Used For

• +**Your team keeps answering the same shipping questions 50 times a day** → AI Answers pulls from your knowledge base and responds instantly
• +**Customer emails get lost between team members and nothing gets resolved** → Shared inbox shows who's handling what, prevents double replies
• +**New support hires sound like robots or take forever to write responses** → AI Assist helps them write like pros in one click
• +**Customers can't find basic info and create tickets instead** → Knowledge base with search lets them help themselves
• +Beacon chat widget appears when customers seem stuck - catches problems before they email

Best For

• >Your team is drowning in customer emails across 5 different inboxes
• >You're tired of customers asking the same 10 questions over and over
• >Support feels like playing phone tag with angry people

Not For

• -Solo founders or tiny teams under 5 people — you're paying team prices for individual problems
• -Enterprise companies needing heavy customization — this is built for simplicity, not complexity
• -Teams where phone support is the main thing — the phone features are pretty basic

Pairs With

• *Slack (where your team gets notified about urgent support tickets and celebrates good customer feedback)
• *Shopify (pulls order details directly into conversations so you're not asking customers for order numbers)
• *Zapier (to automatically create tickets from other sources like contact forms or social media)
• *HubSpot (syncs customer data so support can see purchase history and previous interactions)
• *Jira (when customer issues turn into actual bugs that need developer attention)

The Catch

• !The pricing adds up fast once you need multiple agents and advanced features
• !You'll spend time setting up knowledge base articles upfront or the AI features won't work well
• !Mobile app is decent but you'll still prefer the desktop for complex customer issues

Bottom Line

The support tool that doesn't make you hate doing support.