Missive

Loving and Growing with Missive

Opmerkingen: Overall Missive has exponentially improved out workflow and operations. Our team is much more connected and communicative than ever.

Pluspunten:

We love the collaborative email features, chatting, assigning, and observer features in Missive. Missive allows managers to supervise employees and make sure that no lead or email is missed but also isn't so intrusive that employees feel creeped out by it. Though we're sharing emails, everyone has their own Missive account and tasks they can have ownership of. The chatting allows our team to communicate so much better than before when we all had different google hangouts.

Minpunten:

Missive is still growing so sometimes we run into technical or feature limitations of things they haven't worked out yet. I also don't like how only the owner of the account can do certain things. As an administrator I hate to have to bother the owner of the company every time I need to add a new alias.

Missive for the win!

Opmerkingen: Love, love, love Missive. The lads are excellent with their onboarding and support. I have no idea how such a little team does so much at such a high level - it is truly inspirational.

Pluspunten:

We reviewed this alongside Front. It was attractive to me as it is a small team that is bootstrapped, and I like to support that. But most critically when doing the technical review of Missive v Front (and others) we found that they had the deepest integration with Gmail and an excellent API that allowed us to build a custom integration with our internal tooling. We were driven to find a common collaborative inbox tool for the team as Intercom wasn't working as well as we needed (we still use it for outbound messages), plus we get lots of messages from other channels and for other reasons beyond support - like sales. It also works well with PipeDrive - seeing that PD was using it themselves was reassuring, although it would be *excellent* if they shared some of the internal integration learnings with the PD integration off the shelf (it does the job, but only just)

Minpunten:

There is still some confusion about how to best handle closing and archiving with team emails - so it is closed from an individuals box but not the shared box and similar when trying to hand over an email and removing the email from your inbox - we still have a fear we will archive it for everyone. This is the most confusing part of the platform. We tend not to use Tasks as we have Pipedrive, Trello, TidyHQ all generating tasks which makes it confusing - I do wish we could push all tasks centrally to one of the above tools.

Missive Review

Pluspunten:

This was a new product to me when I started at this company, So far it has done just about everything I've needed from the software.

Minpunten:

I haven't run into any issues to provide any constructive feedback

One software to rule them all

Opmerkingen: Thanks to Missive, we’ve been able to use only 2 softwares for all our communications. Internal communication (team members interacting with each others) is done through Basecamp, and external communication (team members interacting with customers, suppliers, media, bizdev, etc.) is done through Missive. This really helps to keep our focus at the right place in the correct software. Disclaimer: We still have to use other softwares to send our newsletter, for example, but that wasn’t the point in my review.

Pluspunten:

The team inbox feature is simply incredible. It allows our team to chat between responses to our customers or suppliers to make sure we say the correct things and that we have all the information needed before sending those emails. It’s much better than Zendesk for the workflow and the fact that Missive doesn’t break all the time (like it happened to us on Zendesk back then, before we switched). As a small business, Missive allows us to centralize all our “external communication” (Customer service, BizDev, Media/Press contacts) into one software, instead of scattering our team between a help desk, a CRM, and some other tools and software to make it all work. We have different e-commerce websites, so we can actually have all our projects and different emails on the same software for a single price.

Minpunten:

Since this isn’t a help desk, there are no “ticket numbers”, where everything has a clear number attached to it (Customer request ticket #1001, #1002, etc.). But that’s understandable because Missive isn’t built only for being a help desk. What I also like the least about Missive is the lack of hierarchical structure implemented in the pre-built responses our team created. It’s already great (the search tool for searching through your quick responses is already great, but the lack of visual structure can be hard for beginner employees when you have 50+ quick responses for every possible situation when dealing with customer service. This is something that I miss from Zendesk, when we could separate our quick responses (aka macros) into different folders/categories

Making Business & Teams Smarter

Opmerkingen: Overall, they're great and seems to be growing and adapting.

Pluspunten:

It reduces the noise between teams and the time taken spent resolving topics as no-one is having to forward emails, CC this person, BCC that person, etc. Work just gets done.

Minpunten:

The price in addition to Office365 or G Mail plan is a little high which would be totally fine actually if it was possible to have different users on different plan levels.