AdHustler

Im looking for a way to track support of clients. For instance....we call a client 3 times to get some info...they never call us back....then call a month later saying we never followed up. Id like a system where i can pull up that client and see the history of us contacting them. Id think this is the job of a crm but we want something real simple and that is less geared towards sales and more towards the relationship with the client.

Ive tried highrise but its just kinda mehh.

Any suggestions?

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FortressDewey

Have you looked at SugarCRM, it's open source. Otherwise, perhaps a cheap version of sales force might work.

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evilchippy

I use ZenDesk and absolutely love it.

amateursurgeon

Sound like you don't need CRM, you need a helpdesk system.

Zendesk is pretty good for that I hear.

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flipper

desk.com is pretty good as well for support

dmnEPC

Highrise: Small Business CRM, Web-Based Contact Manager. The guys at 37signals are doin a lot of really cool things. They have a few packages you'll have to see which might work for you

shopdeal

He said meh about highrise already... Read THE post first before replying it.

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dmnEPC

Nice work you should apply to become a mod.

AdHustler

Zendesk does not work because you cant track things by client business name....you can only track them by individual which means if your dealing with several individuals at an organization you cant see all of the activity at one glance about that business. Its hard to explain but it doesnt work....i tried it.

Id be open to help desk but that never really seems to fit the need either from what ive tried.

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dmnEPC

Are you looking for something that automatically logs the calls showing date/time/duration and then your typical client details. Or just something that gets manually entered?

AdHustler

manual is fine. I basically want to be able to track everything happening with an organization (between multiple employees on both our side and their side) in 1 place so i can quickly pull up an account of everything thats happened and speak intelligently regarding whats going on with that account, rather then asking a few different people what happened with this and what happened with that.

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Paper_Chase

I'm in the same boat as you. I've only heard bad things about Volusion's servers being slow and laggy, and that is just unacceptable if you are running an eCommerce site.

Ultra Cart seems pretty badass though. It comes with a good affiliate management system as well. Here are some youtube videos of it in action: UltraCartVideos - YouTube

momchil9

Features - Desk.com


and it is by salesforce, so if you need anything more, you would get it, because it is integrated in it.

amateursurgeon

In which case the support module of salesforce.com will do what you need. Try team edition, it's not quite as spendy as the others.

http://www.salesforce.com/uk/crm/edi...ng-service.jsp

SugarCRM or Zoho might be less spendy alternatives

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nickCR

I've used Kayako.com for years, should fit the bill.

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CLKeenan

Similar topics; but does anyone know of a self-hosted customer service platform?

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KaniGT5

connectwise

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shawnhag

adhustler - ever consider going the "project management" route instead? depending on how big your client base is (would work for 1-1000 clients prob)

that is what i do it is much simpler in most cases depending on how many fields you demand

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guerilla

Streak - CRM in your Inbox

njoy.

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schindyguy

Before you think I'm crazy, I'd take another look at zendesk

I know you can add a extra field to an end user through extensions and then use built in search to see all the activity of the business name. I just noticed an end user doesn't have a business field by default.

Also, with zendesk voice + twilio sms + olark you really can have an amazing system allowing all calls/txts/webchat to be recorded, logged, and processed by agents in one place.

rish3

Somewhat similar to the tool that guerilla posted...

If you happen to spend a lot of time in gmail with customers, WORKetc Business Management Software is cool, because it puts a contextual widget in gmail where you can:

- open a ticket right from a customer's email
- see what tickets a customer has, again, within the context of their email

It's more of a CRM tool than straight help desk, but this works well in my situation. $79/month for 2 users.