What our Customers say:

"This will change my ability to do my job. You are my hero! :)"

"Kristin, you have done a very good job for us."

"We consider you a friend of the company and recommend your services!"

"Thank you for an enjoyable and informative class!"

Read what others are saying about KR Consulting!

Tools for Small to Mid-Sized Support Centers

KR Consulting does not recommend one vendor’s tool over another, but provides a list of tools that are appropriately priced and featured for the small to mid-sized support center.  This list accompanies the Support Tools chapter in Kristin Robertson’s book, Spectacular Support Centers.

Service Management Systems:

Licensed Software:

Hosted software:

Phone systems:

Voice over Internet Protocol systems:

Call recording solutions:

Surveying Tools:

Email/web survey tools:

IVR-based telephone surveys tools:

Knowledge bases:

Most stand-alone knowledge bases are too expensive for smaller support centers.  Fortunately, many service management systems have integrated knowledge bases.

Instant Messaging/Chat Tools

Staffing and Scheduling Tools:

Free tools:

Low-cost tools:

Remote Control: