We are incredibly excited to share a new product with you today that we're calling Conversations. Our goal since the beginning was to build a platform to allow businesses to provide better support to their customers.
Multiple Channels
The web has changed a lot in many recent years and customers are now wanting to communicate over many different channels, from traditional email to social media to in-app and they want support wherever they go. You can still setup an email address forwards to automatically create tickets and when you respond will come from your business.
We're happy to have integrations with Twilio to power SMS messaging and Twitter to start with more as you request them.
Expandable Integrations
There are several website widgets that support both authenticated sessions (behind a login wall) and unauthenticated and use sessions to allow customers to manage their tickets so they can continue where they left off with their last message. Our widgets have two primary types, inline and overlay. The overlay can be placed onto any page in a modal/box window that expand when a customer clicks "Help". The inline is like Guides where it blends into a page of your site and inherits the design. The widgets allow customers to contact your business as well as see a list of tickets and manage them as a ticket portal.
Pull in data from your billing system in real-time into the sidebar when viewing a conversation to be able to get a quick heads up for important metrics or information to make a reply to a customer that much faster.
We'll be adding one click 3rd party integrations such as CRM and payment systems like MailChimp and Stripe and notification tools like HipChat, Slack, and Zapier to keep you aware of what's going on down the road as well.
Team Collaboration
Conversations features what we are calling Mailboxes, each being a separate group of ticket buckets for organizing. You can separate your sales and support into two mailboxes, or if you have several businesses you could make one for each. Then we have important features like private notes, assignments, statuses.
Whether you're just starting out with your first website and want tools that will scale with your project as it grows or an enterprise business with hundreds of agents we think the tools should be easy to use and affordable to use by all to help push our vision of better customer support for everyone.
Give it a try and let us know what you think. Be on the lookout for our new API documentation which will give you complete flexibility for how you best want to use our platform.