This year at IDRsolutions we have been looking for ways we can improve our customer service. One of our key objectives was to standardise how we work and have a consistent way of providing high quality service to our customers and potential customers.
We now have four separate and distinct areas:
- Issue Tracking
- Management and Communication
We tested several different tools covering these areas and chose the four that best fitted our requirements.
We wanted to have a separate system for all sales-related enquiries. Our aims were to communicate more easily with customers and potential customers, standardise the way we work and allow us to monitor our leads effectively. We tested close.io and found that it met all of these requirements. You can read more about why we chose close.io here. (ADD LINK)
To improve the way we provide support, we wanted to have a single point of contact between the customer and the front line support team. From there we wanted them to be able to raise a bug report. We decided to go with Zendesk, as we felt it provided the easiest way to reply to customers from one place. We found that it was easy to set up and came with good support and documentation. We were able to connect it to JIRA using Zapier, allowing us to raise bug reports directly from the support desk. Zendesk is also used by customers as diverse as Groupon, Tesco and Skyscanner. Last week we wrote a more detailed post on support desks which you can find here. (ADD LINK)
This year we have started using JIRA, a highly popular bug tracking tool. Any bugs that need fixing or new technical features we are adding have a case in JIRA. We have found that it is very configurable, releases are easy to manage and release notes are automatically generated. The dashboard can be customised to suit your needs and makes it easy for us to keep track of technical developments. Here you can find more detail on how we use JIRA.
Management and Communication
We wanted to have a separate place for general discussion and communication. The aim was to cut down on interruptions, move away from email and have an asynchronous model for communication, where people have access to the information they need but can choose when they want to be interrupted. We have started using Basecamp as it meets all of these requirements. This is why and how we use it. (ADD LINK)
Are you using close.io, Zendesk, JIRA or Basecamp? Or are you using something else? Let us know below in the comments.