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We use Intercom (www.intercom.com) at BetaList. I really like it, but it's quite pricey.

Some of the things I like about it:

  • Shows previous customer communication
  • Includes OS / browser / etc info for customers
  • You can assign tickets to team-members (not sure if relevant for you?)
  • Integrates with Stripe so you can see customer's billing status
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