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“How do you formalize support without compromising the quality of service?”
It’s hard to believe that only a few years ago, Simon Salomonsson and his team were a group of three. As the company quickly grew, it became obvious that they needed a tool that would grow, too.
As CEO of SpotOn Marketing, a specialist in online marketing for local businesses, Simon saw an opportunity to formalize the customer support for his growing team.
“At SpotOn, we strive to create long-lasting relationships with over 500 clients, which is why our Customer Success department sits in the heart of sales and customer onboarding. As our team grew from 3 to 30, I knew I couldn’t be involved in every single conversation, and needed a solution that would scale well.”
Outgrowing the shared inbox
To solve for an increase in email and customer support queries, SpotOn began fielding questions from a shared inbox. As the queue started to fill rapidly, the team had issues in transparency and potential redundancy: not knowing when another team member was working on a project and difficulty collaborating on customer responses.
Growing customer support, without compromising service
The SpotOn team was trained and up-and-running within a week. And, best of all: they didn’t have to sacrifice a human, personalized, customer support experience for a scalable solution.
“The functionality built on the ease of email is great, and the features included make it much more malleable: we can see exactly who’s responding to customers, share internal notes, and use workflows and tags to work more efficiently.”
“As a CEO, I love looking at the Reports: I can see the time it takes to resolve a Conversation, who’s responding to customers quickly, and who needs a bit more assistance.”
"The transparency is invaluable: it helps both on the customer support front, and the coaching front, when I think about how to set up my team best for success."