Which software you are using to offer support to your clients?

juanzo said:
Zendesk integrated with WHMcs. Having one unique tab to reply to mails, tickets, Facebook, Instagram and mainly WhatsApp, is great.
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Is Zendesk still based out of San Francisco? I did a tour of their office space and I was impressed very beautiful this of course was about 8 years ago.
 
The problem you describe is typical when support relies solely on email; sooner or later, tickets get lost. The most practical solution is to switch to a system with more real-time communication, such as a Telegram or Skype, chat or a system like Freshdesk (though it all depends on your budget, of course). My recommendation is to choose a real-time response system; customers greatly appreciate it.
 
Proxysolid said:
The problem you describe is typical when support relies solely on email; sooner or later, tickets get lost. The most practical solution is to switch to a system with more real-time communication, such as a Telegram or Skype, chat or a system like Freshdesk (though it all depends on your budget, of course). My recommendation is to choose a real-time response system; customers greatly appreciate it.
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While I totally get how customers appreciate real-time chat-based help, I find that it only works if:

(a) the agent is always available to help, in real-time, and
(b) the agent has the level of knowledge to resolve the issue super quickly.
 
Patryk_Tier.net said:
If your team operates well, even ticket system can be professional and super quickly.
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Truth. However, the more ways to communicate, the better because some people simply do not have the opportunity to write a ticket and it will be easier to communicate directly via online chat or telegram
 
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