We’ve just started a trial of Helpspot and are very impressed - it seems to tick all our boxes including some we didn’t know we had. My mission is to build a case for using it instead of a nascent MS Dynamics CRM solution within our small organisation. The only issue that isn’t immediately obvious to me is the only thing that our current “solution” does acceptably:
- We manually add users (email addresses) to CRM and allocate them to a pre-existing customer
- CRM recognises that user in future and so can populate the customer ID automatically when we manually select to have an email converted to a CRM Case.
I have to build a fiscal and MIS-based case to ditch CRM which is driving us all nuts, as you may imagine. I know we could interface to the CRM database somehow with your Live Lookup feature, but we don’t want to do this every time we receive a request. I hope this is a common problem which you know how to address as it’s the only area I can’t compete with Helpspot on against MS!