Help Scout

It prevents me from never losing track of a conversation that I may forget about over the course of a day, because unlike a normal inbox, an email that hasn't been responded to still appears as if it hasn't been read. This is an invaluable feature! Simply the best software.

It's pretty minimal, really. The only thing I wish were different is being able exclude any forwarded emails to a fellow employee from being sent in a reply to a customer. We would love to have more Help Scout Docs customization flexibility (a feature that powers our Support and Academy centers). Otherwise, there's literally nothing I dislike!

It will make your support and customer service life SUBSTANTIALLY easier. Not only do they provide a great product, but often the highlight of my work week is reading their outstanding advice blog. It constantly helps me improve my style and thought process at work. We're able to track the satisfaction of our customers, and even better than that we're able to ensure that any customer who sends us an email gets a reply, thanks to the way they have their inbox set up.