CIS 440 Feedback/Live Chat/Help Desk Demo

Brandon, Chris, Terry

http://www.feedbackify.com/◦ On page feedback/survey◦ $19 per month

http://www.dictionary.com/

Feedbackify

http://www.snapengage.com/indexent.html◦ Easy to integrate ◦ On-page chat, only notifies you when customer

raises question◦ $49-$349 per month

http://www.grandcanyon.com/

SnapEngage

Issue Burner Dashboard view

Group creation

Automatic ticketing via email

Ticket handling

Automatic email notification

Pro◦ Easy to master interface, minimalist layout◦ Automatic ticket generation from emails (HUGE

timesaver)◦ Closed-loop communication with client from help

desk Con

◦ Limited/non-existent enterprise customization options

◦ No integration API◦ SLOW response on Trial mode ◦ No integrated metrics or statistics

Thoughts

ZenDesk Dashboard

Ticket creation

Built-in classification, urgency, escalation paths, and statuses

Macros automate your most common responses

Internal Support Forums

Pros◦ Streamlined interface; provides many default

options without cluttering◦ CRM integration available: Salesforce.com, MS

Dynamics 2011, SugarCRM◦ Twitter feeds API built-in◦ For small to medium businesses, default setup

should meet all their needs Cons

◦ Price: Between $29 and $119/mo per agent◦ It will not cook you breakfast

Thoughts

Questions?