Keeping Review 2025: Pricing, Features, Pros & Cons, Ratings & More
Co-Founder and Chief Data Scientist
Keeping: Top Customer Support Software
4.55 / 5
Featured Customer Support Software Alternatives for Keeping
$19 per agent per month
Yes
Ticketing, multi-channel support, automation
Editor's Take
Zendesk is a customer service and engagement platform designed to help businesses deliver exceptional support experiences across multiple channels. It provides a unified solution for managing customer inquiries, tracking support tickets, and providing real-time assistance through a variety of touchpoints, including email, chat, phone, social media, and web forms. With its focus on improving customer satisfaction, Zendesk helps organizations streamline support workflows, enhance communication, and drive more personalized service.
One of Zendesk's standout features is its ticketing system, which enables support teams to manage, track, and prioritize customer requests. When a customer submits an inquiry, it automatically creates a ticket, which can be assigned to the appropriate team member for resolution. Zendesk's automation and workflows features help streamline processes by assigning tickets, sending automatic responses, and setting up reminders to ensure that no request goes unaddressed.
Zendesk also offers powerful multi-channel support, allowing businesses to interact with customers via email, live chat, phone calls, social media, and even messaging platforms like WhatsApp. This ensures that customers can reach out through their preferred method, and support teams can engage across various channels in one centralized platform.
For businesses looking to provide self-service options, Zendesk includes a knowledge base and help center feature, where users can search for articles, FAQs, and solutions to common problems. This reduces the volume of support tickets and empowers customers to find answers quickly and independently.
In addition to its customer support capabilities, Zendesk provides powerful analytics and reporting tools that give businesses insights into support team performance, ticket resolution times, customer satisfaction, and more. This data helps companies optimize their support processes and make data-driven decisions.
Expert Score
In evaluating SaaS software, a comprehensive and structured methodology ensures a fair and accurate comparison across key metrics. This approach focuses on the most critical aspects that affect user experience, functionality, and business value. The following metrics—general features, cost, customer service, integrations, and mobile support—are evaluated to provide a holistic view of each software solution’s strengths and weaknesses. These metrics are selected based on their direct impact on software usability, scalability, and long-term effectiveness for businesses.
1. General Features - scoring weight 40%
This metric evaluates the core functionalities and tools the software offers. It involves assessing the comprehensiveness of the features, their relevance to the target users, and the ease of use. This is important because robust and well-designed features determine the software's overall utility and efficiency in solving user problems.
2. Cost - scoring weight 15%
Cost analysis focuses on pricing models, value for money, and scalability. It's crucial to evaluate whether the software’s features justify its price, considering different plans for small and large organizations. This is vital for businesses to ensure they invest in cost-effective solutions that fit their budget.
3. Customer Service - scoring weight 15%
This evaluates the responsiveness, quality, and availability of customer support, including channels like chat, email, or phone. Good customer service is essential for troubleshooting and ensuring smooth software usage, which reduces downtime and frustration for users.
4. Integrations - scoring weight 15%
This examines how well the software integrates with third-party tools (e.g., CRM, payment systems, collaboration apps). Seamless integrations are key for creating a unified workflow and enhancing productivity by connecting multiple systems, which is crucial for operational efficiency.
5. Mobile Support - scoring weight 15%
Mobile support assesses the software’s functionality and performance on mobile devices, including apps and mobile web versions. With increasing remote work and on-the-go usage, strong mobile support is critical to ensure users can access and utilize the software effectively, regardless of location.
$18/user/month
21 days
Ticketing System, AI Support, Multichannel Helpdesk
Editor's Take
Freshdesk Omni is a powerful customer service platform designed to provide seamless communication across multiple channels, including email, phone, chat, and social media. It offers robust tools for ticket management, automation, and analytics, enabling businesses to deliver faster and more personalized support. With AI-powered features and an intuitive interface, Freshdesk Omni helps support teams stay organized and efficient while enhancing customer satisfaction. Scalable for businesses of all sizes, it integrates with various third-party applications to create a comprehensive support ecosystem.
Expert Score
In evaluating SaaS software, a comprehensive and structured methodology ensures a fair and accurate comparison across key metrics. This approach focuses on the most critical aspects that affect user experience, functionality, and business value. The following metrics—general features, cost, customer service, integrations, and mobile support—are evaluated to provide a holistic view of each software solution’s strengths and weaknesses. These metrics are selected based on their direct impact on software usability, scalability, and long-term effectiveness for businesses.
