What is customer support software?
Customer support software is the set of tools a team uses to answer customers. It covers a help desk for tickets, a knowledge base and website live chat. Surveys then show how each answer landed.
Some vendors sell each support tool on its own. Others sell the help desk apart from the CRM. Then the support team and the sales team read different records of the same customer.
Laureo is customer support software built into the CRM, on Business and Ultra. They run in the same product as each customer's contacts, deals and emails.
Example: a customer emails the support address about an invoice. The email opens a ticket on their contact and company. The reply links a help article. A CSAT survey can follow when the ticket is resolved.
What does a customer support platform include?
A customer support platform includes a ticket queue, response targets and the channels customers use. It also adds a knowledge base for self-service and feedback on each answer.
Laureo adds the CRM record itself. A ticket linked to a contact shows their company and last CSAT score beside it. Teammates who can see deals also see the count and value of open deals.
| Part of the platform | What Laureo ships |
|---|---|
| Ticket queue | A three-pane service inbox with SLA targets, macros and routing |
| Channels | Support email, live chat on your website, the customer portal, the help center request form and contact-us forms |
| Self-service | A knowledge base that publishes to a branded public help center |
| Feedback | CSAT, NPS and CES surveys, with a follow-up task on a detractor response |
| AI | Reply drafts on Ultra, and the AI Customer Support Agent as a paid add-on on Ultra |
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