• We use a tool called HelpSpot for email ticketing. They have a knowledge base for FAQs but no forum / community platform. Their technology not nearly as good • We looked at a number of tools that did either FAQ or feedback or community, but none except GetSatisfaction did all of these things. • Looked at Kissmetrics for feedback. But they only did feedback. • Localizations capability into Spanish French and German was also very important and this ruled out most vendors.
Management view is nice. It's very easy to navigate. We would prefer the ability to make inline comments which is not possible right now. There are some efficiency gains be made. It seems as though there are two many too many screens to go through to accomplish basic tasks.
Helpspot (Userscape). We feed emails to our system. We can see attributes about whats ebeen posted. Reason were doing is for metrics. We can see how many questions are closed by customers etc. Would love to have this in the product. We’re looking at Desk.com (SFDC). Also, Parature. ZenDesk. Use Sugar CRM. Sales team likes it. Not great for support.
Very limited integration because of the weakness of our support tool. We feed emails to our system. We can see attributes about whats been posted. We built this integration mostly for metrics. We can see how many questions are closed by customers etc.
We’re looking at a replacement help desk / ticketing system. Currently considering Desk.com (SFDC). Also, Parature. and ZenDesk.