1. General Features - scoring weight 40%
This metric evaluates the core functionalities and tools the software offers. It involves assessing the comprehensiveness of the features, their relevance to the target users, and the ease of use. This is important because robust and well-designed features determine the software's overall utility and efficiency in solving user problems.
2. Cost - scoring weight 15%
Cost analysis focuses on pricing models, value for money, and scalability. It's crucial to evaluate whether the software’s features justify its price, considering different plans for small and large organizations. This is vital for businesses to ensure they invest in cost-effective solutions that fit their budget.
3. Customer Service - scoring weight 15%
This evaluates the responsiveness, quality, and availability of customer support, including channels like chat, email, or phone. Good customer service is essential for troubleshooting and ensuring smooth software usage, which reduces downtime and frustration for users.
4. Integrations - scoring weight 15%
This examines how well the software integrates with third-party tools (e.g., CRM, payment systems, collaboration apps). Seamless integrations are key for creating a unified workflow and enhancing productivity by connecting multiple systems, which is crucial for operational efficiency.
5. Mobile Support - scoring weight 15%
Mobile support assesses the software’s functionality and performance on mobile devices, including apps and mobile web versions. With increasing remote work and on-the-go usage, strong mobile support is critical to ensure users can access and utilize the software effectively, regardless of location.
Editor's Take
Expert Score
In evaluating SaaS software, a comprehensive and structured methodology ensures a fair and accurate comparison across key metrics. This approach focuses on the most critical aspects that affect user experience, functionality, and business value. The following metrics—general features, cost, customer service, integrations, and mobile support—are evaluated to provide a holistic view of each software solution’s strengths and weaknesses. These metrics are selected based on their direct impact on software usability, scalability, and long-term effectiveness for businesses.
1. General Features - scoring weight 40%
This metric evaluates the core functionalities and tools the software offers. It involves assessing the comprehensiveness of the features, their relevance to the target users, and the ease of use. This is important because robust and well-designed features determine the software’s overall utility and efficiency in solving user problems.
2. Cost - scoring weight 15%
Cost analysis focuses on pricing models, value for money, and scalability. It’s crucial to evaluate whether the software’s features justify its price, considering different plans for small and large organizations. This is vital for businesses to ensure they invest in cost-effective solutions that fit their budget.
3. Customer Service - scoring weight 15%
This evaluates the responsiveness, quality, and availability of customer support, including channels like chat, email, or phone. Good customer service is essential for troubleshooting and ensuring smooth software usage, which reduces downtime and frustration for users.
4. Integrations - scoring weight 15%
This examines how well the software integrates with third-party tools (e.g., CRM, payment systems, collaboration apps). Seamless integrations are key for creating a unified workflow and enhancing productivity by connecting multiple systems, which is crucial for operational efficiency.
5. Mobile Support - scoring weight 15%
Mobile support assesses the software’s functionality and performance on mobile devices, including apps and mobile web versions. With increasing remote work and on-the-go usage, strong mobile support is critical to ensure users can access and utilize the software effectively, regardless of location.
Keeping Review
What is Keeping?
Keeping is a customer support software that streamlines support processes by centralizing customer interactions and enhancing collaboration. The platform enables teams to manage shared inboxes like support@ or info@ directly within Gmail. This integration allows users to assign customer support requests to team members, leave private notes, set ticket statuses, and track communication all from within the Gmail interface.
Keeping is made for teams looking to move away from outdated methods like sharing passwords or using Google Groups for managing shared inboxes. It offers a straightforward solution that enhances collaboration and productivity so teams can handle customer queries efficiently without extensive training or complex setup procedures. Overall, Keeping is an ideal choice for businesses that rely on Gmail for their email communications and want to improve their customer support processes without investing in more complex, standalone ticketing systems.
What's new in Keeping?
Keeping continually enhances its platform to support customer needs better. In this section of our Keeping review, we will cover the latest updates designed to streamline support processes, evenly distribute workloads, and boost the team’s productivity.
- Round Robin Assignment. This update allows users to edit workflow and ensures a balanced workload among support agents by distributing incoming tickets in a rotating manner.
- "Thank You" Detection. Keeping identifies non-actionable "Thank You" messages. This helps keep the support queue focused on tickets that require attention to improve efficiency.
Featured Customer Support Software
$19 per agent per month
Yes
Ticketing, multi-channel support, automation
Editor's Take
Zendesk is a customer service and engagement platform designed to help businesses deliver exceptional support experiences across multiple channels. It provides a unified solution for managing customer inquiries, tracking support tickets, and providing real-time assistance through a variety of touchpoints, including email, chat, phone, social media, and web forms. With its focus on improving customer satisfaction, Zendesk helps organizations streamline support workflows, enhance communication, and drive more personalized service.
