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.