Keeping is a help desk ticketing system application that integrates with Gmail. The software application was founded in 2013 by Vincent Cassar and Daniel Piche. Prior to developing Keeping, Vincent Cassar and Daniel Piche were Directors at NeoAid.com, a software development company that develops a wide range of Internet-based tools for nonprofit organizations to generate revenue streams through the use of new technologies.
The 2 gentlemen created the application after interviewing over 4,000 companies who stated that they needed more efficient tools for customer service. The Keeping application helps businesses manage customer support issues directly from their personal Gmail inboxes without the need for an external helpdesk. Its corporate headquarters are located in Geneva, Switzerland.
- Help desk application
- Metric measurement
- Free trial
The Keeping help desk application assist team members of an organization to respond to and assign support emails directly from within their own email inboxes. All of the support emails are organized into a new section of the inbox and are separated from regular emails. The entire process is invisible to customers and they will never know that the emails were sent from personal inboxes.
The application allows users to automatically answer repetitive questions from customers. The software application will suggest potential responses based on previous answers. If a match is not able to be found, a new response can be written and saved for the next time a similar question is received by the company. Approximately 80 percent of questions received can be answered through the suggestions offered by the application.
Keeping also lets users measure important metrics so the business can improve customer service over time. Users are able to see how many support inquiries they have received from customers overall and according to specific dates and time periods. The application also tracks how quickly support inquiries were responded to. This helps businesses become more efficient overtime by reducing response times through suggested responses and careful monitoring of specific metrics.
The company offers 3 plans that are affordable for most consumers. The Startup Plan is priced at $15 per month and includes up to 3 users, shared mailbox, all features, and priority support. The Pro Plan is the most preferred package by users at $29 monthly. This packages allows up to 5 users, unlimited shared mailboxes, all features, and priority support. The Unlimited Package is priced at $49 per month and includes unlimited users, unlimited shared mailboxes, all features, and priority support.
Interested consumers can sign up for a 14-day free trial of the application. There is a knowledge based offered on the company's website for answers to commonly asked questions. The company also offers a partner program for users to be able to earn 30 percent commissions for life. Users are able to earn up to $176 per referral per year and these commissions are paid out on a monthly basis.
- No live chat
- Best suited for smaller companies
There appears to be no information regarding the company itself on the corporate website. Information regarding the founders and developers is limited to a few sentences. The lack of information regarding Keeping is a bit disturbing and raises questions as to how well the software product works overall. The help desk ticketing system has not be on the market for a long time, and this may contribute to the lack of overall information.
The company does not offer live chat support, but can be reached via phone or email. This information can be found simply on the corporate website. Users can access the limited knowledge base offered online as well. The company could provide better customer service by offering live chat, as waiting for technical support answers can cause an increase in customer satisfaction levels if companies can not respond efficiently to their customer base.
The application appears to better suited for smaller companies. While the application may be used by larger corporations, these organizations may want to have a help desk that integrates with other project management solutions they may be using. The application is limited to Gmail integration only, which is not helpful for those using other email inboxes such as Microsoft Outlook. In order to use the software application, you must use the Google Chrome web browser. this make it unsuitable for those who use other web-based browser applications such as Internet Explorer, Opera, Mozilla Firefox, or other to conduct daily business operations.
The company could do better by offering consumers more specific information regarding the application on the corporate website. Much of the information presented is vague and does not accurately describe how it could be used in daily business operations. Video demonstrations would also be helpful so user can see how it performs in daily interactions with customers. The few video presentations that are available on the corporate website from the project management company only shows snippets of the software application in action.
The Bottom Line
Keeping is an online help desk ticketing system application that integrates fully with Gmail. The application has been in the marketplace for approximately 2 years. There is no information available regarding how the company handles consumer support issues and complaints. However, the company does offer a 14-day free trial of the application so users can determine if it is suitable for their specific needs.
The plans offered by the company are affordable for most consumers, but are best suited for small businesses. The application integrated with only Gmail, so may not be helpful for business that use other email programs. The company does not offer live chat support, but is easily accessible by phone and email. Interested consumers are advised to investigate the application for themselves before enrolling in one of the 3 monthly plans offered by the project management company.