Why you need to systemise your customer interactions, stat
We can hear your groans and moans from here. Customer support systems are just so impersonal. Your customers want to talk to you! You’re the only one who can fix their issue. Sorry, but we’re here with your reality check – your customers want to get their problem fixed, and as fast as possible, and there is going to be a day soon, if it hasn’t come already, where you won’t be physically able to handle each and every request.
By getting on an awesome support system now, you’ll be ready to hand over to an intern, admin staff or virtual assistant seamlessly when the time comes – keeping your customers happy and your team fully prepared to handle requests with a whole library of templates that you’ve created. Our recommendation is to set up firstname.lastname@example.org from the outset.
Your ongoing annual cost
Free Plan – includes 3 users, 1 mailbox and minimal features
Premium Plan – USD $180.00 per user
Help Scout is a leading customer support system designed for businesses with various sizes and needs. We love that it integrates natively with Google Apps for Work, meaning it’s super easy to get you (and your team) going. Help Scout allows you to review incoming emails, change the subject and assign the threads to teammates. Better yet, you can also write internal notes to your teammates letting them know what you want them to do with the ticket.
To build out your help desk, you can also write saved replies, which your teammates can use in a pinch if they’re stuck with the words to use or if you want to use a standardised response across the board. No matter how small your business, Help Scout creates a unified inbox, so that you can confidently expand your team without worrying about emails getting deleted or lost. The premium version also includes a rating system, which means your customers can leave feedback straightaway.