February 28, 2011

Supportbreeze – Organize & Respond to Customer Queries

Supportbreeze is a web-app aimed at helping web publishers and other online business owners who struggle keeping up with incoming support requests. When customers are confused and constantly emailing in questions that need to be answered, it can slow down corporate operations and drag down the team of staffers who’ve been assigned the task of answering these types of complaints. By utilizing a convenient system like Supportbreeze, businesses can free up overwhelmed employees and spend more time coming up with ways to increase profits.

If your online customers and clients need more handholding than your staff can provide, then it might be worthwhile to sign up for Supportbreeze. Invite all of your support staffers to create their own logins on the site, and add all the important information like your site URL, company logo, and even an optional custom domain. Create a link on your current website to your Supportbreeze page, and start asking customers to submit their queries online. Customers who visit your support page will be prompted to type in a question, subject, their name, and email address. When you log into your Supportbreeze dashboard, you’ll see the number of unanswered support requests right away. Click on the tab to view all the latest queries. Using Supportbreeze’s threaded messaging system, it’s easy to review the responses your employees have been sending out to ensure the right tone is being conveyed to customers and clients.

Unlike traditional email responses, Supportbreeze’s threaded views allow for status updates that let everyone know when a response has been sent and a case has been closed. You can also create customized emails that go out to everyone who’s sent in a request, as well as canned responses that employees can use to answer frequently asked questions. Supportbreeze even offers an online “knowledge base” where employees can type and post helpful articles that customers can read before emailing for support online.

Practical Uses:

  • Promptly respond to customer queries
  • Create a help center database with answers to frequently asked questions
  • Automate the response process by sending canned replies to answer certain questions
  • Spend less time and money answering customer queries each day

Insider Tips:

  • Users can create SEO-friendly help articles for their customers
  • Automated responses can be sent to clients as a receipt of their question
  • Upgraded plans come with more storage space
  • Supportbreeze offers a full range of customization options

What we liked:

  • Frequently asked questions can be answered with canned replies
  • Threads can be assigned to specific support staffers
  • A knowledge base can be created to answer common customer queries
  • Supportbreeze has plenty of different account options for companies of different sizes

What we didn’t like:

  • Nothing


Company Info:

  • Launched: July 2010 (Beta)
  • Privately Held
  • Headquarters: Wellesley, Massachusetts
  • Founded by: Mark Bao
  • Web site:


  • Starter plan is $9/month
  • Basic plan is $24/month
  • Plus plan is $49/month
  • Premium plan is $99/month
  • Unlimited plan is $149/month

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