Best Customer Service Solution?
 

Working on a mainstream project right now and need a CS team to handle something like 200-300 support emails a day. It's nothing huge, probably 5-10k net profit / month, so obviously don't want to burn too much in a customer support budget, but the team has to be good at what they do, and be completely fluent in english.

Email support only btw, don't need a call center.

Any suggestions?

Hire your own people on oDesk.

It's probably the best way to build a team like this whilst retaining enough control to ensure you are getting exactly what you need.

oDesk has inbuilt team management software called Team Room, it allows you to monitor your employees based on a work diary and matching screen shots of their computer with time management.

I'd suggest targeting Filipino workers. The Philippines is the second largest English speaking population in the world and wages are around $350 per month. You should be able to hire qualified people at between $3 and $4 per hour.

If you're getting 300 support emails a day, I think you need invest into something first to lower that number such as a knowledgebase or instructional videos or something. You can't be getting 6000 to 9000 unique support emails every month with questions that haven't been answered before.

We have a great in-house call center and handle email support as well.

Please email me or ICQ if you are interested and I can initiate the conversation with our call center manager to discuss your needs and get you a quote.

My contact information is below.

Mitch

The best email customer service I've experienced is from Amerinoc and I believe they use PerlDesk to do it. So PerlDesk is one to consider.

Good point.

Thanks Ray!

We used to use Cerberus, but switched over to Kayako a few years ago, it has it's strong points and weak points like most of the solutions out there for running your own system, but overall, has suited us well and a live chat system integrated in, which most entry to mid level solutions don't have.

Bump for some more options. Realized its more like 50 email requests / day, and the answer to most of them is the same. I put the info on the support page itself, but people don't seem to like to read very much.

bump again

Hey,

I have a group of people which is compose of (10 person) who has experience in email, chat and voice support services they are both in house. Add me on Skype: triumphilinc and let's talk about it.

Kayako has a knowledgebase system, and when a person types in questions it automatically searches the knowledgebase.