Workpuls Teramind ActivTrak Hubstaff DeskTime Time Doctor RescueTime Kickidler Veriato Work Examiner
OVERVIEW
Price $6/user/month $6/user/month $7.20/user/month $7/user/month $7/user/month $9.99/user/month $6/user/month $9.99/user/month $150/licence/year $60/licence (lifetime)
Free trial 7 days 7 days No 14 days 14 days 14 days 30 days 7 days Yes 30 days
Ease of use Very easy Difficult Very easy Easy Easy Very easy Very easy Very easy Very difficult Easy
TRACKING METHODS
Unlimited (tracker working 24/7)
Fixed (defined working hours)
Automatic (when computer is connected to a specified network)
Manual (start/stop)
Project based (track time only on projects)
GENERAL MONITORING FEATURES
Stealth mode
App and website usage
Real-time monitoring
Offline time tracking
Attendance
Activity levels
Keylogger
Geolocation
Remote desktop control
Website/activity blocking
SCREENSHOTS AND RECORDING
Screenshots
Screenshots on demand
Screen recording
PRODUCTIVITY FEATURES
Productivity trends
Websites and apps labeling
Category labeling
Productivity alerts
ADVANCED SECURITY FEATURES
User behavior analytics
Data loss prevention
Advanced file and web monitoring
REPORTING
Productivity reports
Team reports
Timelines
Email reports
Access management
PLATFORMS
Web
Mac desktop app
Windows desktop app
Linux desktop app
Mobile app iOS, Android iOS, Android iOS, Android iOS, Android iOS, Android Android
Browser extension Chrome Chrome Chrome
Other Citrix, VMware Chrome OS
OTHER
Support Phone, email, online Phone, email, online Phone, email, online Email, online Phone, email, online, in-person Online Phone, email, online Email, online, Viber, Whatsapp Phone, email, online, support ticket Phone, email, online
Knowledge base
Video tutorials
Integrations comming soon
API
Deployment cloud, on-premise cloud, on-premise, AWS, Azure cloud cloud cloud cloud cloud on-premise cloud, on-premise on-premise
Kronos Humanity Timeclockplus Tsheets Wheniwork Deputy Replicon Jibble EbilityTimeTracker OnTheClock BeeBole
OVERVIEW
Price(per month)Available upon requestFrom $2 per userAvailable upon requestFrom $6.40 per user+$16Free for up to 75 usersFrom $2.50 per userBasic plan:$30 for 5 users+$5 per additional userFrom $1.50 per employeeFrom $4 per user+$8From $2.20 per user$5.99 per user per month
Free trial30 days14 daysYes14 days14 days14 days30 days30 days,no credit card required
Ease of useDifficultEasyDifficultVery easyEasyEasyDifficultVery easyEasyEasyEasy
FEATURES
Timecard management
Scheduling
Shift Trading
Timesheets
Break time management
Real-time tracking
PTO Management
Payroll
Invoicing
Client billing
GPS tracking
Clock out reminders
Alerts
Manual time
PUNCH-IN METHODS
Web app
Mobile app
Time clock device
Time clock kiosk
Facial recognition
Fingerprint scanning
Geofencing
Group punch-in
REPORTING
Visual reports
Email reports
Time rounding
MANAGEMENT
Permissions
Manager approvals
Add time for others
Integrations
PLATFORMS
Web
Android app
iOS app
Mac desktop app
Windows desktop app
Linux desktop app
OTHER
SupportPhone and onlinePhone and onlinePhone,chat and onlinePhone and chatEmail and onlineChat and phonePhone,email,chat and onlinePhone and onlinePhone,email,chat and onlinePhone and onlineOnline chat and video support in English,French,and Spanish
Knowledge base
Video tutorials
Community forum
API
Workpuls Hubstaff Toggl TimeDoctor Harvest TimeCamp Timely Everhour Tick TMetric
OVERVIEW
Price (per month) $6 per user $5.83 per user $9 per user $9.99 per user $10.80 per user $5.25 per user $99 for 5 users $7 per user $19 for 10 projects $5 per user
Free trial 7 days 14 days 30 days 14 days 30 days Yes 14 days 14 days 30 days 30 days
Ease of use Very easy Difficult Difficult Very easy Easy Very easy Easy Difficult Very easy Difficult
TIME TRACKING METHODS
Manual
Start/stop buttons
Automatic time mapping
IN-DEPTH TASK AND PROJECT ANALYSIS
Screenshots
App and website usage
Activity levels coming soon
Real-time tracking
TASK AND PROJECT MANAGEMENT
Project adding
Project templates
Project status
Task assignment
Task priorities
Budgeting coming soon
Mark billable/non-billable hours
Payroll calculation
Invoicing
ALERTS
Idle time reminders
Deadline alerts coming soon
Budget alerts coming soon
REPORTING
Client login
Productivity analysis
Email reports coming soon
PLATFORMS
Web
Mac desktop app
Windows desktop app
Linux desktop app coming soon
iOS app Beta
Android app
Browser extension Chrome Chrome, Firefox Chrome Chrome Chrome, Firefox Chrome Chrome, Firefox, Opera, Edge
OTHER
Support Phone and online Email and online Email and online Online Online, email and phone Email, online and support ticket Email and chat Email and chat Email Chat
Knowledge base
Video tutorials
Integrations coming soon
API
On-premise hosting

