Support Ticketing and Success Software
Stephen Shieh
Member Posts: 2 Navigator

Hi fellow CS leaders! Would love some guidance on the following:
My company is thinking about not renewing our CRM license and we have already started looking at other options. Our sales team is looking into using close.io for sales and as a CS org, we are trying to figure out what ongoing customer management looks like. Close.io is mainly a sales tool and does not have any support ticketing or post-sales features. They recommended that I looked into HelpScout for a support tool that integrates with close.io. I looked into it and it looks like it would function as a super basic support tool but it did not have any sort of account management capabilities for business records like our old CRM. What I am worried about is not having one central place of record to see communication, notes, etc..
We have also been evaluating churn zero as a success tool because of it's automated plays and product integration. I am thinking that this tool will help give us that central place of record even though it is not a full CRM. I'm hoping that would work and we could go with a basic support ticketing tool if we had churn zero. However, I am not used to not having a full CRM like hubspot or salesforce. What am I missing here in my thinking? Does anyone else use multiple tools like this for their customer management?
Any insight helps!
Best,
My company is thinking about not renewing our CRM license and we have already started looking at other options. Our sales team is looking into using close.io for sales and as a CS org, we are trying to figure out what ongoing customer management looks like. Close.io is mainly a sales tool and does not have any support ticketing or post-sales features. They recommended that I looked into HelpScout for a support tool that integrates with close.io. I looked into it and it looks like it would function as a super basic support tool but it did not have any sort of account management capabilities for business records like our old CRM. What I am worried about is not having one central place of record to see communication, notes, etc..
We have also been evaluating churn zero as a success tool because of it's automated plays and product integration. I am thinking that this tool will help give us that central place of record even though it is not a full CRM. I'm hoping that would work and we could go with a basic support ticketing tool if we had churn zero. However, I am not used to not having a full CRM like hubspot or salesforce. What am I missing here in my thinking? Does anyone else use multiple tools like this for their customer management?
Any insight helps!
Best,
0
Comments
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Hi Stephen! I'm in a similar situation and am interested in what responses others in the community may have.
Or perhaps you've arrived at a solution, in which case I'd love to hear about that as well!
Thanks,0
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