Customer support software

[dannytaurus]

Anyone using any customer support software, like Intercom/Featurebase/etc? Or just doing it by email?

I've been doing by email for the last 4 years and it's mostly fine. I don't get a lot of support requests, maybe 2-3 per week. But when I do get them, they're hard to keep track of because they often require a few messages to and fro to resolve the issue and email clients are kinda crappy at tracking open conversations.

Also, collating data is basically impossible in emails, and relies on your own memory for identifying persistent/recurring issues. Having all that data in a queryable database, along with automated queries, could give proactive hints on what to work on or fix.

So, before I build my own support software (which I'm already part way through, of course ) does anyone have any suggestions?

[David Healey]

@dannytaurus I use fluent support (free version) - but I try to minimise support requests in general

[ustk]

@dannytaurus I've used freshdesk and was very happy with it, but after a year the trial period ended...

So I've made my own ticket support system. Seemed good at first but many people, once they get notified by email for a response, instead of clicking the link in the email they just respond from there, killing the purpose and making it messy...

Not getting a lot of tickets that being said, so it's ok for now... But when i'll be ready to pay 200€/year I'll go back to freshdesk, until then I'm opened to any cheap yet reliable solution too

[Chazrox]

Has anyone ever tried using Resend with Supabase?

[dannytaurus]

@Chazrox I use Resend with my website, but only a few emails a day to send generated discount codes.

Seems very easy to use, but it's expensive compared to SES if you're doing bulk. For transactional it's fine.

I use Neon as my DB currently.

[David Healey]

@dannytaurus I uses SES via FluentSMTP

[dannytaurus]

@David-Healey I'll probably start using SES when I move away from Gumroad.

For now, marketing emails are included in Gumroad's fee. But when I move to Moonbase, I'll need my own marketing stack.

Very likely SES for sending emails, with a Sendy or Mimeo campaign/automation front end.

I only use Resend for transactional stuff from my website at the moment. Too expensive for broadcasts.

[David Healey]

@dannytaurus said in Customer support software:

But when I move to Moonbase, I'll need my own marketing stack.

Maybe not:
https://feedback.moonbase.sh/p/email-campaigns
https://feedback.moonbase.sh/p/marketing-automations

https://feedback.moonbase.sh/roadmap

[dannytaurus]

@David-Healey Yes, these features might indeed be done by the time I move.

Definitely worth considering, since the rest of Moonbase is so well built, and their campaigns/automations live much closer to the list, but it depends on what features they actually build versus the features I get from third-party software.

I'm holding out for native GBP holding support. I don't relish the idea of my payments round-tripping through various currencies before they land with me.

Nothing on the roadmap for that, unfortunately.

[David Healey]

@dannytaurus said in Customer support software:

I'm holding out for native GBP holding support. I don't relish the idea of my payments round-tripping through various currencies before they land with me.

This would be nice. If I take all my gross income (excluding vat) for the month so far and compare it to the payout amount, my costs are about 12%. But I'm not paying for file hosting, or WooCommerce, or lots of other things, so Moonbase is definitely good value for me, even with the currency conversion.

[dannytaurus]

@David-Healey I had Claude run my last 6 month's Gumroad sales through the Moonbase fee/surcharge matrix.

Moonbase came out at 12.6% (similar to yours) versus Gumroad's actual 17.6%.

But Gumroad's 'Discover' system brings in a percentage of my current revenue, which I will lose when I move.

If Moonbase do GBP holding at 1% (same as USD) it goes down to 11.8%. GBP holding at 0% (like EUR) takes it to 11.4%.

[David Healey]

@dannytaurus said in Customer support software:

But Gumroad's 'Discover' system brings in a percentage of my current revenue, which I will lose when I move.

I don't know if there's a feature request for it but some kind of Moonbase marketplace would be nice.