TikivioCustomer support for a 5-person SaaS team
In a five-person company building online software, there is no separate support department: everyone answers a little, between other tasks. Here is a simple way to organise it with Tikivio, step by step.
1. One support address
Connect your support address to Tikivio: every email received becomes a request, visible to the whole team. Each request has an owner, a status and a priority; internal notes let you discuss it without the requester seeing them.
2. Help inside your application
The widget adds a “Help & support” button to your application by copying one line of code. If your user is already signed in on your side, your server passes a signed token and the widget recognises them directly, without asking for their address again.
3. Who answers, and when
Set your opening hours and your response targets by priority: deadlines are counted in business hours and shown in the list and on each request. A rule can notify, or escalate one level, when part of the time has elapsed.
4. Letting the product team know
When a request reveals a defect in your software, the product team needs to know. Tikivio can post a message to a Slack channel for each new request or status change, and send your server a signed notice whenever a request changes, for example to record it in your tracking tool.
5. Your business end customers
Selling to companies? Link each requester to their end customer, filter requests by end customer and share all of an end customer’s requests with another person at that company, who then follows them on the portal.
6. Automating with the API
Your application can create a request, find it by its reference, read its messages and reply, with keys specific to your organisation. The API is included in all paid plans and during the trial.
Which plan for five people?
The first plan that covers five active support agents is Essential, at €19.00 per month excluding taxes for the whole organisation. Every member counts towards this cap, administrators and readers included.
- Why one price per organisation: what flat-price help desk software changes.
- What a tool billed per agent would cost for your team: the cost calculator.
Ready to try it?
A 14-day trial with no credit card and the capabilities of the Pro plan (storage limited to 2 GB during the trial), with no commitment.