Pulse.ly

Here is Pulse.ly in plain terms. Taking Feedback Forward. The job it does: turning support emails and chats into tickets with owners, priorities and SLAs.

The natural audience is support teams from two people to hundreds. They also list Customer Service, E-Commerce, Market Research, Mobile and Retail, so expect those to show up in the feature set. They are a very small team, 1 to 10 people, which usually shapes who they work with. You will probably talk to the people who build it, which is great until you need 24/7 support.

Pulse.ly is based in New Haven, Connecticut and founded in 2012. More on pulse.ly.

Things worth asking about: channel coverage, automation rules, and per-agent pricing. Get the renewal terms in writing before the first invoice.

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