And team inbox apps often include advanced features, like canned replies, keyboard shortcuts, and other tricks and tools to improve your response time.
It's an email inbox, designed to help you work more efficiently as a team. Much like the Help menu in your favorite programs, a knowledge base is where you publish documentation about pricing, features, services, frequent problems, and anything else you want to share about your app or business. The knowledge base then lets you easily share help documentation online, where your customers can search through them and then get in touch if they still need assistance.
And once you've answered support emails for a while, you'll be able to identify other common problems you should address in your documentation. You can also crowdsource support with a forum, creating a platform where your customers can help each other. Much like the comments section on a website, or a community discussion site like Reddit, a forum is where your customers post questions and start discussions with anyone else.
Instead of sending your team a private email, a forum encourages your customer to publicly post. Then you or your customers can publicly reply with ideas and tips, and your team can moderate discussion to make sure the advice accurate the comment is friendly. These answered questions live on in public, where others can find the solutions without reaching out to your team.
When something is broken, the first action we take is to open Twitter or Facebook and either complain or ask for help. And when we love something new, we're equally likely to share it online.
That's how your customers vent their frustrations and tell the world how much they like your company. So join in. Support apps with social media integrations bring your Twitter mentions, Facebook messages and more right into your team inbox, so you can see those problems that otherwise might go unnoticed. Some even let you track keywords, so you can find people having trouble that perhaps forgot to mention your company by name.
Email can be a great way to answer questions, but it can also take a long time to actually close a support ticket as you wait for your customer to reply.
Live chat is a quicker way to solve problems and answer questions, and it's often included as an extra tool in more advanced customer support apps. Add the app's support widget to your site, and customers can chat with your team in real-time. You can't be online all the time, though, so most chat apps also let users send you an email if no one's available to talk. Then, inside the team inbox, chats and emails show up together for a full look at your customer interactions.
What's even quicker than live chat? Phone calls. Like live chat, phone calls will take extra effort from your team: someone must be online and available whenever your customers have problems, and will need to figure out solutions on the fly.
But calls can also let you dig deeper into issues, since you can ask questions and get detailed replies instantly. Many customer support apps that help you offer phone support integrate with voice-over-internet tools like Twilio , while others include their own phone services or just let you log phone calls you have as a text support message.
Either way, you'll get a record of phone conversations alongside your other support requests. When something breaks, your customers want help ASAP—they don't want to search for the correct form to fill out and get support. Mobile support tools include code to add your documentation, live chat, and email support inside your mobile apps, so assistance is only a Help button away.
Since the help tool is inside the app, it'll be easier to help customers as most mobile support tools also capture info about the user's device, what part of the app they were using, and more. Instead of asking extra questions and waiting for more information, your team will be able to solve problems with the first reply.
Learn how you can use automation with Zapier to improve workflows for your customer support team. If you want to cover it all, you need a customer support app with everything : a team inbox, social media monitoring, a knowledge base and forum, and more. A tool that offers this suite of features is called a multi-channel support app. Or, perhaps you like to keep things simple, and only want a team inbox to answer emails and a knowledge base to let customers help themselves.
If so, you'd opt for a support ticket system—it's not full-featured, but what it does, it does well. To help you find the ideal tool for your needs—a simple support ticket system or a robust multi-channel support app—we've examined the top customer service options. We broke down each app's features and pricing structure and grabbed a screenshot to give you a quick view of how to answer emails in that app. Without further ado, here's an overview of the top 20 customer support apps—first, the simple support ticket systems , then the more feature-filled multi-channel support apps.
Would you prefer a simpler support tool, one that's primarily focused on being a team inbox that makes it easy to respond to emails from your customers? These apps are the ones for you. They each include easy-to-use team inboxes that are focused on emails, typically along with a knowledge base tool to manage your documentation. Then, if you want more—social network or chat app integration, perhaps—you can turn to their Zapier integrations to bring the messages you need into your team email inbox.
It's a great way to simplify your support, and get just the features you need. The majority of your support tickets are just emails, and Help Scout 's Gmail-style interface and keyboard shortcuts keep that in focus. You can have as many mailboxes as you need for support, each with their own email address, then Help Scout can further organize each mailbox into folders and categories based on rules.
Dive into an email, and you'll see a familiar sidebar with information about the customer where Help Scout pulls in social media information and previous conversations to give your emails a personal touch.
Help Scout also offers your customers a quick poll at the bottom of your emails to ask how well your team did at support, and you can see your team's productivity and happiness scores along with other metrics inside Help Scout. It's a simple, easy-to-use support tool, with the power you need to quickly answer questions without feeling overwhelmed.
See Help Scout integrations on Zapier. A team inbox sounds like a great idea, but it's still hard to not wish you could just answer all of your emails right from your personal email inbox. And you can. Groove gives you a full team inbox while still letting you work from your personal inbox if you'd like.
New or assigned tickets can be auto-forwarded to your email account, where you can reply, re-assign the ticket, and change its status with simple commands at the bottom of your message. Back on Groove, you'll find a complete log of what everyone has accomplished, along with features like automation and saved common replies to speed up your work.