One of Zendesk's standout features is its ticketing system, which enables support teams to manage, track, and prioritize customer requests. When a customer submits an inquiry, it automatically creates a ticket, which can be assigned to the appropriate team member for resolution. Zendesk's automation and workflows features help streamline processes by assigning tickets, sending automatic responses, and setting up reminders to ensure that no request goes unaddressed.
Zendesk also offers powerful multi-channel support, allowing businesses to interact with customers via email, live chat, phone calls, social media, and even messaging platforms like WhatsApp. This ensures that customers can reach out through their preferred method, and support teams can engage across various channels in one centralized platform.
For businesses looking to provide self-service options, Zendesk includes a knowledge base and help center feature, where users can search for articles, FAQs, and solutions to common problems. This reduces the volume of support tickets and empowers customers to find answers quickly and independently.
In addition to its customer support capabilities, Zendesk provides powerful analytics and reporting tools that give businesses insights into support team performance, ticket resolution times, customer satisfaction, and more. This data helps companies optimize their support processes and make data-driven decisions.
Expert Score
In evaluating SaaS software, a comprehensive and structured methodology ensures a fair and accurate comparison across key metrics. This approach focuses on the most critical aspects that affect user experience, functionality, and business value. The following metrics—general features, cost, customer service, integrations, and mobile support—are evaluated to provide a holistic view of each software solution’s strengths and weaknesses. These metrics are selected based on their direct impact on software usability, scalability, and long-term effectiveness for businesses.
1. General Features - scoring weight 40%
This metric evaluates the core functionalities and tools the software offers. It involves assessing the comprehensiveness of the features, their relevance to the target users, and the ease of use. This is important because robust and well-designed features determine the software's overall utility and efficiency in solving user problems.
2. Cost - scoring weight 15%
Cost analysis focuses on pricing models, value for money, and scalability. It's crucial to evaluate whether the software’s features justify its price, considering different plans for small and large organizations. This is vital for businesses to ensure they invest in cost-effective solutions that fit their budget.
3. Customer Service - scoring weight 15%
This evaluates the responsiveness, quality, and availability of customer support, including channels like chat, email, or phone. Good customer service is essential for troubleshooting and ensuring smooth software usage, which reduces downtime and frustration for users.
4. Integrations - scoring weight 15%
This examines how well the software integrates with third-party tools (e.g., CRM, payment systems, collaboration apps). Seamless integrations are key for creating a unified workflow and enhancing productivity by connecting multiple systems, which is crucial for operational efficiency.
5. Mobile Support - scoring weight 15%
Mobile support assesses the software’s functionality and performance on mobile devices, including apps and mobile web versions. With increasing remote work and on-the-go usage, strong mobile support is critical to ensure users can access and utilize the software effectively, regardless of location.
$18/user/month
21 days
Ticketing System, AI Support, Multichannel Helpdesk
Editor's Take
Freshdesk Omni is a powerful customer service platform designed to provide seamless communication across multiple channels, including email, phone, chat, and social media. It offers robust tools for ticket management, automation, and analytics, enabling businesses to deliver faster and more personalized support. With AI-powered features and an intuitive interface, Freshdesk Omni helps support teams stay organized and efficient while enhancing customer satisfaction. Scalable for businesses of all sizes, it integrates with various third-party applications to create a comprehensive support ecosystem.
Expert Score
In evaluating SaaS software, a comprehensive and structured methodology ensures a fair and accurate comparison across key metrics. This approach focuses on the most critical aspects that affect user experience, functionality, and business value. The following metrics—general features, cost, customer service, integrations, and mobile support—are evaluated to provide a holistic view of each software solution’s strengths and weaknesses. These metrics are selected based on their direct impact on software usability, scalability, and long-term effectiveness for businesses.
1. General Features - scoring weight 40%
This metric evaluates the core functionalities and tools the software offers. It involves assessing the comprehensiveness of the features, their relevance to the target users, and the ease of use. This is important because robust and well-designed features determine the software's overall utility and efficiency in solving user problems.
2. Cost - scoring weight 15%
Cost analysis focuses on pricing models, value for money, and scalability. It's crucial to evaluate whether the software’s features justify its price, considering different plans for small and large organizations. This is vital for businesses to ensure they invest in cost-effective solutions that fit their budget.
