I am selecting a customer service workflow tool to help manage inbound customer communications. A small group of employees will be logged into this tool to receive questions via email, social media posts, and (probably) live chat from prospective and existing customers. The goal is to help maintain a record of all communications, ensure no messages "fall through the cracks", and help us measure our responsiveness, efficiency, and productivity as a service organization. The tool we select should ideally also help us generate and manage a knowledge base / FAQ site.
The candidates I have identified so far:
Desk.com (formerly Assist.ly) - $49/user/month
ZenDesk - $20 - $49/user/month
UserVoice - $15 - $35/user/month
FreshDesk - $9 - $25/user/month
Does anyone have experience using these? Your suggestions and feedback are appreciated.
