EngageBay Service Bay Review 2024: Best for SMBs?

Service Bay provides the ability to create macros for any repetitive task.

For example, if you find yourself typing the same message to customers multiple times a day, you can create a macro for it and save it for later use.

Think of it as a shortcut for all your customer service tasks.

You can save time with macros when dealing with customer complaints or giving instructions on how to do something.

This is particularly helpful because it allows your customer service team to respond quickly and move on to the next task.

For the purposes of our testing, we created a macro to respond to affiliate marketing inquiries promptly, and it worked wonderfully.

We were able to easily create an action (shown below) that would send an email whenever someone responded about an affiliate marketing opportunity.

Overall, creating macros with Service Bay was a breeze in our experience.

With the help center feature, businesses can easily create and manage articles and collections to help their customers solve issues independently without the need to create a ticket or reach out to customer support.

The help center provides a user-friendly interface that allows businesses to categorize their articles and collections, making it easy for customers to find the information they're looking for.

Not only does this reduce the workload for customer support teams, but it also enhances the customer experience by empowering users to resolve their issues quickly and efficiently.

We were able to set ours up easily, and we're happy to say during our testing with EngageBay CRM, we've seen a considerable drop in the number of support tickets we typically receive.

With Service Bay's ticketing system, your team can manage all of your customer inquiries in one place. The idea behind this feature is to make it easy for customers to get help promptly with their service requests.

The software allows you to do the following easily:

• Route tickets automatically
• Prioritize them based on urgency
• Assign staff members
• Add tags
• Assign priority
• View notes from other agents in real time

All of these features come together to help ensure that customer inquiries don't slip through the cracks.

We added some common issues we've experienced with some of our affiliate marketing and PPC campaign contacts to get a feel for the software.

We were able to easily create a new ticket with just a click and fill out a few fields. Service Bay allowed us to search our contacts from the marketing and sales side of EngageBay, which we thought was great.

Here's what the interface looked like for us (to give you a better idea).

Once we had put our test tickets in, everything was super easy to see. We were able to organize our tickets by table or grid view. We'll show both in order to give you a better idea.

Here's the table view.

Here's our grid view. We liked how we were automatically prompted to add notes to each ticket when we moved the card to the next stage.

Overall, Service Bay's ticketing system is top-notch, in our opinion. The fact that it's free makes it feel almost too good to be true!

Service Bay allows you to create ticket-based automation to make the lives of your support team much easier.

Essentially, it lets you create rules and triggers that accomplish things like the following:

• Automatically respond to tickets
• Move them to the correct queue
• Add or remove tags
• Assign or change users

In order to really test the platform, we created a new automation to automatically assign a user whenever a new ticket was created. We got started by clicking "create automation" and were able to give it a name.

We were surprised at how easy it was to get it set up. For reference, here's the "add event" layout.

We programmed in a couple more events, saved our automation, and then got to sit back while Service Bay did all the work.

We would have liked to see some more automation across the service platform as a whole, but we loved their ticketing automation during our testing.

In a world where everything is digital, it's vital to be able to reach out to customers in real time with a personal touch.

Chatbots are great (as we've touched on), but it's even better to be able to easily provide both to your customers.

We're happy to say that EngageBay Service Bay gives you the option to do just that.

The platform comes with integrated live chat, which allows you to easily do the following:

• Connect with customers in real time to quickly answer their inquiries
• Automatically assign service tickets to the right people
• Help multiple customers at once with one simple dashboard
• Solve customer problems faster and more efficiently

You can add a chat widget to your website or app so that customers can start conversations right away.

The software also provides custom tags and automated messages to help you easily respond to incoming inquiries.

We tested it out and found the feature super easy to set up.

We also liked how you can customize the look of the chat widget with your own branding colors, logo, and personalized name.

Here's what we came up with.

Service Bay did a great job of taking a complex subject and making it as easy as possible to implement.

They even provided some helpful code (shown below) to make live chat appear when a link or button is clicked on.

Overall, live chat is an essential tool to help support teams connect with customers in ways never before possible.

The fact that Service Bay isn't charging any money for all of this functionality is almost a little suspicious (like it's all too good to be true...) But hey! Why not take advantage while it lasts?

One of Service Bay's standout features for support teams is its canned response creation.

During testing, we were able to create a canned response within minutes that not only saved time but ensured consistency in our support communication.

Here's an example of one that we created to quickly reach out to potential affiliate marketing clients.

This feature is a game-changer for SMBs who require faster response times and want to be efficient with their resources.

Canned responses eliminate the need for repeatedly typing out the same responses, allowing teams to focus on complex ticket inquiries.

We ended up using the platform's canned response feature a lot throughout our testing process.

Here are the responses we ended up creating.

Service Bay allows you to customize your ticket views, allowing your support teams to see the tickets that matter to them.

For example, your sales team can have a view that shows all of their tickets, while your service team can have another one that shows only service-related tickets.

This makes it easy for teams to stay organized and on top of things.

We created a custom view for Small Business Bonfire for new high and urgent priority tickets. That way, we could easily see the highest priority tickets and assign them right away.

Here's what our interface looked like.

With just a few clicks, we were able to easily create our ticket view.