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CIS 440 Feedback/Live Chat/Help Desk Demo

CIS 440 Feedback/Live Chat/Help Desk Demo. Brandon, Chris, Terry. Feedbackify. http://www.feedbackify.com/ On page feedback/survey $19 per month http://www.dictionary.com/. SnapEngage. http://www.snapengage.com/indexent.html Easy to integrate

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CIS 440 Feedback/Live Chat/Help Desk Demo

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  1. CIS 440 Feedback/Live Chat/Help Desk Demo Brandon, Chris, Terry

  2. Feedbackify • http://www.feedbackify.com/ • On page feedback/survey • $19 per month • http://www.dictionary.com/

  3. SnapEngage • http://www.snapengage.com/indexent.html • Easy to integrate • On-page chat, only notifies you when customer raises question • $49-$349 per month • http://www.grandcanyon.com/

  4. Issue Burner Dashboard view

  5. Group creation

  6. Automatic ticketing via email

  7. Ticket handling

  8. Automatic email notification

  9. Thoughts • Pro • Easy to master interface, minimalist layout • Automatic ticket generation from emails (HUGE timesaver) • Closed-loop communication with client from help desk • Con • Limited/non-existent enterprise customization options • No integration API • SLOW response on Trial mode • No integrated metrics or statistics

  10. ZenDesk Dashboard

  11. Ticket creation

  12. Built-in classification, urgency, escalation paths, and statuses

  13. Macros automate your most common responses

  14. Internal Support Forums

  15. Thoughts • Pros • Streamlined interface; provides many default options without cluttering • CRM integration available: Salesforce.com, MS Dynamics 2011, SugarCRM • Twitter feeds API built-in • For small to medium businesses, default setup should meet all their needs • Cons • Price: Between $29 and $119/mo per agent • It will not cook you breakfast

  16. Questions?

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