SupportSync

Pros

Packed with strong features, it makes tracking returns simple and gives you a high level of visibility throughout the process.

Cons

Even though it helps keep returns organized, it can still feel a bit confusing. There are plenty of features but they don't connect together as easily as they could.

Pros

At Pivothead we make POV eyewear and with the amount of business we handle, we started using it a few months ago to manage all of our returns and repairs. We still rely on a separate platform for troubleshooting, support content and general customer communication. Even though it says it can cover those areas too the functionality there is far too limited for what we need. Where it really performs well is in creating and tracking returns. The standard return process is clear and easy and even new team members are able to learn it without much trouble. The auto-generated email templates are simple to adjust and from the customer side, setting up an account or submitting a return is fairly easy. Product and part setup is also pretty simple. Once you move beyond the usual return, repair and ship-back flow though, it starts to get more complicated. it does support smaller workflows for things like issuing credits, billing for repairs, taking payments, emailing customers and similar tasks. Those are genuinely useful but they can be difficult to find or launch. There also isn't one central page or tab that gives a full view of the customer and actions like taking a payment are sometimes buried behind one tiny link that feels anything but simple. The biggest issue for our company is the lack of integration with our support desk software, Desk through SalesForce. While it presents itself as a broader support management tool, it falls well short in that area. It also says it can integrate with ZenDesk but from what we've seen, that connection is very limited too. We'd prefer to manage customer communication in one place but right now we still have to split those interactions between our regular support system and it.

Cons

No cons to mention.

Pros

Right when we were looking for a easy RMA system without all the extra bells and whistles other competitors pack in, we came across it. Even though the app was still in its early stages when we started using it, it was already very functional. On top of that, Jeff and Scott were extremely hands-on so any concerns we had were addressed quickly. It's been just under a year since we began using it and we fully plan to keep it. Something that would normally have cost a few thousand dollars to build internally was handled by it through an affordable subscription.

Cons

I haven't found any cons.