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Posted by Emma McGowan on Feb 2, 2015
If the adage “the customer is always right” is true for brick-and-mortar businesses, then it’s doubly true for
startups. Actually, I’d say successful startups know that the customer is not only always right but needs to be
responded to ASAP and maybe even needs to be fed a few peeled grapes.
Startups rely heavily on customer loyalty and early-adopters to get our businesses off the ground, so a startup
with poor customer service is one that’s not going to be around for very long, unless they’re selling something
extremely addictive or like, all of the world’s water supply.
Startups (and other, non-startup small and medium sized businesses) looking for a great way to maximize their
customer service work flow should take a look at Helprace, a new player in the customer service software game.
Even as a relatively little guy in a crowded field, Helprace has come out punching with a few features that set it
apart from the crowd.
First of all, unlike any other customer service software, Helprace provides a help desk and a community all in one
place. Rather than just serving as a complaint desk, users can ask questions, share advice (all about the user
feedback, y’all), report a problem they’re having, or give props. They can also chat amongst themselves, sharing
the things they love, the things they’re having trouble with, and building loyalty to your brand.
But back to the customer service module itself.
Helprace gets rid of repetitive ticket actions by setting up pre-made replies and ticket properties that managers
can activate with a single click, potentially eliminating hours of work. Managers can also set up auto-assignments
for certain types of request, manually assign them as they come in, or take care of them themselves, depending
on their needs.
The backend also has a “top-secret collaboration” section where team members can work together on solving
customer problems. Harness the power of your hive mind to tackle the really hard ones that have everyone
scratching their heads and wondering, “WTF is this guys talking about??”
KillerStartups > Startup Reviews > Make Sure Your Customer Always FEELS Like She’s Right
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Even tracking how well your team is performing is easy with Helprace. Their system is called Service Level
Agreement and lets users set targets and goals as well as monitor how well their agents doing their jobs.
Helprace is also totally affordable on a bootstrapped budget, starting at free for those of you who are still in the
early stages and going to the crazy-high (not!) price of $18 a month for quite literally everything they have to
offer. They also have a 30-day free trial for any of the plans, why not head over to Helprace.com and give it a
shot? Remember: even if they customer isn’t always right, they need to walk away happy, right?
Photo Credits
Helprace | Shutterstock
Author : Emma McGowan
Emma is a proud native of Burlington, Vermont, who has lived in six different countries over the past
two years. She's living and loving the global nomad life and writing about technology and startups
everywhere she goes. Check out more of her writing about tech on (the more titillating stuff)
KinkAndCode.. Follow her on Twitter @MissEmmaMcG.
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