DropThought

DropThought is a software company that provides experience measurements and platforms for insights to empower businesses. The job it does: turning support emails and chats into tickets with owners, priorities and SLAs.

It makes the most sense for support teams from two people to hundreds. They also list Analytics and Customer Service, so expect those to show up in the feature set. As a mid-sized product team themselves (51 to 200 people), they tend to serve customers of a similar scale best.

DropThought is based in Santa Clara, California and around since 2011. More on dropthought.com.

Before you commit, look at channel coverage, automation rules, and per-agent pricing. Ask for a trial on your own data, not a canned demo.

If you have worked with DropThought, tell the next buyer what you paid and what surprised you. That is the part of this page we cannot write.