“I'm so much happier now that we're using Help Scout. It's been life changing.”
Sydney's chatting with a client when she gets a notification on her iPhone. It's alerting her that there's a new conversation with a customer she's been working with on product updates. She quickly adds an internal note, shares it with her teammates to look into, and closes out of the app.
She's reviewed, handled, and moved on with her day – in one swipe. But for Sydney, customer support wasn't always this easy.
Sydney and the mail2 team were moving quickly. As part of a creative digital agency with 1500 users in 150 organizations all over the world, the mail2 email marketing team needed a customer support solution that moved as swiftly as they did. Unfortunately, the team's current help desk wasn't keeping up: it wasn't intuitive, sent multiple updates for each notification across the web app and mobile device, and, was in actuality, making life exponentially more difficult.
“We used to spend 12 hours a day with receiving duplicate push notifications on our devices—from our watch to laptop to phone. We didn't understand why something that was supposed to help us, help our customers, had to be so complicated.”
Having a powerful help desk with reporting was a non-negotiable for Sydney's team - there still needed to be a way to respond to customers efficiently and thoughtfully, without losing the human touch. and ensure there's no overlap in messaging.
With the day-to-day moving at such a rapid pace, the team had to find a solution that would satisfy their needs, but allow them to get up-and-running quickly. Help Scout's solution provided that. Once the team decided to move forward with Help Scout, they reviewed the dashboard, and all users were up-and-running in 20 minutes.