There are also detailed reports in an easy to understand dashboard that'll show your reply ratings, average replies and time spent, and more. See Groove integrations on Zapier. You already know how to use your email inbox, so Front designed its team inbox to work as much like popular email apps as possible.
You can monitor any of your team's email inboxes, with a three-column design that shows accounts, a list of messages, and the message you've selected in one view. You can assign emails, snooze a message until later, add tags to find emails in the future, and add a comment to get more information from colleagues.
It's not just for support—but it works great for support or anything else where you need to work on the same inbox with your teammates. Front's team inboxes can work for more than email, too. It includes built-in Twitter and Facebook integrations that allow users to view mentions and messages and then reply right from Front.
Or, you can connect it to your Twilio, Truly, or Intercom to add an inbox for SMS messages, phone calls, and chat messages. Each one lives in its own inbox, with the familiar email-style interface, for a simple way to reply to all of your messages in one app. Zapier integration with Front coming soon. Want a free support tool that can run on your own servers? It's an open source support tool that includes everything—you can answer support emails, assign tickets to other team members, create support forms, and write your help documentation all on your own server, for free.
You can even tweak osTicket, by digging into its code or installing language packs and add-ons to employ extra features. And, you can set it up to send emails through a transactional email service to make sure your emails always get delivered. It locks tickets while you're replying, so no one else can accidentally reply to the email at the same time. It also includes a tasks tool to let you create to-dos for others and make sure they don't forget to reply to important messages.
With these features and more, osTicket might be a great option for you even if you weren't considering hosting your own support app. Answering the same questions over and over gets tiring, and takes up time you could spend answering new questions or building your product. Tender Support simplifies things by defaulting to community forums, and treating your public and private messages the same.
Whenever someone has a question about your product, Tender's help form defaults to having them ask a public question. Once you answer it, any other customer can see the response and solve the problem without having to open a new support ticket.
Some questions still require a private message, so your support page will include an option to send the message in this manner. Tender then automatically looks through your documentation and emails your customer a link to something that might answer their question. You can still answer on your own, but you'll likely have far fewer issues you'll have to solve. Most support apps charge per users, making it tough to decide how many people should help with support tickets.
SupportBee simplifies things by charging a flat rate, no matter how many people are helping juggle support tickets. It's an email-focused support app—without a help center—that gives you a centralized inbox for every email your team needs to handle.
New emails flow into your inbox and refresh automatically, so you'll always be on top of the freshest tickets. You can save snippets of text to quickly fill out important parts of email replies, mixing and matching snippets for each part of your reply instead of relying on full canned replies.
With simple filtering to send tickets to the right team member, and SupportBee automatically suggesting snippets to use based on tags, you'll answer support tickets faster than ever. See SupportBee integrations on Zapier. Your customers' happiness with your support team is likely linked to how fast you reply—and if you really solve their problems. Mojo Helpdesk includes a number of features to help you solve every issue on time. You can customize your support form to make sure you gather enough information about each problem to solve it on your first try.
Then, there's built-in service level agreement SLA agreements, to help make sure you answer your support tickets as quickly as you've promised. Timeliness goes beyond clearing the inbox—you'll also want to make sure you're getting faster at solving problems.
Mojo Helpdesk includes a time tracking tool, so you can see how long each ticket takes and how much you've improved. It'll even notice when you step away, pausing the timer and refreshing the inbox when you get back. Your customers can share their thoughts on your timeliness, as well, clicking a button at the bottom of your emails to let you know if they're satisfied or not.
See Mojo Helpdesk integrations on Zapier. It's one thing to see a graph of your support traffic, but quite another to quickly find out that you've had more emails today than on average. Sirportly makes it simple to find quick facts about your support queue, with its simple, real-language reports that tell "44 tickets were received today that's 4 more than normal ", perhaps, instead of showing only a graph of your stats.
You'll know at a glance how fast your team's responding, and who's sending in the most questions today—or you can build custom queries to find out anything else you want. Sirportly also makes it easy to manage all of your support, no matter how many different companies, teams, or products you need to support. You can add all of them to your account, separate support inboxes for different teams and needs, and use workflows to route tickets and automatically follow-up to help keep your support queue in check.
It can even pull in customer data from your app, to make sure you'll have the information you need to solve customer problems. Or, if you want, you can run Sirportly Enterprise on your own servers to keep your app and support in one place. It's easy for support apps to become bloated with tools for a dozen different support-related tasks—but what if you want just a simple way to answer your customer's questions?
Snappy offers that with an impressively fast app that's focused on emails, FAQs, and nothing else. You'll start out at its dashboard, which shows a large preview of messages and the time since they were received—a reminder of how long your customers have been waiting. You can send a quick, Markdown-formatted reply there, or open the message for a full look at their email, previous requests, and more. Finding the right email to focus on is simple with Snappy's Lenses features, which are filters that help you find emails about specific topics, emails assigned to someone in particular, or customers have for too long been awaiting a reply.
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