Our company, Pivothead, manufactures POV eyewear. We have a decent volume of business and a few months ago started using SupportSync to handle all of our returns and repairs. We use a separate system for troubleshooting, support articles, and general customer interaction. Although SupportSync claims to offer these features, they are severely lacking and would not work for our needs.
When it comes to creating and tracking returns, SupportSync works great. The workflow for a normal return is straightforward, and new employees can pick it up quickly. The auto-generated email templates are easy to work with, and creating an account or return from a customer's point of view is fairly simple. Adding and setting up products and parts is simple.
Once the workflow leaves the standard return, repair, ship-back model, things get harder. SupportSync allows for different workflows for things like processing a credit, charging for a repair, accepting payment, sending an email to a customer, and other things. These mini workflows are very useful, but often hard to navigate to or start. There is no centralized screen or tab that will show all of the information for a customer, and tasks such as accepting a payment are often only accessible from a single small link that is very unintuitive to use.
Our companies biggest problem with SupportSync is that it has no way to integrate with our support desk application (Desk via SalesForce). And while SupportSync will claim to be able to serve as a general support management app, it is severely lacking in this regard. The app claims that it can integrate with ZenDesk, but even here the integration is minimal. Our company would like to integrate customer communication in one area, but right now we are forced to interact with customers from both our normal support app and SupportSync
It has great features and makes it easy to keep track of your returns and allows maximum visibility
while it makes it easy to keep track of returns it is also a little confusing. there are a lot of features but they dont tie together as easily as they could.
Just when we needed to find a simple RMA system without any of the bells and whistles that other competitors provide, we stumbled onto SupportSync. While the app was still in its early stages when we started, it was still very functional. Additionally, Jeff and Scott were so hands-on that all our concerns were quickly addressed.
It's been just under a year since we first started using SupportSync, and we definitely will be sticking with it. What would have normally been easily a few thousand dollars to develop an internal system has been solved by SupportSync with affordable subscriptions.
A valuable CRM tool we used to track and manage returns between our service center and clients customer service. Being able to print shipping labels from UPS, Fedex and USPS (via Endica) directly & send email notifications was ideal. We also used the additional features in monitoring returns tested, retail open boxed returns and shipments of spare parts for end-users. SupportSync customer service was great when it was requested to add the additional feature in supporting for multiple brands/products to multiple service centers.
We have been using Support Sync for about 2 months now and are having no issues and we are very pleased with the ease of use. The shipping feature is wonderful and everything works like a charm. The customer service has been very helpful and we could not be happier. Thank you Support Sync.
Works great with integrated USPS, UPS and Fedex shipping. Easy way to manage returns and history of users.
Great product. Just what we needed. Customer service is top notch. Love it! Thanks guys!