Mouse: Small but mighty company
Raccoon: At least 5 full-time staff in the company
Wolf: 30+ Full-time staff at the company
Elephant: 100+ Full-time staff at the company
As your company and support team grow, you’ll want and need different features. In part, this is because you’ll have different priorities and resources, but also because your relationships with customers will shift over time.
You may notice that compared to our previous post for software/SaaS companies, this time we’re covering additional features, like integrations with commerce platforms. We also recognize that you’ll be more focused on social media, self-service, and scaling sooner. Stay tuned over the next few weeks as we're compiling a super helpful checklist of the common features needed by each group.
The best platforms for each group
Now that you know which group you fall within, let’s talk about the support platforms that might be the best fit for you. As always, this list is meant as a starting point. You will likely need to do a detailed evaluation to determine which platform is best for your situation. TestBox is a great tool to help you do that because it lets you test different platforms side by side.
We’re looking at some of the same top platforms as we did in our previous post for software and SaaS companies, but also introducing some newer options, like Gorgias, that focus on ecommerce support. Notably absent from this collection are Salesforce Essentials and Salesforce Service Cloud. While both are excellent support platforms, they don’t have as many features aimed directly at a direct-to-consumer ecommerce business. However, if you use Salesforce as your CRM or are looking for a CRM to be tied to your support platform, they are both excellent choices to review.
This table is meant to be a guide. We’re building a full chart that will list the features offered by each platform in detail. If you’re interested in receiving this when it’s ready, be sure to sign up for our newsletter at the bottom of this post. As well, check out our detailed product comparisons chart that includes information on product tiers, pricing, security, and compliance features, as well as implementation support options.
Now that you have some potential support platforms to look at, it’s time to start your search. If you haven’t already read our series on finding a support platform, make sure to check it out here. We have some great posts to help you on your journey. You can also learn about some of our favorite features in Zendesk, HubSpot, Freshdesk, and Dixa.