In the era of digitization, trust has become a currency in the business world. Establishing trust with customers is crucial for long-term success, and one way to achieve this is through exceptional email support. 

‍

When handled correctly, email support can be a powerful tool for building customer trust, improving relationships, and enhancing your brand's reputation.

‍

In this blog, discover the best practices for providing stellar email support. In addition, find out how technology needed to work from home like Insightful can help you effectively monitor your customer support. 

‍

The Importance of Email Support

‍

Email is one of the most common and preferred methods of communication for consumers today. Customers value email for its convenience and the ability to get detailed responses to their queries. As such, it's a critical touchpoint for businesses to foster customer trust and satisfaction.

‍

Effective email support serves as a reflection of your brand's dedication to customer service. It provides an avenue for solving problems, addressing concerns, and demonstrating to customers that their needs and experiences matter to your business.

‍

Best Practices and Tips for Exceptional Email Support

‍

Prompt Responses

The modern consumer expects prompt responses to their queries or concerns. Demonstrating attentiveness and respect for their time can significantly enhance customer satisfaction. For instance, a renowned online retailer, Amazon, often responds to customer inquiries within a few hours. While it's not always possible to provide a full solution immediately, acknowledging the receipt of the query and outlining the steps you will take to resolve it, is crucial.

‍

Clarity and Precision

Clear and precise communication is the backbone of great customer service. For example, Apple is known for its concise yet thorough responses. If the problem can't be solved immediately, it's important to provide a clear timeline for resolution. Outlining the plan to address the issue can reassure customers that their problem is being taken seriously and will be solved.

‍

Personalize Your Responses

Personalized responses make customers feel valued and understood. An excellent example is the streaming service Netflix, which personalizes customer interactions by addressing them by name and referring to their viewing preferences when relevant. Tailoring responses to the customer's specific needs and past interactions can strengthen their connection to your brand.

‍

Professional Yet Approachable Tone

Balancing professionalism with an approachable tone can greatly enhance your customers' experience. Brands like Zappos are known for their friendly and personable customer service, which helps to create a positive and memorable customer experience. While maintaining a professional demeanor is important, a touch of warmth can help humanize your brand.

‍

Follow-Up

Following up with customers post-resolution is another way to provide excellent customer service. For example, the software company Adobe often follows up with customers to ensure their issue has been resolved to their satisfaction. This extra step shows customers that you're committed to their positive experience, even after their immediate issue is resolved.

‍

Ask for Feedback

Encouraging customers to provide feedback shows that you value their opinions and are committed to improving. For instance, Airbnb sends out feedback forms after each customer interaction. This feedback can be invaluable in identifying areas for improvement and demonstrating to customers your commitment to exceptional service.

‍

Tools for Exceptional Email Support

‍

While adhering to best practices is key to delivering excellent email support, leveraging the right tools can make your efforts more efficient and impactful. Here are some top-notch tools businesses can use to offer exceptional email support:

‍

Zendesk: A popular customer service software, Zendesk offers a robust email support system. It allows for the easy organization and tracking of customer queries, automating responses, and integrating multiple channels of communication. With its streamlined interface, Zendesk enables businesses to respond to customer issues promptly and efficiently.

‍

Freshdesk: This is a cloud-based customer support platform that excels in streamlining customer conversations. Like Zendesk, it provides automation, ticketing, and multi-channel support. With its robust set of features, Freshdesk can be a boon for businesses looking to take their email support to the next level.

