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That's incorrect. As usual, there are excellent, free, open-source solutions like http://osticket.com

Hiring a programmer to reinvent the wheel on an incredibly common task like a support ticket system would not be wise.

10 months, 4 weeks ago on In the Trenches: Team vs. Individual Customer Service

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Even if the team concept is best, it seems you're not using the right tool for the job. A HelpDesk-style tool where a customer opens a ticket and then can simply reply to the emails is the correct tool. Your team works in a tree-based online interface that keeps all a customer's correspondence in one place, has an easy interface to view all unanswered responses, keeps all replies in one central thread per issue, etc. Easier for customer, way easier for you.

11 months ago on In the Trenches: Team vs. Individual Customer Service

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