Whether it is a profit-oriented or non-profit organization, most entities that registers presence on the internet do so with the intention of getting discovered and generating more traffic. This is more so with transactional sites or government-related services as they have to entertain a lot of user/customer traffic and the attendant complaints. Delivering customer service/support has continued to be one of the most critical areas of any online business operations and many fail at it. In order to solve this challenge, many businesses try new methods and then try to reinvent their customer support delivery platforms. The fact is, it is a continual challenge and providing the best possible effort is what many online businesses do. The use of multiple channels for resolving customer challenges has also worked for businesses thus there are now email support services and not just the traditional phone support. However, delivering customer support via email is not very easy either but a business’ success at using email as a customer support channel is determined by its choice of a provider for the support service. While there may be many of them available, some provide specialized service in email support and do so at costs that are quite easy on the business. Of course, not every online business has Google’s resources deep.
SupportBee is quite easily a leader in the provision of email customer service platform for businesses. It offers users a hosted helpdesk software and not only enables a support team to collaborate effectively, it also enhances their ability to deliver great customer service via email. SupportBee has succeeded in changing a lot of things in the way customer trouble tickets are handled presently. For example the usually complicated process of audit trails has been removed and replaced with a far more streamlined procedure. SupportBee typically requires that the support team using it work collaboratively in the true sense of the word and this entails trust among them. Traditionally, trouble tickets are dealt with solely by the support staff but this practice is quite restricting and for this reason, SupportBee has done away with it. This direction is a positive one as affirmed by Chad Dickerson, CEO of Etsy who revealed that out of every seven customer support emails at Etsy, one is dealt with by someone outside the support team. SupportBee has put in place a system that trimmed the fat off the traditional system while introducing fresh ideas and this has endeared the platform to many companies especially small-sized businesses looking to keep their customers happy and coming back.
Signing Up to Use SupportBee
In keeping with its tradition of ensuring a lean system of operation, SupportBee has a sign up process that makes things just as easy for the user. Getting to the homepage is one of the key steps and once you get there, within the top section of the page, you will find buttons inviting you to sign up and also for a free trial. At the top right corner of the page, you will find the ‘Sign Up’ link and a little further down, you will find the ‘Setup Your Account’ button. Clicking on these opens the Sign Up page where you will be presented with a registration form containing five fields with the following details required:
- Company Name
- SupportBee URL (e.g. Your name)
- Your Name
After filling in these details, click on the ‘Create My SupportBee’ button beneath the form to complete the process.
Costs of Using SupportBee
One of SupportBee’s unique selling propositions is that its pricing is based on ticket volume as opposed to the per agent pricing that is typically used by other providers. To understand the pricing, it is important to understand some of the jargons used. A ticket is a new support request and email threads on the same ticket still count as one. Email addresses in the app context refers to each email address from which you forward support request emails e.g. firstname.lastname@example.org. Groups refer to a team of support agents. SupportBee provides the same features for all plans without discrimination. The pricing plans are as follows:
- Startup: This costs $29/month and has a limit of 500 tickets per month. It accommodates 1 email address as well as one group. The plan also allows for an unlimited number of agents and apps.
- Small: This costs $69/month and has a limit of 2,000 tickets per month. It accommodates 3 email addresses as well as 3 groups. The plan also allows for an unlimited number of agents and apps.
- Medium: This costs $149/month and has a limit of 5,000 tickets per month. It accommodates 10 email addresses as well as 10 groups. The plan also allows for an unlimited number of agents and apps.
- Large: This costs $249/month and has a limit of 10,000 tickets per month. It accommodates 20 email addresses as well as 20 groups. The plan also allows for an unlimited number of agents and apps.
SupportBee uses Stripe, a reliable online payment processor for its payments thus assuring users of secure transactions with the platform. In addition, SupportBee offers a 14-day trial for any plan you choose and to sign up for the trial, you are not required to enter your credit card details.
Benefits of Using SupportBee
Benefits offered by SupportBee to its users include the following:
- Collaborative Helpdesk: SupportBee places high emphasis on collaborative thus it has built-in features for that purpose. These include labels and groups that organization and ticket assignment very easy.
- Cloud-Hosting: You will not be required to download or install any software at all as all the infrastructure is already hosted in the cloud.
- Mobile: You will not be bound to your desk while using SupportBee. This is because the platform is also accessible on mobile phone or tablet browser.
- Reports: SupportBee enables users to gain deep insight into their helpdesk performances with reports.