I'm going to be purchasing one of these systems soon to help with multiple customer support agents handling email inquiries. Does anyone have any comments on these three systems or any recommendations? My needs are fairly simple. I need it to parse email and then be able to assign it to a particularly csr. If that csr can't handle it I want him to be able to tag it for an admin. Also, I want the software to bring up any past correspondence from that user. Thanks, Kevin
good question... from my past experiences (been looking at all 3 products a couple months ago) I think that "reassigning" would work What I could not find so far is another thing.... Notifications/Reminders I want to set the system up so it "pings" the client again after 48 hours, 5 days or whatever the agent thinks is appropriate if he is waiting for a response any clue?
Active campaign, cerberus and kayako, these three are good and robust live supports, having a reputation in the market. But, Since we start using liveperson, we feel there is nothing like this. Instead of investing money in different services from different vendors, we find its integrated live application a real cost effective solution. It also works flawlessly.