Following on from the recent announcement that we are making changes to our support systems, Clear Books has now stopped using Zendesk and Get Satisfaction.

These two applications have served us extremely well as a startup. They allowed us to get up and running instantly with a ticketing system and a community support website, which meant we were able to organise and respond quickly to customer requests.

However,  it quickly became apparent  that support and community are so vital to achieving our long term ambitions that we needed to bring these operations in house to have full control, consolidate, optimise and produce the metrics we need to monitor, analyse and improve.

Clicking on the in system Help link in Clear Books now provides options to ask a question, report a problem or suggest an idea.

When you ask a question or report a problem you are presented with relevant FAQs and help articles that will answer the majority of your queries. If you are still unsure then your ticket will enter our internal ticketing system and the support team will respond via email.

Submitting an idea will create your idea in a community feedback area where all customers can comment, vote and interact. This ideas forum forms part of our Network which we launched at the end of the summer.

Posted by Tim Fouracre

Tim founded Clear Books in 2008. Like many small business owners he worked from home for 15 months to get his startup off the ground. Today Tim enjoys helping Clear Books, its customers and its growing team innovate and achieve. Tim did his GCE O Levels in Ghana.

5 Comments

  1. @Dan

    Yep there was an issue with the new system which meant tickets submitted from within Clear Books did not get an immediate automated reply (whereas tickets created via email did). This was fixed this evening so next time you should get a response immediately with a ticket number.

    I’ve never actually explored fogbugz however its founder, http://www.joelonsoftware.com, certainly has a lot of top tips for tech startups. His blog is well worth reading.

    Reply

  2. err…. its not fixed… I submitted a ticket and got nothing!! I subbmitted a ticket a few weeks ago and never had a reply…..

    Also I though it was going to be a support with a community feel? where the community? I cant even see a list of my support requests, or anyone elses?

    So far the new system is not filling my with joy!

    Guy

    Reply

    1. Hi Guy,

      Please could you check your junk/spam to ensure that our replies are not getting caught up there.

      Reply

  3. Hi Tim

    Nothing in there, I got a reply email when I emailed Help[at]….can you see my support requests on the system? Where can I go to see my support requests?

    Guy

    Reply

  4. Hey Tim – this is an old post but I was wondering if you found a good customer support solution that combines the likes of Zendesk and GetSatisfaction. If so I’d like to hear it. The reason I ask is because it seems to me you let Zendesk and GetSatisfaction go because you couldn’t use them together? There’s a solution I’ve been working on and it’s called Helprace (http://helprace.com).

    The Helprace is a help desk, community and feedback widgets in one platform. It’s built for customer engagement right on your website except Helprace is a lot easier to use (and is on the way to simplify support) as opposed to the big guys.

    Reply

Leave a reply

Your email address will not be published. Required fields are marked *