3. Customer Service - scoring weight 15%
This evaluates the responsiveness, quality, and availability of customer support, including channels like chat, email, or phone. Good customer service is essential for troubleshooting and ensuring smooth software usage, which reduces downtime and frustration for users.
4. Integrations - scoring weight 15%
This examines how well the software integrates with third-party tools (e.g., CRM, payment systems, collaboration apps). Seamless integrations are key for creating a unified workflow and enhancing productivity by connecting multiple systems, which is crucial for operational efficiency.
5. Mobile Support - scoring weight 15%
Mobile support assesses the software’s functionality and performance on mobile devices, including apps and mobile web versions. With increasing remote work and on-the-go usage, strong mobile support is critical to ensure users can access and utilize the software effectively, regardless of location.
Editor's Take
Expert Score
In evaluating SaaS software, a comprehensive and structured methodology ensures a fair and accurate comparison across key metrics. This approach focuses on the most critical aspects that affect user experience, functionality, and business value. The following metrics—general features, cost, customer service, integrations, and mobile support—are evaluated to provide a holistic view of each software solution’s strengths and weaknesses. These metrics are selected based on their direct impact on software usability, scalability, and long-term effectiveness for businesses.
1. General Features - scoring weight 40%
This metric evaluates the core functionalities and tools the software offers. It involves assessing the comprehensiveness of the features, their relevance to the target users, and the ease of use. This is important because robust and well-designed features determine the software’s overall utility and efficiency in solving user problems.
2. Cost - scoring weight 15%
Cost analysis focuses on pricing models, value for money, and scalability. It’s crucial to evaluate whether the software’s features justify its price, considering different plans for small and large organizations. This is vital for businesses to ensure they invest in cost-effective solutions that fit their budget.
3. Customer Service - scoring weight 15%
This evaluates the responsiveness, quality, and availability of customer support, including channels like chat, email, or phone. Good customer service is essential for troubleshooting and ensuring smooth software usage, which reduces downtime and frustration for users.
4. Integrations - scoring weight 15%
This examines how well the software integrates with third-party tools (e.g., CRM, payment systems, collaboration apps). Seamless integrations are key for creating a unified workflow and enhancing productivity by connecting multiple systems, which is crucial for operational efficiency.
5. Mobile Support - scoring weight 15%
Mobile support assesses the software’s functionality and performance on mobile devices, including apps and mobile web versions. With increasing remote work and on-the-go usage, strong mobile support is critical to ensure users can access and utilize the software effectively, regardless of location.
$19/agent/month, billed annually
14 days
incident management, asset managemen, automated workflows
Editor's Take
Freshservice is a cloud-based IT service management (ITSM) platform designed to help organizations streamline IT operations, automate workflows, and enhance service delivery. Known for its user-friendly interface and ease of deployment, Freshservice provides comprehensive tools for incident management, asset management, change management, and problem resolution, making it an ideal solution for IT teams looking to improve efficiency and support.
The platform’s intuitive ticketing system allows teams to track and prioritize issues efficiently, while its automation capabilities—like automated workflows, self-service portals, and AI-powered insights—reduce manual tasks and enhance productivity. Freshservice includes an asset management module that enables teams to track hardware and software assets, monitor lifecycle changes, and manage compliance. With built-in reporting and analytics, Freshservice provides valuable insights into IT performance, helping organizations make data-driven improvements. Designed to support both growing and established IT departments, Freshservice is a scalable solution that simplifies IT service management and optimizes user support.
Expert Score
In evaluating SaaS software, a comprehensive and structured methodology ensures a fair and accurate comparison across key metrics. This approach focuses on the most critical aspects that affect user experience, functionality, and business value. The following metrics—general features, cost, customer service, integrations, and mobile support—are evaluated to provide a holistic view of each software solution’s strengths and weaknesses. These metrics are selected based on their direct impact on software usability, scalability, and long-term effectiveness for businesses.
1. General Features - scoring weight 40%
This metric evaluates the core functionalities and tools the software offers. It involves assessing the comprehensiveness of the features, their relevance to the target users, and the ease of use. This is important because robust and well-designed features determine the software’s overall utility and efficiency in solving user problems.
2. Cost - scoring weight 15%
Cost analysis focuses on pricing models, value for money, and scalability. It’s crucial to evaluate whether the software’s features justify its price, considering different plans for small and large organizations. This is vital for businesses to ensure they invest in cost-effective solutions that fit their budget.
3. Customer Service - scoring weight 15%
This evaluates the responsiveness, quality, and availability of customer support, including channels like chat, email, or phone. Good customer service is essential for troubleshooting and ensuring smooth software usage, which reduces downtime and frustration for users.
