Up until very recently we were doing all support through our support e-mail address. However, as the business grows, it is getting harder and harder to follow through support requests and dispatch them effectively.
Do you have any recommendation on CRM/support software that could help us out ? Our principal requirement is that it has to integrate well with e-mail and let us dispatch support requests between 2-3 employees.
What is the distinction between CRM and support software ? Which one should we get considering we are an e-commerce business (our software is custom) selling consumer electronics ?
I've heard a lot of positive reviews concerning Salesforce.com but I feel it might be too big/expensive for us yet (we receive <50 e-mails per day on average).
Just FYI. We've customized JIRA bug tracking system as a help desk system, it worked fine with just adding some simple java classes to receive/send emails inbound and outbound.
For support I think Zendesk is awesome, CRM go with Bantam Live - great UI, really really practical stuff.
You can glue them together as well, both are quite cheap.