Name: Replyco
Price: 45 USD
Author: Replyco

Customer Success Management Training

Help Desk

Live Chat

Web and Video Conferencing

Customer Support

Interactive Application Security Testing (IAST)

Product Analytics

Development

Business Intelligence (BI)

Collaboration

Environmental Health and Safety (EHS)

Workflow

Enterprise

Accounting

Crypto Asset Management

Investor Relations

Subscription Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employer of Record (EOR)

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Converged Infrastructure

Data Catalog

Data Fabric

Database Performance Monitoring

Fraud Detection

Integration Platform as a Service (iPaaS)

Managed File Transfer (MFT)

Managed Hosting

Master Data Management (MDM)

Mobile Device Management (MDM)

Mobile Identity

Network Performance Monitoring

Release Management

Security Analytics

Threat Intelligence

Information Technology

A/B Testing

AI Writing Assistant Software

Ad Serving & Retargeting

All-in-One Marketing

Audio Editing

Content Management

Contest Management

Customer Journey Mapping

Email Marketing

Local Marketing

Marketing Analytics

Marketing Automation

Online Proofing

Press Release Management

Product Information Management (PIM)

Social Media Management

Survey & Forms Building

Tag Management

Video Collaboration

Web Analytics

Marketing

Project Management

Wireframing

Professional Services

Customer Relationship Management (CRM)

Quote to Cash

eCommerce Analytics

Sales

Data-Centric Audit Protection (DCAP)

GDPR Compliance

Operational Technology (OT) Security

Security

3D Modeling

Architecture

Aviation

Computer-Aided Design (CAD)

Financial Services CRM

Nonprofit Fundraising

Patient Engagement

Vertical-Specific

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### Customer Service Excellence
Users consistently praise Replyco's exceptional customer service and support capabilities. Reviewers highlight the company's dedication to improving customer interactions and the responsiveness of their customer service representatives. Despite some challenges with time zone differences causing occasional delays in responses, users appreciate the overall high quality of customer support provided by Replyco. The company's commitment to listening to customer feedback and swiftly implementing changes based on user recommendations has also been well-received.

### Communication and Messaging
Users also appreciate the ability to consolidate multiple message streams into a single platform, allowing for efficient assignment to relevant teams and the use of canned responses for common inquiries. The user-friendly interface and straightforward message sending and receiving further contribute to the positive feedback on Replyco's communication and messaging functionalities. In general, users seem to find Replyco's communication and messaging features to be a valuable asset in streamlining their communication processes across various sales channels.

### Feature Integration and Updates
Users consistently praise Replyco for its commitment to enhancing their platform with a steady stream of new features and integrations. The frequent updates and additions are seen as a significant advantage, allowing users to stay ahead with the latest tools and functionalities. While some users have noted occasional bugs or disruptions due to the rapid pace of feature releases, the overall sentiment remains positive towards Replyco's feature integration and updates capabilities.

Integrates well with Linnworks: Many users have found that Replyco integrates seamlessly with Linnworks, making it effortless to set up, use, and manage. 

Consolidates emails in one place: Several reviewers appreciate that Replyco consolidates most of their emails in one convenient location. This eliminates the need to switch between different websites to reply to customers, saving time and improving efficiency.

Responsive customer support team: A number of users praise Replyco's customer support team for their exceptional responsiveness. They mention that the team has been quick to address concerns and recommendations, often integrating them within a week. This level of attentiveness ensures that users feel supported and valued as customers.

Delayed customer service response time: Some users have mentioned that they experienced delays in customer service due to the time zone difference between the UK and the US. 

Lack of integration with Etsy: Several reviewers have expressed disappointment over the lack of integration with Etsy, as it requires them to reply to customers on the Etsy website instead of within ReplyCo.

Buggy updates and minor annoyances: While acknowledging that ReplyCo introduces new features regularly, some users have reported occasional bugs and minor annoyances associated with these updates.

Replyco offers a range of use cases that have been praised by its users. One of the primary benefits is its ability to consolidate customer interactions from various marketplace portals into one platform. This streamlines communication across all sales channels, saving users time and reducing the need for manual customer replies. Users appreciate the software's ease of use and constant addition of features, which allows businesses to merge different roles and stay connected with distributed remote teams. In addition, Replyco's integration with Linnworks makes it particularly beneficial for users who heavily utilize this software. The responsive and accommodating customer service provided by Replyco has also received high regard from users, with instances where the support team has personally helped resolve issues. Moreover, the software's dark mode, seamless onboarding process, and prompt issue resolution contribute to a positive user experience. Overall, Replyco is seen as a comprehensive solution for dealing with both external customer and internal partner communications, providing an alternative to bulky, slow, and unreliable messaging software while improving customer service speed.

Growth

Business

Team

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

Issuetrak is help desk ticketing software that optimizes team workflows, automates requests, and expedites solutions. From managing IT help desk tickets, to processing product line change requests, its features allow organizations from any industry to track issues, measure data, and scale their support operation.

Support

Issuetrak

Replyco

Help desk software provides a centralized system for managing customer and employee support requests. It streamlines communication and ticket management, enabling support teams to resolve issues much more efficiently. In addition, Help desk platforms offer features such as automation, self-service portals, and advanced analytics to optimize the support workflow and enhance user satisfaction. Explore different help desk software products by reading our user reviews and comparing features to find the best fit for your team.

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.