Updated
Why a help desk switch is worth being part of
Support teams do not change help desks lightly. Years of ticket history, macros, routing rules, a help center full of articles and the chat window on the website all move at once. A company that leaves one has usually thought hard about why, and it is choosing where to go while the reasons are fresh.
The chat window and the help center face the public, so a change of support tool often shows on a company's website and domain: the widget's code disappears, the support subdomain is pointed at another service.
Who to contact
The support leader decides, with the people who work in the tool every day and the people who pay for the seats:
- Head of Customer Support, Support Director or VP of Customer Experience: owns the choice.
- Support Operations or CX Operations Manager: runs the migration and the integrations.
- Customer Success leader, when support and success share the tool.
- COO or founder in smaller companies, where support reports to operations.
What to say
Talk about continuity. The questions on their mind are concrete: will ticket history come across, will help center links keep working, how long will agents juggle two tools, what happens to the chatbot's answers. Answer one of those in the first message and you are already more useful than a demo invitation.
If they have just moved to a competitor, they will not switch again next month: offer what works alongside the new tool, or ask to stay in touch until their first review of it.
How Coolie finds them
Name the support tools you replace
Type the help desks, live chats or chatbots you compete with, and keep up to five of the matches Coolie offers.
Coolie notices the tool going
When a support tool's chat code leaves a company's website, or its help center moves to another service, Coolie dates the change and keeps those from the last 90 days.
It keeps the companies that fit your ICP
Your ideal customer profile (industry, company size, location) filters the companies before anyone is contacted.
It finds the decision makers
At each company, Coolie looks for the people whose job titles match your ICP, and gives each lead a score.
It researches the leads you pick
For the leads you choose, Coolie writes a research brief (the company's news, the person, the reason to write now) and a personalized email and LinkedIn sequence.
It writes and sends from your own accounts
Email and LinkedIn steps go out from your own mailbox and LinkedIn account, spread over your working hours. You approve each message, or let the agent run on autopilot.
Signals to pair it with
Competitor Renewal finds companies that took on a competing help desk about a year ago, before their renewal. Tech Used finds who runs a tool you integrate with, such as a CRM or an e-commerce platform. See all signals.
Example (fictional)
You sell a help desk with a built-in chatbot and name the two products you most often replace.
Coolie finds Ambergale Travel, 250 employees in Portugal, whose website lost one competitor's chat window a month ago, while its help center moved to a new service.
The contacts it finds are Ambergale's Head of Customer Experience and its support operations lead. After you pick them, the first email is about bringing their help articles and ticket history across.
Every company and person in this example is invented.
Frequently asked questions
What should I offer a support team that just switched?
Help with what they cannot afford to lose: ticket history, help center links, macros and routing rules, and a short overlap so agents are not caught between two tools.
Will Coolie reach the support leader or the IT team?
Whoever your ICP names. For support software that is usually the support or customer experience leader and the person who runs support operations, rather than IT.
Do chatbot products count?
Yes, when Coolie tracks them: type the product's name and pick it among the matches. Chat and chatbot tools sit on the website, which is where their departure tends to show.
How fresh are these leads?
Each is a change from the last 90 days, dated on the lead.