Ask HN: A better way to do customer support for small teams?

Posted by JacksonJi on Thursday June 27, 2024 @10:14PM
from the ask-hn dept.

I'm a non-tech in a small team - handling everything except development (customer support, sales, PR, etc.).

When talking to customers (about issues, feature suggestion etc), it's often difficult to respond alone, need to talk with devs. I usually share the issue on Slack, discuss it with devs/PMs, draft a response, get it approved, and then share it on Intercom. This process is tedious and kinda feels like being just a message relay.

I wish I could get all CS-related noti on Slack, tag relevant team members and draft & send responses in the same thread. I have similar needs for sales-related email threads and LinkedIn conversations. Am I the only one feeling this inefficiency? How do others handle this in their startups or small teams?

( 5 comments | on HN )

Re:Ask HN: A better way to do customer support for small teams? by RazorX on Thursday June 27, 2024 @10:56PM (#40817302)

This has been working very well for us. Been using it for almost a year now https://unthread.io/

[ Parent | on HN ]

Re:Ask HN: A better way to do customer support for small teams? by jacksonji506 on Monday July 01, 2024 @10:55PM (#40853157)

Thanks, checked out and quite fits my needs! Seems these kind of products are new in the scene?

[ Parent | on HN ]

Re:Ask HN: A better way to do customer support for small teams? by mrbirddev on Thursday June 27, 2024 @10:18PM (#40817160)

I remember my past team configured a Slack Intercom integration. Don't know the details tho

[ Parent | on HN ]

Re:Ask HN: A better way to do customer support for small teams? by kentich on Saturday June 29, 2024 @06:02AM (#40829088)

Could it solve your problem, if you and your teammates were in a long video meeting through virtual frosted glass with this tool:

https://meetingglass.com/

It this case, you would have your teammates literally at your fingertips, and could ask them questions right away.

[ Parent | on HN ]

Re:Ask HN: A better way to do customer support for small teams? by jobryan on Tuesday July 02, 2024 @12:35PM (#40858230)

We have built out Atlas just for a use case like this. Check out our Slack integration here: https://atlas.so/slack-connect

[ Parent | on HN ]