4. Integrations - scoring weight 15%
This examines how well the software integrates with third-party tools (e.g., CRM, payment systems, collaboration apps). Seamless integrations are key for creating a unified workflow and enhancing productivity by connecting multiple systems, which is crucial for operational efficiency.
5. Mobile Support - scoring weight 15%
Mobile support assesses the software’s functionality and performance on mobile devices, including apps and mobile web versions. With increasing remote work and on-the-go usage, strong mobile support is critical to ensure users can access and utilize the software effectively, regardless of location.
$14 per user per month
Yes
ticket management, automation, multi-channel support
Editor's Take
Zoho Desk is a powerful cloud-based help desk and customer service platform designed to help businesses manage and improve their customer support operations. With tools for ticket management, automation, and multi-channel support, Zoho Desk enables support teams to respond to customer inquiries quickly and effectively across email, phone, chat, and social media channels.
Zoho Desk’s intuitive ticketing system organizes and prioritizes requests, helping teams streamline their workflows and reduce response times. The platform’s automation features allow users to set up rule-based workflows, automated replies, and notifications, enhancing productivity and ensuring consistent service. With built-in reporting and analytics, Zoho Desk provides insights into team performance and customer satisfaction, empowering businesses to make data-driven decisions. Zoho Desk also integrates seamlessly with other Zoho products and popular third-party applications, making it a flexible and scalable solution for organizations looking to elevate their customer service experience.
Expert Score
In evaluating SaaS software, a comprehensive and structured methodology ensures a fair and accurate comparison across key metrics. This approach focuses on the most critical aspects that affect user experience, functionality, and business value. The following metrics—general features, cost, customer service, integrations, and mobile support—are evaluated to provide a holistic view of each software solution’s strengths and weaknesses. These metrics are selected based on their direct impact on software usability, scalability, and long-term effectiveness for businesses.
1. General Features - scoring weight 40%
This metric evaluates the core functionalities and tools the software offers. It involves assessing the comprehensiveness of the features, their relevance to the target users, and the ease of use. This is important because robust and well-designed features determine the software’s overall utility and efficiency in solving user problems.
2. Cost - scoring weight 15%
Cost analysis focuses on pricing models, value for money, and scalability. It’s crucial to evaluate whether the software’s features justify its price, considering different plans for small and large organizations. This is vital for businesses to ensure they invest in cost-effective solutions that fit their budget.
3. Customer Service - scoring weight 15%
This evaluates the responsiveness, quality, and availability of customer support, including channels like chat, email, or phone. Good customer service is essential for troubleshooting and ensuring smooth software usage, which reduces downtime and frustration for users.
4. Integrations - scoring weight 15%
This examines how well the software integrates with third-party tools (e.g., CRM, payment systems, collaboration apps). Seamless integrations are key for creating a unified workflow and enhancing productivity by connecting multiple systems, which is crucial for operational efficiency.
5. Mobile Support - scoring weight 15%
Mobile support assesses the software’s functionality and performance on mobile devices, including apps and mobile web versions. With increasing remote work and on-the-go usage, strong mobile support is critical to ensure users can access and utilize the software effectively, regardless of location.
How much does Keeping cost?
Keeping: Top Customer Support Software
4.55 / 5
In this section of our Keeping review, we will discuss Keeping pricing. The vendor offers three paid plans, each with a 14-day free trial and no credit card required. Interested users can choose between monthly or annual billing, with the annual plan including two months free.
Essential - $12/User/Month
- 2 Shared Mailboxes
- Maximum Agents: 10
- Access Control
- Auto Responder
- Activity Log
- Tags and Labels
- Invisible to Customer
- Shared Notes with @mentions
- Shareable Permalinks
- Collision Detection
- Ticket Statuses
- Teammate Assignment
- Desktop Notifications
- Agent Performance Reports
- Basic Mailbox Report
- Basic Response Time Reports
- Web Portal
- Mobile Access
- Email Template Library
- Template Folders
- Share Templates with Team
Advanced - $20/User/Month
- Everything in Essential+
- Unlimited Shared Mailboxes
- Shared Drafts
- Satisfaction Ratings & Feedback
- Advanced Mailbox Reports
- Advanced Response Time Reports
- Busiest Times Report
- Ticket Level Reports
- Reports by Tag
- Export to CSV
- Workflows & Rule Engine
- Shopify Integration
- Service Level Agreements (SLAs)
- Zapier Integration
- HubSpot Integration
Enterprise - $49/User/Month
- Everything in Advanced+
- SOC 2 Type II
- Concierge Onboarding
- Dedicated Account Manager
- SLA Guarantee
- Custom Contract & Payment Terms
What sets Keeping apart?
