Great customer support could be the difference between customers coming to your business or choosing a competitor. Everyone that is willingly paying their hard-earned cash wants to at least know that the business providing the service they require is at least willing to do their best to resolve any issues or queries they may have.
This is where SupportFu comes in. With other support apps, the user is immediately thrown into the confinements of using a ticket app when all they want to do is get a straightforward answer. SupportFu addresses this issue and provides an interface for support teams to communicate with their users without causing any inconvenience for them by making them leave their email.
“What exactly is SupportFu?”
Besides an app with a clear martial arts-inspired name, SupportFu is an interface for your customer support that sure as hell packs a punch (and a kick). This type of task is usually handled by either email alone or through a web-based support desk which usually requires the customer to create an account before they can even view the status of their request. SupportFu understands that this can be a real pain and when customers are provided with ticket numbers, it can generally make them feel less important and of course, you don’t want that!
Therefore, SupportFu was grown to ensure that customer support teams can outgrow their email inboxes and prevent customers from feeling like just another number. It’s easy to set up and all users need to do is first ensure that emails sent to their designated support address are forwarded to the random @supportfu.net email address and instructions for this are provided for GMail/Google Apps. This forwards all support emails to SupportFu, where support teams can then log in and begin to work on responding to customer’s queries and providing awesome customer service.
Making Customers Feel Special
Let’s pretend for instance that you’re running a small online music store and one of your customers has recently purchased their favourite band’s new album through you, only to be left waiting when it hasn’t arrived. They’ve sent an email to the support email address and it’s been piped to SupportFu, waiting for you to get started. What next?
The ticket is created and then placed in the Unassigned category, ready for assigning. When reviewing each ticket, you’ll know who the best person is for handling that ticket and SupportFu makes it easy to assign a ticket to that person. When the Assign link is clicked below each ticket, a list of all support staff can be seen and with a single click, it’s assigned to them. There’s also a handy Assign to Me button which automatically assigns the ticket to you for handling straight away. Tickets can also be placed on hold with the Hold link, where they won’t appear in the count of new tickets but will reside at the bottom of the assigned tickets section for each user.
SupportFu also allows users to predefine labels which can, in a single click, be assigned to each ticket. Though it doesn’t allow for custom ones to be chosen as the ticket is being labelled, the fact that it requires users to define the labels beforehand allows for an overall fluid and consistent approach to categorisation.
Adding a Personal Touch
As tickets are replied to, the user is sent an email which to look at, will show absolutely no traces of a ticket system being there — SupportFu’s presence almost invisible. This ensures a more personal correspondence, though behind-the-scenes, everything is managed incredibly well through the interface itself.
Administrators can also provide a signature that is appended to every outgoing response to make the overall experience more consistent, allowing for variables such as the support provider’s name that give it that personal touch. It also provides an option to define whether the name of the mailbox or the respondent should be shown as the sender of the email, providing a custom touch — depending on the level of personalisation required.
All good things must come at a price and SupportFu offers various plans to suit the needs of most companies. Starting at $29 per month and going up to $199, each allows for varying numbers of users and mailboxes with the system. The lowest plan provides organisations with a single mailbox with the option of adding an additional two support staff to the account. If you want to separate the support addresses and offer different support email addresses for different sections of your company or for different products with their own staff, this can be done easily by upgrading the account’s plan. Each one comes with unlimited tickets and unlimited storage for attachments so there’s no need to worry about tedious caps on usage.
SupportFu provides its users with a very nice experience — both on their part and on the part of the customers. It understands the need for this type of app after everything’s somehow become less personal as companies grow bigger and does a great job at addressing this problem. The design is perfect, everything’s laid out in a logical manner — without causing any confusion whatsoever. However, though it’s competitively priced, many competing apps also offer a free plan so that support teams can get a real feel for it as their company grows. Though it does offer a free trial, this free plan in particular isn’t present. Regardless, the freemium model doesn’t work for all so it may be a good move. Overall, SupportFu is a perfect example of an app that addresses a particular need and makes the lives of both businesses and customers that extra bit better.