Problem: The Castiron staff was having a tough time conserving their Gmail inbox organized. Requests had been slipping by way of the cracks, and a few customers had been left ready for solutions. As they ready to launch their beta product, they knew they wanted to supply their clients with a neater method to get in contact and a greater buyer expertise.
Answer: The staff determined to put money into an answer from day one, diving into Assist Scout alongside the official launch of their product. By leveraging Assist Scout, the Castiron staff was capable of assist hundreds of shoppers with a two-person assist staff, all whereas bettering difficulty monitoring, streamlining workflows, and supporting a few of the happiest meals entrepreneurs on the earth.
Meet Castiron
Castiron is a meals enterprise administration platform constructed to assist impartial cooks, bakers, and artisans begin, develop, and handle their on-line companies. With Castiron, meals entrepreneurs can take orders, handle stock, settle for funds, market their merchandise, and monitor gross sales multi function place.
Starting with Gmail
Matt Renie, product supervisor at Castiron (beforehand supervisor of buyer success), knew that offering an distinctive buyer expertise ought to be one in every of Castiron’s objectives from day one in every of launching their product.
He defined that within the early days of making ready to launch Castiron, they had been relying solely on Gmail to correspond with alpha customers, which restricted their skill to reply effectively, monitor requests and suggestions, and guarantee all customers had been getting solutions.
Previous to formally launching Castiron, our buyer success staff and CEO had been utilizing Gmail to speak with our customers, which left us with prolonged, unorganized e mail chains. Quickly we discovered ourselves having a tough time organizing requests and monitoring points to decision — what requests had been nonetheless excellent? What was a assist difficulty? What was product suggestions?
They knew they wanted a unique answer to create construction, add professionalism to their buyer communication, and guarantee they had been offering high-quality service.
Enter Assist Scout
Renie knew it was essential to implement an easy-to-use answer that may allow the small however mighty buyer success staff to handle requests in a well timed method whereas making it simple for his or her clients to get in contact with them. When it got here to picking a device, Assist Scout was high of thoughts for Castiron.
Assist Scout’s simplicity, ease of implementation, and favorable startup pricing performed a giant position in selecting Assist Scout over different choices. Renie remembers:
It was very easy to stand up and working rapidly — actually inside minutes we had been arrange. We had a one-to-two-person assist staff, and [Help Scout] met our wants from the get-go whereas setting us as much as finally scale.
What are a few of Castiron’s favourite Assist Scout options?
It supplied us with a streamlined course of for our clients to get in contact with our staff simply. We’ve got the flexibility to reply in real-time utilizing the cell app, and our data base makes it simple for patrons to assist themselves.
Outcomes: Improved difficulty monitoring, streamlined workflows, and happier clients
Buyer requests don’t fall by way of the cracks
With Gmail, it was simple for the staff to lose monitor of a buyer request earlier than it was resolved. The corporate inbox felt disorganized, it was tough to watch the standing of conversations in progress, and teammates couldn’t see who was replying to which clients (and even after they had been responding).
With Assist Scout’s Shared Inbox, the staff was capable of set up requests as they got here in, simply see how lengthy clients had been ready for a response — and get to these clients sooner — and see who was replying to which requests, stopping duplicate replies.
With Assist Scout, nothing slips by way of the cracks anymore. Our whole staff has simple visibility into assist points, and it’s clear who owns what tickets.
Streamlined workflows and scalable buyer assist
With an everyday inbox, responding to an inflow of assist requests turns into overwhelming, time-consuming, and inefficient. On high of that, the one means clients can get solutions is to ship an e mail and look forward to a reply.
Along with utilizing shared inbox options that make it simpler to handle high-volume durations, like workflows and auto-replies, Castiron makes use of Assist Scout’s data base device, Docs, to assist much more clients.
By leveraging Docs, Castiron was capable of create articles and encourage clients to show to self-service assist for FAQs, which allowed them to spend much less time answering the identical questions and extra time serving to different clients. Renie stated:
Our data base articles have over 10,000 views. With the ability to meet our customers the place they’re and enabling them to get solutions on their very own time has saved us tons of of hours of labor.
Assist Scout has enabled Castiron to proceed to satisfy its clients’ wants, even with a small assist staff:
With Assist Scout, we’ve been capable of scale our course of to assist hundreds of shoppers with a two-person assist staff. In reality, we’ve grown our energetic person base by over 10x whereas solely including one part-time worker.
The happiest meals entrepreneurs within the business
With Gmail, insights had been restricted. The Castiron staff wished to study extra about how they might enhance their clients’ experiences, how glad they had been, and the way they may very well be higher supported. They had been on the lookout for information that email-only options simply don’t present.
With Assist Scout’s reporting, the Castiron staff gained insights into staff productiveness metrics like response and determination occasions so they might establish alternatives to enhance pace and effectivity. They had been additionally capable of monitor buyer satisfaction rankings, which allowed them to trace buyer happiness and observe up with particular clients about their experiences.
Utilizing the stories, we had been capable of see that over 70% of our tickets are responded to inside one hour, which our clients at all times cite as a differentiator of why they love Castiron over our bigger opponents. On high of fast response occasions, our happiness score has at all times been above 95% whereas utilizing Assist Scout! We take delight in delivering the most effective customer support ever, and with Assist Scout, we are able to quantify and monitor that.
Assist Scout: Help made easy
Assist Scout has change into Castiron’s central hub for buyer communication, enabling them with a easy answer to reply clients rapidly and to maintain them glad. With out it, they wouldn’t be capable to assist hundreds of impartial entrepreneurs throughout the globe in launching their meals companies.
Assist Scout supplies the best method to ship an superior buyer expertise. It’s the right combine of straightforward {and professional}, and it’s allowed us to trace all excellent buyer points with out constructing an over-complicated assist course of.
