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Vox Pop: Email via web CRM?

Most businesses and an increasing number of people (including me) are looking for friction-free ways for teams to deal with incoming public email accounts. Whether you're managing a home eBay company, fielding FAQs, or reviewing incoming resumes, it seems like there must be some good, lightweight web apps for teams to use and collaborate around.

Ron Richards just pointed me to Cerberus, and I've previously looked at DayLite, MailTank, and Sugar. I like the trouble-ticket approach in some ways, but I also wish it could be prettied up -- ideally including remote form submission from your own domains.

The Question to You:

Have you found a free or inexpensive web-based app that helps your teams manage incoming email and convert them into assigned tasks? Got one that’s great at template-based responses? Anything with the power of a support ticket app that’s a bit prettier from the user’s standpoint?

edit 2007-08-27 09:17:40: Shoulda mentioned: relevant self-links are okay on this one.

Carla Hufstedler's picture

Hi, Jeff--I do respect your...

Hi, Jeff--I do respect your work on Cerebrus. I cannot imagine what it takes to create and maintain a program that complicated. :O Please don't take offense.

I should have added that the main reason we wanted to switch was we had to chat with customers as part of it all, and the chat interface/program wasn't always responsive, etc. Plus, it didn't integrate as well (back then--I have no idea, now); if someone was abusing the chat system, we could not tell from their ticket history, and vice versa, so we were flying blind in that respect.

I'll sing one high and long note of well-earned praise for Cerebrus--it exports and backs up beautifully. All of the tickets safely live in company backups, and in Kayako. Any program or system that has an in door, but no out, makes me nervous.

If you ever want some userlevel notes from then (we switched about 9 months ago, I think), please feel free to contact me. I'm happy to help.

Glad you found this thread!




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