What are you using for customer service?
What do you use to handle customer service requests?
I'm currently using good old email for customer service. It works, so long as there aren't too many customers. I've looked at the likes of Zendesks & co., but they tend to be overkill. Plus, as a customer I hate having to register separate accounts just to ask for help, or go through a convoluted multi-step process to get help.
Email works fine at first, but once you get a lot of customers, it’s hard to keep up. That’s why we use SearchAI, which includes Hybrid Search and a built-in chatbot. It really makes things easier, users can quickly find what they need, and the chatbot handles a lot of the basic questions without us stepping in every time.
I hadn't heard of SearchAI. Will have to check them out.
Are you still using email for those customers who have questions that the chatbot can't answer?
Yeah, still using email as the fallback. Chatbot handles basic stuff, but anything outside its flow or involving account-specific info gets pushed to email support
Hubspot, free version. Works quite well for both email and in-app/web chat widget. Didn’t configure much on it, just so that I see who is making the request, but know customer by heart, so even without that setting it would be fine.
Thanks. I didn't know that Hubspot had a free version, nor would I have thought about Hubspot for customer service.