‍

Help Scout: Help Scout is designed specifically for customer support teams. It offers features like shared inboxes, data tracking, and automated responses. The shared inbox feature is especially useful as it allows multiple team members to collaborate on resolving customer issues.

‍

Zoho Desk: Part of the Zoho suite of productivity tools, Zoho Desk offers a plethora of features such as ticket management, automation, multi-channel support, and a knowledge base for customers. Its extensive capabilities can greatly aid businesses in delivering prompt and efficient email support.

‍

Front: This tool is particularly useful for teams that collaborate on email responses. Front brings together all your communication channels, including email, apps, and team collaboration, into one unified platform. This enables teams to work together on resolving customer queries, improving the overall efficiency and quality of support.

‍

Gorgias: Gorgias is an excellent tool for e-commerce businesses. It consolidates support tickets from various channels into a single interface, making it easier to manage and respond to customer queries.

‍

Incorporating these tools into your email support can greatly enhance your efficiency and the overall quality of your customer service. By choosing the right tools that align with your business needs and combining them with the best practices outlined above, you can truly excel in providing exceptional email support and fostering robust relationships and trust with your customers.

‍

How Insightful Can Help

‍

As businesses navigate the challenges of transitioning to remote work, maintaining exceptional email support becomes even more vital. Insightful's suite of tools offers valuable assistance in this new virtual terrain. 

‍

For instance, the performance tracking feature not only monitors response times but also evaluates the quality of remote email support. The insights garnered can be utilized to uplift your email support services in the remote work environment.

‍

The question "is it legal to monitor employee emails?" arises frequently in remote settings. It's important to address these concerns transparently, ensuring that any monitoring practices comply with legal and ethical standards. Insightful's tools can help strike a balance between monitoring for performance enhancement and respecting employee privacy.

‍

Moreover, the ethical implications of employee monitoring should not be ignored while harnessing the power of data analytics. Insightful can identify trends and patterns in customer inquiries and responses, providing valuable insights that guide the development of email support strategies. Such strategies, built while keeping ethical considerations in mind, can align with customer needs and expectations, thereby boosting trust and satisfaction.

‍

Building trust through remarkable email support extends beyond just answering emails. It involves demonstrating empathy, offering precise information, and showing customers that their concerns genuinely matter. 

‍

As the work paradigm shifts towards remote settings, grappling with questions about the legality and ethics of employee monitoring becomes crucial. By adhering to these best practices and employing tools like Insightful, your brand can excel in providing email support, fostering robust relationships and trust with your customers, even in a remote work setup.

‍

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Employee Monitoring

Building Trust through Exceptional Email Support: Best Practices

Written by
Kendra Gaffin
Published on
June 8, 2023

In the era of digitization, trust has become a currency in the business world. Establishing trust with customers is crucial for long-term success, and one way to achieve this is through exceptional email support. 

‍

When handled correctly, email support can be a powerful tool for building customer trust, improving relationships, and enhancing your brand's reputation.

‍

In this blog, discover the best practices for providing stellar email support. In addition, find out how technology needed to work from home like Insightful can help you effectively monitor your customer support. 

‍

The Importance of Email Support

‍

Email is one of the most common and preferred methods of communication for consumers today. Customers value email for its convenience and the ability to get detailed responses to their queries. As such, it's a critical touchpoint for businesses to foster customer trust and satisfaction.

‍

Effective email support serves as a reflection of your brand's dedication to customer service. It provides an avenue for solving problems, addressing concerns, and demonstrating to customers that their needs and experiences matter to your business.

‍

Best Practices and Tips for Exceptional Email Support

‍

Prompt Responses

The modern consumer expects prompt responses to their queries or concerns. Demonstrating attentiveness and respect for their time can significantly enhance customer satisfaction. For instance, a renowned online retailer, Amazon, often responds to customer inquiries within a few hours. While it's not always possible to provide a full solution immediately, acknowledging the receipt of the query and outlining the steps you will take to resolve it, is crucial.

‍

Clarity and Precision

Clear and precise communication is the backbone of great customer service. For example, Apple is known for its concise yet thorough responses. If the problem can't be solved immediately, it's important to provide a clear timeline for resolution. Outlining the plan to address the issue can reassure customers that their problem is being taken seriously and will be solved.

