Support Hero

What do you like best?

Before we moved to SupportHero, our customers had to mail our support email (which we had tagged to a basic ticketing system). Often, we would get multiple queries for the same issue and this led to a lot of monotony (longer work days and lower job satisfaction) due to the mundane repeated nature of requests. After we adopted SupportHero, the embedded site widget gives site-visitors context-specific help by requiring a search of a knowledge base before they can lodge a ticket. Firstly, this leads to lesser tickets. Secondly, Support Hero gives you reports on key-words which were searched, so if you see a particular theme being repeated, you now have inputs to improve your knowledge base and making articles more clear. And finally, the fact that you now have a motivator to constantly keep improving your knowledge base itself is great.

What do you dislike?

The tool does not offer enough flexibility in terms of customizing its look and feel. They do not offer customers the ability to tweak the CSS (we wanted a custom sized widget with dimensions our specifications).

Recommendations to others considering the product:

It requires a little patience to work with at first because it requires a shift in mindset. Your support team probably will initially not like it at first. What I would suggest is you have your team build a list of the top 30-40 issues they repeatedly provide guidance on and build the knowledge base in as detailed a manner as possible. Once the tool is set up and starts working, your team will begin to see the magic benefits of this powerful software product.

What problems are you solving with the product? What benefits have you realized?

The tool has helped us big time with our customer support management. It has converted our support team from operating in reactive to proactive mode.