Customer service · Customer Success

What is your Customer Support Stack (People and Technology)?

Helen Adeosun

May 11th, 2016

Hey everyone, 

We operate a high touch educational support platform. We currently have great customer support contractors from Upwork, but we're struggling to figure out telephone services and customer support tools that work best for our support team.

What is your customer support stack including people, tools for documentation, onboarding, calling, and chat support.

What are your favorite tools, what are you automating well, what uniquw systems has your team developed?

Thank you!
Helen Adeosun

Helen Altshuler CTO at PeerIQ

May 12th, 2016

 Zendesk has been the tool of choice by many cloud based service providers to effectively track customer inquiries, resolution, resources, as well as enable communication/messaging. I am looking to set one up for our startup within the next month or so.

Hussein Kurji Manager of IT at Richmond Olympic Oval

May 11th, 2016

Hi Helen, I recommend using www.supportbench.com Enterprise custom customer support system that i would recommend. Regards, Hussein

D. Scott Mattson CEO and President, Customer Support Networks/Game Center Group

Last updated on June 11th, 2018

We utilize many different help desk platforms, including our own in-house FAQ/Ticket/Live chat. As far as telephony support goes I would suggest a cloud based solution that is VOIP based. I would also recommend a PRI back up in case the internet based platform konks out. It all really depends on how much of a mission critical function the telephone is as a part of your business model.