :) averaging 5 requests per day. (for context, I'm looking into the customer support software space)
That is a low enough volume to provide personal support. Basically any free tool will be fine. I use chatwoot, after testing papercups, intercom, Live Agent, drift & freshworks. Chatwoot is nice, because you can provide always-online support through their app. Papercups is also free, but has to go through slack.
For help articles and what's new widget, I have my own tool, cliperado.
As I've written about it here, I like to switch to phone support, when I think it will take more than a couple of replies to get things sorted out. After you've fixed their issue on the phone, you can do a quick informal NPS and ask them permission to send them emails for future feature feedback.
Thank you for the detailed answer @ArjenSchat
This comment was deleted 3 years ago.
@Primer Thank you! That's a long list of tools :) which are the decent ones and which ones suck? What is missing from all these tools that makes them decent but not great?
By the way Songbox sounds very interesting. I'll take it for a spin later.
This comment was deleted 3 years ago.
Zendesk - comedy prices : LMAO
What about intercom?
This comment was deleted 3 years ago.