I’m looking for a recommendation on customer support software (call tracking, knowledge-base, and customer self-service portal). I’d like
to know what people have used successfully. I have used sfdc in the past and it worked well, but it doesn’t fit my current financial model
(requirement to upgrade to enterprise edition for all users in order to implement a customer self-service portal)... so I’m looking for
something a bit more focused and a bit more, er, financially manageable, but nonetheless very reliable.
We are in the process of implementing Parature. It’s a hosted application that includes a customer portal. You can put self-service materials on the portal and clients can follow the status of open issues. Our technicians say the software is fast and easy to use and it was affordable. Their web service interface has been buggy, but we’ve been happy with the main application.
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