In our research for this Keeping review, we discovered that the platform is a powerful tool for managing communication and workflow. Here are the Keeping pros and cons interested users should understand to help determine if it's the right solution for their organization's customer support and collaboration needs:
Keeping Pros
- User-Friendly Interface. Keeping has a clean layout and straightforward navigation that gives users easy access to essential functions, such as ticket management and team collaboration, without extensive training. The user-friendly design ensures that even those who are new to support ticket systems can handle tasks efficiently and integrate smoothly into their workflow.
- Effective Shared Inbox Management. While conducting this Keeping review, we learned that the platform facilitates efficient management of a shared inbox by enabling multiple users to access and handle support tickets simultaneously. This feature is particularly advantageous for teams working together on customer support, as it eliminates the need for each member to log in separately.
- Customization Capabilities. Keeping offers extensive customization options with its templates and workflow configurations. Users can adapt the system to their specific organizational needs by creating tailored workflows and response templates. This level of personalization ensures that the support processes align closely with the organization’s operational requirements for improved efficiency and consistency in handling support tickets.
- Real-Time Data Access. The real-time analytics feature in Keeping provides immediate insights into key support metrics, such as ticket status and agent performance. This instant access to current data allows managers to adjust support strategies and address any emerging issues swiftly. The platform leverages real-time information so teams can enhance decision-making and continuously optimize their support processes.
- Comprehensive Knowledge Base. Keeping’s knowledge base management system centralizes a repository of helpful information and frequently asked questions. This enables users to independently find answers to common queries, reducing the volume of repetitive support requests. By empowering customers with self-service options, the knowledge base enhances overall support efficiency and reduces the workload on support agents.
Keeping Cons
- Gmail Limitation. Keeping only integrates with Gmail, making it restrictive for users who prefer other email clients. An extension or integration for Outlook and other email platforms would broaden its appeal.
- Subject Line Clutter. While conducting this Keeping review, we found that some users find the long subject lines with random letters and numbers to be confusing. This visual clutter can distract and detract from the overall user experience.
- No Mobile App. Keeping does not currently offer a mobile app, which limits access and usability for users who need to manage support tickets on the go. This lack of mobile support can be a drawback for remote or traveling staff.
Keeping Core Features
Keeping: Top Customer Support Software
4.55 / 5
Keeping streamlines workflows to enhance communication, boost productivity, and improve overall support performance. In this Keeping review section, we will highlight the Keeping features users can expect:
- User, Role, and Access Management. This feature provides granular control over system access by allowing administrators to define specific roles and permissions for each user. Administrators can create and assign roles, such as support agents, managers, and administrators, with customized access levels to various system functionalities and data.
- Ticket and Case Management. Keeping provides robust tools for tracking and managing support tickets and cases, including features for prioritization and queue management. Users can easily categorize and prioritize tickets to ensure that high-priority issues are addressed promptly. The system supports efficient handling of tickets through features like status updates and assignment tracking.
- Knowledge Base Management. As other Keeping reviews share, we learned the platform includes tools for managing a knowledge base, which serves as a centralized repository of helpful articles and FAQs. Users can create, update, and organize content to facilitate customer self-service. This feature helps reduce the volume of repetitive inquiries by providing readily accessible information.
- Email Management. Keeping integrates directly with email so users can manage and convert incoming emails into support tickets effortlessly. This seamless integration keeps all communication in one place and simplifies the process of tracking and responding to customer inquiries.
- Customizable Templates. Keeping offers customizable templates for responses and workflows so users can standardize communication and processes. Users can create and deploy templates for common responses and workflow steps to reduce response times and ensure consistency across the support team.
- Real-Time Analytics. Keeping provides real-time analytics to monitor performance metrics and support activities. Users have immediate access to data on ticket resolution times, agent performance, and other key indicators.
- Workflow Configuration. Keeping allows users to configure and automate support workflows based on predefined criteria. This feature streamlines operations by defining how tickets are handled, escalated, and resolved, ensuring that support processes are efficient and consistent.
- Performance Metrics. While researching for this Keeping review, we discovered that the platform provides comprehensive performance metrics that assess the effectiveness of the support team. Users can track and analyze various metrics, such as resolution times and customer satisfaction, to identify trends and areas for improvement.
How does Keeping's pricing compare to a dedicated learning management system?
