Great for tackling customer support requests
July 09, 2019

Great for tackling customer support requests

Anca Pop | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gist

We use Gist for everyday support with both our existing clients (through our web app) and with our potential clients (through our website). We tackle anything from tech issues, to lead generation, to answering product questions our users may have in the early stages. We also use it to communicate with users on a regular basis.
  • Assigning conversations to different team members.
  • Not allowing two team members to type at the same time (avoids double responses).
  • Snoozing conversations to wait for the resolution without forgetting to followup.
  • Pending indefinitely feature - something they had but removed recently. It's especially useful when the ETA for the resolution is out of your hands.
  • It's helped us improve our ROI.
  • Intercom
We chose Gist over Intercom after running them both for different needs. Gist proved to be more suited for us both in terms of pricing and ease of use.
Technical difficulties in app usage, lead generation with website visitors - these are scenarios it's well suited for.

More in-depth issues that require further investigation or input from other teams. - this is a scenario it's less appropriate for.