Image
Top
Navigation
October 7, 2013

Snappy – Invisible Customer Service Tools

ss-snappy
A customer support system with too many bells and whistles can sometimes create more problems than it solves. Rather than developing an overwrought system with too many features, Snappy has gone in the opposite direction. The stripped down customer support app offers email management, customer self-serve, reporting, and team collaboration tools.

Set up your team’s new Snappy account, and then forward your existing work email accounts to Snappy. The web application makes it easy for companies of all sizes get their mailbox set up instantly, without having to configure any servers. Assuming you run a small business, you can create your own FAQ pages meant to address whichever questions or topics come up most frequently among your online customers. FAQ articles are listed on a single, organized page, and the answers you type up can easily be inserted into emails as canned responses when replying to individual questions that have come in from customers online.

When customers have a question about a product or service, they can contact your company directly using the tools that Snappy provides. Email queries can then be tagged and responded to by your team without having to go through any complicated workflows. Your support staff can manage incoming tickets from any email client by utilizing a series of unique commands. Finally, Snappy’s built-in reporting system makes it easy for you to find problem areas within your website and better understand how your staff is performing when it comes to response times and other customer issues.

Practical Uses:

  • Create a knowledge base for your website
  • Encourage your support staff to answer more customer questions
  • Quickly respond to frequently asked questions from website visitors
  • Collaborate with your team to resolve ongoing support issues

Insider Tips:

  • Use Snappy’s API to create and manage tickets
  • Get notified when things change within Snappy using Webhooks
  • “Lenses” allow you to see specific types of tickets
  • Use the team wall to organize group meetings after work

What we liked:

  • Batching tools allow support teams to respond to multiple queries at one time
  • Snappy’s reporting tools make it easy for managers to understand workflow issues
  • Collaboration features are useful for teams
  • Businesses can reply to customer emails from anywhere

What we didn’t like:

  • Snappy’s Knowledge Base is surprisingly sparse for a company focused on customer service

Alternatives:

Company Info:

Costs:

  • $19 per user, per month