Unlock the Power of Open Source Contact Management Software for Customer Service

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are you looking for a free and Powerful alternative to intercom drift and sandesk hello today we will discover paper cups a free open source customer service solution including all the essentials features to provide high quality support to your user on your website and apps before jumping to the platform overview let's have a look at the different options available to start using it there are different options available to paper cups you can use the cloud version from them you choose your plan and you're ready to go you can also go to their GitHub and follow the instruction for self-hauting it yourself or even use one click Heroku deployment or the solution you will see together by using lsto our platform to deploy and fully manage our open source software to set up our instance go to ls.io hit login then hit deploy my first service then search for paper cups select choose your cloud provider will choose a scale away hit next and create service we will receive an email as soon as our instance is ready I just received the email telling me that my instance is ready I can go click here to get the password I arrive on my instance admin dashboard I can click here to copy the password to my clipboard and go to my instance by clicking on the URL here the email is my account email and the password in my clipboard then hit login when you arrive you have no onboarding it's directly the working dashboard but I will present you the different features the first thing we will need to do is to set up our communication channel to do it you go into inboxes first there are inboxing so you can separate inbox between maybe the support or the sales so you have different way to sort the different messages you have and inside in boxes you need to add communication channels configure inbox and from here we have different sorts Channel we can use together we will see the simplest one which is a live chat but there is also email forwarding Gmail twilio and sync with slack they also have a good documentation to show you how to create the different thing needed to do the custom integration for example with slack and if you don't success with it don't hesitate to contact us on our support and we will help you let's start by adding a live chat to any website it will create a widget we are able to set a title and we have a live preview on the right let's name it elstio supports you have a subtitle or it's a message an engaging message to ask people to write to you you can even add a greeting message away message when you are typing you can set the color to fit your branding you can even change the icon on the bottom right here you can see it's filled now it's outlined then you can add some additional features like require in an unidentified customers to provide their email show agent availability and then you have some instructions to help you it in your website there is at the basic HTML JavaScript away which are the most convenient one or you can have the react one but even in a react you can use the vanilla JavaScript on top of your website to it in basically two seconds as you can see the configuration is not defined on your account but it's based on the JavaScript parameter you use so maybe on different pages you can use different parameters which is quite useful let's add it to a project I have to see how it works in a real case scenario as any widget added on the bottom of your scripts save and you can see on this project it added me uh the icon here and I have the support enabled on my website it took me really two seconds to do it here it's all the parameter automatically set you don't need to change it or you can do it with the UI but here those are the parameters you can add to give more context to the support about the user contacting them the name the email the external ID for example the ID of your user in your database and some metadata to have all required information for the support to help the user the best okay it's asking me my email I will set it and say hello please help me so we will see how it appears in paper cups back to here we can see we have a lot of alerts telling me that I received a new message let's open it from all we have the email of the user because I didn't put the information it's coming from the Box on the right you can see the information of the user if I filled it it was more available for the support Sim you have a last scene first scene the device used and where it's used they don't add the IP we can add linked issues if for example we already had issue for this user we can link it to another one or maybe between multiple user or yeah you can link it to a generic issue for your projects you can add some additional context to your description by using tags for example pricing issue don't so now I will have this tag Associated so I know all my customers having pricing issues I also can add note for this user so if we have something not private but to memorize about this issue so you have it or your co-worker habit you can write it here this user is the is coming for the third time we need to hurry to help him in this way the team will help uh faster because they have this information we can of course reply here hello how can I help you we can also attach a files to to help the user to guide the user once you're fine with it you can go on the right either Market as a priority or you can close it because it's fine the the issue is closed and you also can delay the conversation let's close it now I don't have any conversation I'm good with the supports all my users are helped there are different things assigned to me if you're working team you can assign it to other people you also can have mentions a lot for example the one we saw in the notes earlier the unread and assign maybe there is one people who will just say hello and assign to the technical team and this feature is quite helpful you can set it to Priority test or you can have access to the history and the closed one let's quickly jump to the tags because we talked about it here we have pricing issue if we go to this tag we can see all people linked to this tag or all the conversations because we can attach other either someone or a discussion and from this screen you can edit the tag to add more context and explain what it is about and specify a different color code other thing you have about your conversation is you have a full access list of your customers here you can pre-add them directly manually you also can group them by companies that you can create company here with the name description website and a select Channel specifically for them if you made the slack integration you also have access to different issues but you can see it's in beta for the moment and all the notes then something very important to work in team is to set up the team so here I'm alone for the moment in the team it's the first account created when I deployed the instance but you can generate an invite URL to invite all their users join you on paper cups if I generate the URL I go to it and then I can create my account with this URL or I can log in if I already have an account which is the case for me for the moment it doesn't seem you can add a very fine-grained permissions about the user maybe it's admin and generic users maybe it will come in the future because paper cups is always evolving and integrating new features it also comes with Integrations we have already seen some of them in the communication channel for example with slack or email forwarding but there are some others which are account level integration you can connect it to GitHub or good sheets or HubSpot or even if you already have intercom you can switch your users if you are bored of paying that much money for it one interesting feature is reporting you can see how your team is performing so you can share the support efficiency to the bigger team Vision you have stats about the average response time the median the resolution of issues is quite useful to see how that support is performing you also can see on what day your support is contacted to affect the correct resources in your team to be available when users need to there are also here developer tools if you go you can generate API keys and you can create some web hooks to integrate it with uh your backend or your system it's quite interesting because with API maybe you can do very powerful things with the different endpoints available are users conversations you can create conversations you can retrieve one and update it delete lists all conversation can we respond to to users it must be in the message section retrieve a message delete list all message it doesn't seem we can write directly but if we can we call just are connected to your documentation and to charge GPT and do a first wall of support just using AI you can go even further by enabling uh live sessions you need to sorry time the documentation is here to tell you how to it but then you can give a Live support to your users thank you for watching we hope you enjoyed this platform tour of paper cups if you find this kind of video useful please hit the like button to help this content be more visible to other open source software lovers don't forget to subscribe to the channel to not miss our next videos but if you can't wait until next week you can continue discovering great open source tools by watching this video here