‍

Personalize Your Responses

Personalized responses make customers feel valued and understood. An excellent example is the streaming service Netflix, which personalizes customer interactions by addressing them by name and referring to their viewing preferences when relevant. Tailoring responses to the customer's specific needs and past interactions can strengthen their connection to your brand.

‍

Professional Yet Approachable Tone

Balancing professionalism with an approachable tone can greatly enhance your customers' experience. Brands like Zappos are known for their friendly and personable customer service, which helps to create a positive and memorable customer experience. While maintaining a professional demeanor is important, a touch of warmth can help humanize your brand.

‍

Follow-Up

Following up with customers post-resolution is another way to provide excellent customer service. For example, the software company Adobe often follows up with customers to ensure their issue has been resolved to their satisfaction. This extra step shows customers that you're committed to their positive experience, even after their immediate issue is resolved.

‍

Ask for Feedback

Encouraging customers to provide feedback shows that you value their opinions and are committed to improving. For instance, Airbnb sends out feedback forms after each customer interaction. This feedback can be invaluable in identifying areas for improvement and demonstrating to customers your commitment to exceptional service.

‍

Tools for Exceptional Email Support

‍

While adhering to best practices is key to delivering excellent email support, leveraging the right tools can make your efforts more efficient and impactful. Here are some top-notch tools businesses can use to offer exceptional email support:

‍

Zendesk: A popular customer service software, Zendesk offers a robust email support system. It allows for the easy organization and tracking of customer queries, automating responses, and integrating multiple channels of communication. With its streamlined interface, Zendesk enables businesses to respond to customer issues promptly and efficiently.

‍

Freshdesk: This is a cloud-based customer support platform that excels in streamlining customer conversations. Like Zendesk, it provides automation, ticketing, and multi-channel support. With its robust set of features, Freshdesk can be a boon for businesses looking to take their email support to the next level.

‍

Help Scout: Help Scout is designed specifically for customer support teams. It offers features like shared inboxes, data tracking, and automated responses. The shared inbox feature is especially useful as it allows multiple team members to collaborate on resolving customer issues.

‍

Zoho Desk: Part of the Zoho suite of productivity tools, Zoho Desk offers a plethora of features such as ticket management, automation, multi-channel support, and a knowledge base for customers. Its extensive capabilities can greatly aid businesses in delivering prompt and efficient email support.

‍

Front: This tool is particularly useful for teams that collaborate on email responses. Front brings together all your communication channels, including email, apps, and team collaboration, into one unified platform. This enables teams to work together on resolving customer queries, improving the overall efficiency and quality of support.

‍

Gorgias: Gorgias is an excellent tool for e-commerce businesses. It consolidates support tickets from various channels into a single interface, making it easier to manage and respond to customer queries.

‍

Incorporating these tools into your email support can greatly enhance your efficiency and the overall quality of your customer service. By choosing the right tools that align with your business needs and combining them with the best practices outlined above, you can truly excel in providing exceptional email support and fostering robust relationships and trust with your customers.

‍

How Insightful Can Help

‍

As businesses navigate the challenges of transitioning to remote work, maintaining exceptional email support becomes even more vital. Insightful's suite of tools offers valuable assistance in this new virtual terrain. 

‍

For instance, the performance tracking feature not only monitors response times but also evaluates the quality of remote email support. The insights garnered can be utilized to uplift your email support services in the remote work environment.

‍

The question "is it legal to monitor employee emails?" arises frequently in remote settings. It's important to address these concerns transparently, ensuring that any monitoring practices comply with legal and ethical standards. Insightful's tools can help strike a balance between monitoring for performance enhancement and respecting employee privacy.

‍

Moreover, the ethical implications of employee monitoring should not be ignored while harnessing the power of data analytics. Insightful can identify trends and patterns in customer inquiries and responses, providing valuable insights that guide the development of email support strategies. Such strategies, built while keeping ethical considerations in mind, can align with customer needs and expectations, thereby boosting trust and satisfaction.

‍

Building trust through remarkable email support extends beyond just answering emails. It involves demonstrating empathy, offering precise information, and showing customers that their concerns genuinely matter. 

‍

As the work paradigm shifts towards remote settings, grappling with questions about the legality and ethics of employee monitoring becomes crucial. By adhering to these best practices and employing tools like Insightful, your brand can excel in providing email support, fostering robust relationships and trust with your customers, even in a remote work setup.

‍

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