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:

  • RightNow Service by RightNow Technologies, www.rightnowtechnologies.com
  • SalesForce Service and Support by SalesForce.com, www.salesforce.com 

Phone systems:

Voice over Internet Protocol systems:

Call recording solutions:

Surveying Tools:

Email/web survey tools:

IVR-based telephone surveys tools:

  • Western Wats, http://www.westernwats.com/wats_ivr.htm

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:



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