When you are designing your support ecosystem, you have to choose between omnichannel or multi-channel support tools. Omnichannel purports to address a multitude of things including help desk, social media, and phone support, but it’s next to impossible to find a solution that meets your company’s unique needs. Often, it’s better to select a help desk and then build a support stack around it. Help Scout is one key help desk tool that can be used for this purpose. Basecamp, Trello, and Zoom are examples of other tools that can be very useful as part of your multi-channel support stack.
- The reality is that since no two companies are alike, it’s practically impossible to find a one-size-fits-all, customer support solution.
- Chrome: “the most stable browser I’ve used for support. The ability to have multiple windows open with different profiles is killer.”
- Fullstory lets you record, replay, search, and analyze real users’ experiences with your site.
“”The one-and-done temptation of an omnichannel support tool can be hard to resist, when startup costs initially appear lower and you’ve eliminated the need to make tedious choices among other more specialized tools. The reality is that since no two companies are alike, it’s practically impossible to find a one-size-fits-all, customer support solution.””