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: