Anyone know a good CRM for support not sales?

AdHustler

AdHustler

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Aug 24, 2007
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Im looking for a way to track support of clients. For instance....we call a client 3 times to get some info...they never call us back....then call a month later saying we never followed up. Id like a system where i can pull up that client and see the history of us contacting them. Id think this is the job of a crm but we want something real simple and that is less geared towards sales and more towards the relationship with the client.

Ive tried highrise but its just kinda mehh.

Any suggestions?
 


shopdeal said:
He said meh about highrise already... Read THE post first before replying it.
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Nice work you should apply to become a mod.

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evilchippy said:
I use ZenDesk and absolutely love it.
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Zendesk does not work because you cant track things by client business name....you can only track them by individual which means if your dealing with several individuals at an organization you cant see all of the activity at one glance about that business. Its hard to explain but it doesnt work....i tried it.

Id be open to help desk but that never really seems to fit the need either from what ive tried.
 
Are you looking for something that automatically logs the calls showing date/time/duration and then your typical client details. Or just something that gets manually entered?
 
dmnEPC said:
Are you looking for something that automatically logs the calls showing date/time/duration and then your typical client details. Or just something that gets manually entered?
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manual is fine. I basically want to be able to track everything happening with an organization (between multiple employees on both our side and their side) in 1 place so i can quickly pull up an account of everything thats happened and speak intelligently regarding whats going on with that account, rather then asking a few different people what happened with this and what happened with that.
 
I'm in the same boat as you. I've only heard bad things about Volusion's servers being slow and laggy, and that is just unacceptable if you are running an eCommerce site.

Ultra Cart seems pretty badass though. It comes with a good affiliate management system as well. Here are some youtube videos of it in action: UltraCartVideos - YouTube
 
AdHustler said:
Zendesk does not work because you cant track things by client business name....you can only track them by individual which means if your dealing with several individuals at an organization you cant see all of the activity at one glance about that business. Its hard to explain but it doesnt work....i tried it.

Id be open to help desk but that never really seems to fit the need either from what ive tried.
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In which case the support module of salesforce.com will do what you need. Try team edition, it's not quite as spendy as the others.

http://www.salesforce.com/uk/crm/editions-pricing-service.jsp

SugarCRM or Zoho might be less spendy alternatives
 
adhustler - ever consider going the "project management" route instead? depending on how big your client base is (would work for 1-1000 clients prob)

that is what i do it is much simpler in most cases depending on how many fields you demand
 
Before you think I'm crazy, I'd take another look at zendesk

AdHustler said:
Zendesk does not work because you cant track things by client business name....you can only track them by individual which means if your dealing with several individuals at an organization you cant see all of the activity at one glance about that business. Its hard to explain but it doesnt work....i tried it.

Id be open to help desk but that never really seems to fit the need either from what ive tried.
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I know you can add a extra field to an end user through extensions and then use built in search to see all the activity of the business name. I just noticed an end user doesn't have a business field by default.

Also, with zendesk voice + twilio sms + olark you really can have an amazing system allowing all calls/txts/webchat to be recorded, logged, and processed by agents in one place.
 
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