Success Center

Find tips and best practices for making awesome service your secret ingredient.

Today's Help Desk Software

Today's customer is placing unprecedented demands on smaller companies to deliver customer service in the cloud across traditional and social channels. Implementing a help desk software solution can make your job easier. And if you get there ahead of your competition, customers will notice. is a new type of help desk software that you don't have to install. It's a software as a service platform that delivers customer service through the web, unlike traditional help desk software. So there's no hardware of software installations or updates— is scalable, web-based and in the cloud. That means easy sign-up, easy deployment, and an easy experience for both your Agents and your customers. is the social, mobile, easy-to-use and affordable help desk software solution adaptable and customizable to your business' needs.

Introducing The New Social Help Desk is a social help desk designed to help companies address their customer's needs in the most effective way possible—in both traditional and social environments including Facebook, Twitter, email, chat and phone. That way, you can respond efficiently in real-time wherever a customer reaches out. is easy to use and uncomplicated. It's so simple to manage that any company, even without an IT staff, can get up and running in no time. Any employee can use their help desk software with mobile so they can support their customers any time, anywhere. Finally,'s pricing is straightforward, simple and honest. You can scale up and down based on the season or your business needs and only pay for what you use, making it possible for anyone in an organization to participate in customer support—easily and affordably. is the social, mobile, simple and affordable help desk software solution.

The New Social Help Desk for Small Businesses is helping companies deliver awesomely responsive customer support:

Social provides a new social help desk that demystifies integrating social networks with other support channels like email, phone and web, all in one, easy-to-use Agent Desktop. The Facebook and Twitter integrations with come standard, right out of the box. In fewer than five clicks, a company can connect its Facebook or Twitter accounts to the Agent Desktop. Social networks are now first-class citizens along with traditional customer support channels.


Why You Need Case Management Software

As it currently stands, 87% of all company communications are via email. If you’re a young company you probably have set up a shared email inbox, such as Gmail, to handle all customer interactions. But as you grow, your customer support can’t survive on Gmail. Why? Because Gmail only has one inbox made for one person — it’s not built for teams and to deliver multichannel customer support. The result is that support tickets fall through the cracks and questions go unanswered, which may ultimately impact your bottom line.

The fundamentals of delivering amazing customer service on every channel is solid, multichannel case management. Case management does more than help you manage, prioritize and organize your customer interactions. It also clarifies to whom each customer case is assigned, its channel, its priority and when it was created, updated and resolved. This allows your support agents to address every customer case effectively and provide each customer with a consistent service experience.

What You Can Do With Case Management Software

Automate your Support

Using’s Business Rules, you’re able to automate how responses go from your team to your customers. Whether the rules are simple (like automatically setting a priority to Twitter cases) or complex (like routing emails about “jobs” to HR), you’ll get through your messages a lot faster.

Get More Done, Faster

Case filters organize your customer cases into work queues. Create filters to view cases assigned to you, cases from a specific channel, and cases that are updated, pending or resolved. You know exactly what you need to work on and can avoid multiple people working on the same customer case.

Categorize Your Cases and Add Custom Information

Labels help you organize your customer cases into categories or work queues. Only you and your team can see your labels so whether you mark a customer case with “VIP Customer” or “Escalate Case,” the sender will never know.

Customer profiles and history at your fingertips

No customer likes to explain a problem twice nor does a support agent like to be in the dark about customers and their prior interactions. Case management lets you build a profile for each customer and keep track of all customer interactions. This makes it incredibly easy to track details about your customers and address them personally and effectively.


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