October 29, 2012

How We Improved Response Time by 340%

How We Improved Response Time by 340%

We've had a great response so far to Help Scout Apps. It got me thinking about how we've integrated a few apps into our day-to-day support workflow, in particular the Campfire App.

For those that aren't familiar with it, Campfire is a group chat room tool. Our team of 7 depends on it heavily, not only for internal conversation but for real-time notifications of what's happening with the business. By installing the App for Campfire, instant notifications from Help Scout can be posted in the room of your choice.

When we finished building the Campfire App, I setup a separate room for Help Scout notifications. At the time, it was more for testing purposes, just to make sure everything worked as expected. I didn't think we would actually use it. We setup notifications for new conversations and customer replies, and it's been running ever since.

Over the last couple of weeks I've found myself referring to the room quite often, just to keep my finger on the pulse of what we are hearing from customers. When I'm in-between projects, I take a look at the room and try to answer some questions from customers. You could say its become somewhat of an addiction, but a good one rooted in loving our customers. :-)

There was no company mandate that everyone look at the chat room with Help Scout notifications. But everyone in the company does support, so many of us keep it open during the day. It got me to thinking, "I wonder if this has had an impact on any of our metrics?" What I saw next blew me away.

Turns out the Campfire App has drastically improved our company's support metrics.

September 1 - October 13:

October 13 - October 27:

Pretty unbelievable. I love how everyone is jumping in to help when our customers have questions!

It turns out this small workflow change made a huge impact for our team and our customers. This is exactly why we built Apps - help people work faster - I just had no idea it would make such a huge difference for us from day one.

If you are searching for ways to move the needle with regards to support metrics, you never know what subtle changes and/or experiments could bring about a big change for the better. In addition to group chat Apps like Campfire and HipChat, we have another 7 Apps that can add the same level of value for your small business.

Buffer

Written by Nick Francis Nick Francis

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1 Comment

Hung Apr 6

I know your product is integrated with Camfire, but wonder why not using group chat in Skype? It's free and still help staff communicate well.

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