Category
Best Customer Support products
Helpdesks, shared inboxes, live chat, knowledge bases and the automation layered over them. Support tooling gets bought at the exact moment volume outgrows a shared email account and the same question starts being answered four times a day.
What to look for
Watch the handoff from bot to human. Deflection rates are easy to inflate; what matters is whether an escalated conversation keeps its history and whether an agent can see the customer's account without leaving the thread.
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