Keeping’s pricing structure is engineered for teams focusing on efficient customer support through Gmail integration, offering predictable costs that align with immediate operational needs. In contrast, dedicated systems may bundle extensive training, content management, and e-learning features, which can inflate overall expenses. Organizations evaluating digital tools should weigh the value of integrated support against the investment required for broader educational functionalities. For perspective on industry benchmarks, refer to the learning management system price. Such comparisons help ensure that the selected solution not only meets current support demands but also provides an optimal long-term return on investment without incurring unnecessary expenditures.
Benefits of Using Keeping
In this part of our Keeping review, we will talk about Keeping benefits. Users can look forward to the following upon using Keeping:
Enhanced Productivity
Keeping has Gmail integration that enables users to manage support tickets directly within their familiar email environment. This way, users do not need to switch between different systems to track, respond to, and resolve support issues efficiently. By centralizing support activities in Gmail, users save time and streamline their workflow, which leads to increased productivity.
Streamlined Support
Keeping offers customizable templates that allow users to create predefined responses for common support scenarios, such as frequently asked questions or standard troubleshooting steps. Keeping speeds up communication by reducing manual typing and ensuring consistency across responses. As a result, support teams can handle inquiries more quickly and maintain a uniform tone and quality in their interactions.
Improved Support Efficiency
Keeping has automated workflows that use predefined rules and criteria to manage support tickets. This way, users can handle repetitive tasks such as ticket routing and status updates automatically. This automation ensures that high-priority issues are escalated appropriately without manual intervention. Moreover, this leads to faster resolution times and increased overall efficiency in ticket handling.
Data-Driven Decision-Making with Real-Time Analytics
Keeping provides real-time analytics and detailed performance metrics to offer up-to-date insights into support operations, such as ticket resolution times and agent productivity. Managers can instantly access current data to make informed decisions and adjust strategies based on the latest performance trends. Comprehensive reporting helps assess effectiveness, identify trends, and pinpoint areas for improvement so teams can optimize their processes for better outcomes.
Efficient Ticket Management with Prioritization and Alerts
Keeping streamlines ticket management with features that prioritize and categorize tickets based on urgency and importance. Critical issues are flagged and addressed promptly to accelerate response times and improve ticket flow management. Customizable alerts and escalation paths ensure that important tickets are highlighted and escalated according to predefined criteria, such as ticket age or issue severity. This helps prevent important issues from being overlooked and ensures timely resolutions for optimized overall issue management.
Flexibility with Third-Party Integrations
Keeping integrates with third-party applications, such as HubSpot CRM and Shopify, enables seamless data synchronization and extended functionality. This connectivity allows Keeping to work with other tools already in use to enhance the platform’s capabilities and streamline workflows. Users benefit from a more integrated support ecosystem that supports their existing processes and applications.
What business types use Keeping?
Keeping is suited for small to mid-sized businesses that require efficient support management with minimal complexity. Its seamless integration with Gmail makes it a perfect fit for companies that are already embedded in the Google Workspace ecosystem. Businesses in industries such as retail, e-commerce, and professional services, where support tickets are frequent and need to be handled promptly, benefit greatly from Keeping’s streamlined ticketing system and customizable templates.
However, while doing this Keeping review, we learned that the platform may not be the best choice for large enterprises or businesses with highly specialized or complex support needs. Companies with extensive support operations might find Keeping's features limiting compared to more comprehensive, enterprise-level solutions. More so, industries requiring advanced, bespoke support functionalities or those that depend on email systems other than Gmail may face challenges, as Keeping’s current design primarily integrates with Gmail and lacks broader email client support. For such organizations, more robust systems offering greater customization and scalability might be more appropriate.
Key Considerations When Choosing a Customer Support Software
Selecting the right customer support software is crucial for maintaining seamless communication and ensuring customer satisfaction. When evaluating tools like Keeping or its alternatives, businesses should consider several critical factors to make an informed decision.
- Integration Capabilities: Ensure that the software integrates smoothly with your existing tools and workflows. For instance, platforms with robust CRM or e-commerce integrations can streamline important processes and enhance efficiency.
- Scalability: Choose a solution that aligns with your current needs but can also scale as your business grows. Small businesses might prioritize simplicity, while larger organizations may require advanced features and higher customization.
- Support Channels and Features: Consider the range of supported communication channels, such as email, chat, or social media. Look for features like advanced ticket management, workflow automation, and analytics to improve both productivity and customer satisfaction.
- Ease of Use: A tool with an intuitive interface and minimal learning curve will enable faster onboarding and higher adoption rates among your team members.
