Gokul Blog — A conversation on VoIP, IMS, Cisco and Just about Anything

Deeper analysis of VoIP

PROTO : SupportMagic

Posted by tggokul on January 21, 2007

Customers who shop online usually discard their ‘buy’ before the checkout screen due to questions/problems they have during pre-sales. And most customers don’t revisit the same site due to lack of after sales support. These are the problems SupportMagic hopes to address.

SupportMagic offers a platform that lets the user reach the concerned department. The ticketing section lets the customer raise a ticket and lets a staff see all the open tickets. Allows the staff to create a WorkFlow for himself. It provides a LiveChat option which allows the customer to chat online with the relevant department. (their own interface and not other IMs).

Other modules include Reporting/troubleshooting/User Management.

From what I see, the reports are basic. Am not sure whether the platform allows you to develop custom reports and whether they have open APIs to do the same. There was no mention about that. Their demo video has been loaded as two parts. You can view them below

Part 1 of Presentation

Part 2 of Presentation

4 Responses to “PROTO : SupportMagic”

  1. Puneeth said

    Hi Gokul,

    Awesome coverage. I could not come over to Proto.in due to last moment glitches. But this blog gave me a very good insight into the event. Gr8 job!


  2. tggokul said

    Hi Puneeth,

    Thanks for the compliments. Hope to see you more in this blog. And I shall be loading the videos of the demos as well ( quality ain’t that great). Be sure to check that out as well.


  3. Hi Gokul,

    Thank you for the crisp review.
    SupportMagic has other interesting features like Knowledgebase, private messaging, News, calendar, mass mailing, team notices etc. I’m not sure if my presentation did justice to the product.


  4. tggokul said

    Hi Shuhaib,

    I got enough information during the demo to know that you guys have a pretty neat product. But then as you said, all features can’t possibly be covered in eight minutes.

    Do you have APIs for custom reports?


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