CRM - Suggestions?

SideWinder

SideWinder

SideWinder

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We're looking at getting a new warehouse software solution (eg Netsuite,Orderwise) and we're looking at our customer support team.

Any recommendations from the OCUK world?

We use Zendesk at the moment.
 
Following as we're still researching ideas for our systems. We had to scrap our plan to use veeqo for warehousing as they got rid of customising invoices in the revamp and I've not had a chance to see if linnworks is fully up to scratch. Think we decided against orderwise due to the upfront cost.

I've got a trial of freshdesk started but again not had the time to fully explore as we're still writing emails for tickets or shared Google sheets, the main thing we're looking at is software which integrates with zapier so we can easily automate triggers and responses using set criteria.
 
If it's just for ticket management(with live chat, integrations etc) Freshdesk and Zendesk are both good, preference generally comes down to the UI.

For a more comprehensive CRM with ticket management and marketing automation, you could try Zoho.

I think I misread the OP, I assumed you wanted WMS advice?
 
shifty_uk said:
Could you provide a little more information on your requirements? Channel integrations, courier integrations, ecomm etc?
Click to expand...

Sorry, realising I have been quite vague.

To be honest, this is very 'new' as we haven't ever had automation. We haven't decided on the warehouse management software yet.

For requirements, a way of linking customer tickets to pick up any orders they have placed with us so nothing advanced etc. :)

@shifty_uk - We want to see, well find a way, of linking ticket management software to warehouse management software. We're quite new as we haven't previously had integration so even 'minimal' will be amazing.
 
My advice would be to start with the warehouse solution, ensure you have this nailed in terms of efficiency and data flow ie order references from shipping partners etc.

Integration from there is easy. Veeqo for example has a pre-built integration module for Freshdesk.

If you're currently using Zendesk, it's super simple to migrate data and users to alternatives if planned correctly.

I personally don't like Zapier but there's an abundance of workflows available for WMS / CRM tools.

Happy for you to DM me if you want to catch up offline for a quick chat or any further advice I can give.
 
shifty_uk said:
My advice would be to start with the warehouse solution, ensure you have this nailed in terms of efficiency and data flow ie order references from shipping partners etc.

Integration from there is easy. Veeqo for example has a pre-built integration module for Freshdesk.

If you're currently using Zendesk, it's super simple to migrate data and users to alternatives if planned correctly.

I personally don't like Zapier but there's an abundance of workflows available for WMS / CRM tools.

Happy for you to DM me if you want to catch up offline for a quick chat or any further advice I can give.
Click to expand...

How do I message you on DM? :o
 
Don't take what I say as gospel or a good recommendation, I'm not a pro by any means :cry:


Our business is a 3 person team with 2000+ SKUs with a eCommerce platform as well as a wholesale market which places orders via phone/email.

We started using DEAR Inventory last year, and while it has been a bit of a nightmare understanding it and getting it set up (Coming from basically zero WMS solution), it's pretty good and suits us well.

May be worth looking at!

@shifty_uk, you seem to have some knowledge in this field, would you mind if I drop you a DM to discuss setting up a Customer Service CRM with DEAR, if you have any knowledge on it?
 
Of course :)

I've led the deployment of over 40 ecommerce projects, don't have working knowledge of DEAR or its available integrations but looking at the site, it looks like a decent bit of kit.
 
BBnBB said:
Some pros and cons, pricing, integrations, several different tools - glance at this, maybe it will help you decide. We need automation software that would allow us to keep doing project management with Google sheets, this is one of the factors. One would think that having many options will make things easier, but no, not always the case.
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This is why I don't like automation tools. Either build the connector yourself using API's or use pre-built integration modules having a good round of research to find the best-fit tools beforehand.

I also don't like the thought of doing project management on Google Sheets but what works for your business.
 
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Teamsupport is relatively new to the market but is designed around support services, built in kb and customer facing ticket portal, an api and integrations for those that need it, ticket automation. We use it for our call desks seems to do the job
 
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