- Security and Compliance: Verify the platform's data protection measures, including encryption and compliance with industry standards, to ensure privacy and security.
- Cost vs. Value: Lastly, assess the pricing model to understand whether the features offered justify the investment. Free trials or demo versions, like those provided by Keeping, allow you to test these functionalities before committing.
If you’re exploring other options, it’s worth comparing Keeping with top-tier customer care software solutions to find the one that best fits your operational needs. The right software can make a significant difference in customer experience, team collaboration, and long-term business growth.
Best 5 alternatives to Keeping
Zoho Desk
4.55 / 5
Zoho Desk emerges as a tailored solution within the realm of help desk software, designed to streamline how customer support teams address and resolve issues. Its multifaceted interface and integrated approach offer a cohesive environment for businesses seeking efficiency and clarity in their support workflows. The platform's structure aims to seamlessly blend intuitive usability with the demands of modern customer engagement, ensuring that teams can focus on effective service delivery. Overall, Zoho Desk presents itself as a compelling option for organizations dedicated to elevating their help desk operations.
Freshservice
4.5 / 5
Freshservice emerges as an IT service management solution designed to streamline and support essential IT operations. It positions itself as a tool that promises to simplify complex IT workflows while aiming to boost overall organizational efficiency. The platform’s approach appears to focus on delivering adaptable functionalities that can be aligned with the dynamic needs of modern IT environments. In essence, Freshservice offers prospective customers a broad-ranging solution tailored to address critical IT management challenges.
Salesforce Service Cloud
4.6 / 5
Salesforce Service Cloud positions itself as a dynamic help desk solution designed to enhance how companies manage customer support, offering an ecosystem that streamlines interactions and resolution processes. Its architecture emphasizes an integrated framework aimed at improving response efficiency while accommodating the varied needs of modern service teams. The platform is built to be scalable and adaptable, making it a compelling option for businesses seeking a comprehensive tool that consolidates support functions into one cohesive system. Prospective customers interested in help desk software will find that its design promises to simplify service management, helping to transform customer challenges into opportunities for lasting engagement.
Freshdesk Omni
5 / 5
Freshdesk Omni delivers a powerful, AI-driven customer support experience by consolidating interactions from diverse channels such as email, phone, SMS, WhatsApp, Facebook, and Instagram into one seamless workspace. Its advanced generative AI tools, including Freddy Copilot and Freshbots, help reduce manual labor by suggesting responses, summarizing dialogues, and automating routine queries, allowing support agents to concentrate on more complex issues. The platform also enhances agent productivity through built-in performance tracking and AI-enabled quality management, which streamlines feedback and accelerates training processes. Moreover, its user-friendly interface and quick deployment make it easy for organizations to implement and scale without demanding extensive IT resources.
Zendesk
5 / 5
Zendesk offers a powerful, all-in-one solution for organizations aiming to enhance their customer support through an integrated omnichannel platform that consolidates interactions from email, chat, social media, and phone into a single interface. Its robust customization options allow businesses to modify ticket fields, automate their workflows, and build tailored dashboards, ensuring the software aligns perfectly with unique operational demands. Additionally, AI-driven automation boosts efficiency by managing routine tasks and prioritizing tickets, which helps increase both agent productivity and customer satisfaction. Designed for scalability and ease of use, Zendesk supports companies ranging from startups to large corporations while maintaining strong security and compliance standards suitable for diverse industries.
Frequently Asked Questions (FAQs)
To set up Keeping with Gmail, start by installing the Keeping app from the Google Workspace Marketplace and granting it the necessary permissions to access your Gmail account. Once installed, follow the prompts to configure your inbox settings, set up your workflows, and integrate with other tools as needed. The setup process is straightforward, with step-by-step instructions provided to ensure seamless integration.
The onboarding process for new Keeping users begins with a guided setup that includes configuring basic settings, integrating with existing tools, and importing data if necessary. Users then receive a walkthrough of the key features, including ticket management, workflow automation, and reporting tools. Support resources such as tutorials and live assistance are also available to help users get up to speed quickly and efficiently.
Keeping's free trial allows users to explore the platform's full range of features without any cost for a specified period. During the trial, users can access all functionalities, including ticket management, automation, and integrations, to evaluate the software's fit for their needs. At the end of the trial period, users can choose to subscribe to a paid plan or discontinue the service.
Keeping implements robust security measures to protect user data and ensure privacy. These include encryption for data in transit and at rest, secure authentication protocols, and regular security audits. Furthermore, Keeping complies with industry standards and regulations to safeguard sensitive information and prevent unauthorized access.
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