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).
Agree with the above about Zoho and Info at Hand. You may also want to test out Highrise by 37signals: http://highrisehq.com/ There's also vtigerCRM for larger scale purposes but I'd only recommend it if one of you knows how to install/manage mySQL databases.
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.
We've just moved from www.desk.com (its good) to a www.uservoice.com (looks better then desk).
With both you can start for free and if it works, pay some small fee and get going nicely.
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.
You might want to look into SugarCRM. Salesforce.com is supposed to be really good, but it also might be way more than you need right now.