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Customers who use Keeping have found that it significantly improves their response times to customer inquiries. By allowing customers to …
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Product Details
- About
- Tech Details
What is Keeping?
Keeping Features
- Supported: Billable & Non-Billable Hours
- Supported: Billing & Invoicing
- Supported: Mobile Time Tracking
- Supported: Online Time Tracking
- Supported: Timesheet Management
Keeping Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based, Android, iPhone, iPad |
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Customers who use Keeping have found that it significantly improves their response times to customer inquiries. By allowing customers to easily submit requests to the entire team or their preferred representatives, they are able to receive faster and more efficient responses. Additionally, the software effectively manages vacation and illness coverage, ensuring that no customer inquiries are left unanswered. The organization of schedule requests in emails also enables better identification of company needs. The streamlined shared service email inbox reduces the need for workarounds and improves usability, making it easier for teams to handle inbound emails and provide timely responses. Furthermore, Keeping serves as a help desk for multiple products, enabling customer requests to be addressed promptly and advancing product development. This multi-channel support system allows teams to assign and track issues effectively. Overall, customers appreciate how Keeping centralizes and visualizes customer inquiries in one mailbox, making it easier to assign tasks to support staff and track their progress. The software's ability to assign different threads to different individuals helps staff prioritize and track their work efficiently. With clear visibility into ticket assignments, companies can ensure that all issues are being taken care of by the assigned individuals. The adoption of Keeping has increased compared to previous systems due to its elimination of dedicated login accounts. Users also appreciate how they can work directly in Gmail, saving time and improving efficiency for technicians. By facilitating clear communication among team members and with customers, Keeping enhances collaboration and ensures continuity in customer service efforts. The cost-effective general inbox management provided by the software makes it an affordable solution for businesses. Managing multiple email inboxes from various countries and timezones in one place ensures a unified support voice as well. Users can track and monitor response times, preventing tickets from slipping through the cracks. Colleagues can access and review conversations within the software, promoting seamless collaboration. The integration with Google has been particularly beneficial for IT support-related issues, streamlining support request routing. Despite these positive experiences, some users have found that the software is not as effective in solving support request routing problems, leading to confusion. Nonetheless, Keeping remains a valuable tool for easy communication and collaboration among agents to solve customer problems. By helping organize and assign support emails to agents and establish priorities, it improves email support efficiency. The integration with Gmail reduces confusion between customer and non-customer emails, saving time for staff. Outstanding support issues can be easily tracked to ensure timely resolution. The software's ability to search and view all interactions in one place facilitates staff alignment when resolving customer issues. Support emails can be effectively tracked and managed with
Ease of Use: Users have consistently praised Keeping for its easy-to-use and intuitive interface, making it a practical choice for small businesses. Several reviewers have mentioned how the software's simplicity allows them to quickly navigate through tasks and manage their email tickets efficiently.
Seamless Integration with Gmail: Many users appreciate the seamless integration of Keeping with Gmail, as it enables them to work within their familiar email environment. This integration eliminates the need to switch between different platforms, saving time and increasing productivity. Reviewers frequently mention how this feature enhances their workflow and makes it easier to stay organized.
Effective Tracking and Assignment of Tasks: The ability to assign tickets and track the progress of each team member's tasks is highly valued by users. Multiple reviewers have highlighted how this feature helps streamline collaboration, ensuring that nothing falls through the cracks. Being able to easily monitor who is responsible for which task contributes to improved efficiency and accountability within teams using Keeping.
Lack of Value in New Features: Some users have expressed disappointment in the software's lack of added value in new features and changes compared to other solutions.
Bugs and Access Issues: Several reviewers have encountered bugs in the reporting dashboard and difficulties accessing older data, which has impacted their ability to effectively analyze information.
Unreliable Performance: A number of users have reported issues with product performance, such as having to frequently refresh the software to view all emails or experiencing failures upon sign-in. These instances of unreliability have caused frustration for users trying to efficiently manage their email workflow.
Users commonly recommend Keeping for the following reasons:
- Multiple channel communication and client response
- Internal email management
- Regularly review and update standard replies
Users value Keeping's ability to handle communication across different channels, such as email. They appreciate the convenience of having all client interactions in one place and find it helpful for efficiently responding to their customers.
Users find Keeping to be a very good tool for directing emails within their company. It provides an effective system for managing internal communication and ensures that emails are properly routed to the appropriate team members.
Users suggest regularly reviewing and updating standard replies in Keeping. This helps save time by having pre-written responses ready for frequently asked questions or common issues, streamlining customer support processes.
Overall, users recommend Keeping as a suitable and affordable helpdesk solution for small to mid-size companies. They also highlight the importance of implementing improvements and resolving any issues that may arise while using the software.