SupportBee, a help desk software aimed at startups and small companies, encourages an all-hands approach
January 8, 2013 by Terence LEE
It is often said that startups should adopt an all-hands-on-deck approach to customer support. That is, while customer service is traditionally the domain of a dedicated team, startups are encouraged to get the entire staff involved, and that includes the founders.
The reason is simple: Startups at the discovery stage are still evaluating their hypotheses and figuring out their product. So, customer support doubles up as market research, which is why even product and marketing people, right up to the CEO, should be addressing customers’ problems themselves.
With this approach in mind, the team at SupportBee, an India and Vietnam based startup, have set out to build a help desk software that encourages everyone to get involved.
The web app does this with an innovative pricing structure. Unlike Zendesk and Freshdesk, which charge by agent, SupportBee charges by ticket volume instead. The fees are affordable, at USD 19 for 300 tickets a month after a 14-day free trial. This is aimed at encouraging whole teams to be engaged in problem solving. Read more