Problem: When BoxHero began increasing past Korea in 2019, their assist system could not sustain. Their earlier platform, Intercom, was consuming into their funds with out delivering what they really wanted.
Answer: BoxHero in the end selected Assist Scout as a result of it checked all their bins: e mail assist, real-time chat, and multilingual capabilities for his or her increasing international viewers.
BoxHero is a SaaS firm specializing in stock administration for small to medium-sized companies. Based in 2017, BoxHero focuses on simplifying complicated processes and making it straightforward for anybody to trace, handle, and optimize their stock. With a user-friendly interface and versatile options, BoxHero’s cloud-based platform at the moment serves over 200,000 customers throughout 100 nations, offering real-time information and workforce collaboration throughout a number of units.
The problem
When BoxHero began increasing past Korea in 2019, their assist system could not sustain. Their earlier platform, Intercom, was consuming into their funds with out delivering what they really wanted.
“We have been battling an costly system that lacked correct multilingual assist, which held us again as we tried to develop internationally,” defined Nahi Kim, BoxHero’s international CX and advertising and marketing supervisor.
The workforce was pissed off with a number of points:
Excessive price relative to their utilization wants.
Poor Korean translations, inflicting friction for native prospects.
Restricted customization choices, notably with the chat widget.
No omnichannel inbox, making the monitoring of buyer conversations troublesome.
The answer
After procuring round, BoxHero in the end selected Assist Scout as a result of it checked all their bins: e mail assist, real-time chat, and multilingual capabilities for his or her increasing international viewers. Beacon additionally stood out by enabling prospects to search out related assist content material earlier than submitting a request, enhancing the self-service expertise. Lastly, Assist Scout’s easy onboarding course of allowed for a easy transition with out the necessity for assist from different inner groups.
“Assist Scout’s clear, intuitive interface made adoption straightforward. We have been particularly impressed by Beacon’s customization — it supplied a pure expertise for our Korean customers and past,” Kim shared.
The outcomes
Since making the transfer to Assist Scout, BoxHero has considerably improved buyer assist operations. They’ve:
Centralized ops — Consolidated inquiries from a number of channels right into a single platform.
Improved response instances — 91% of inquiries are dealt with inside 24 hours.
Enhanced collaboration — Options like notes and properties permit the workforce to keep up further buyer context and supply constant service.
Assist Scout has grow to be a necessary a part of BoxHero’s development technique. It empowered their international enlargement, improved response instances, and diminished operational prices — all whereas offering a greater expertise for his or her prospects. With strong multilingual capabilities and intuitive options, Assist Scout not solely met BoxHero’s assist wants but in addition grew to become a long-term companion of their development journey.
“Assist Scout helped us develop from Korean-only assist throughout a number of channels to a single platform the place we can assist prospects worldwide with quicker, extra environment friendly assist,” Kim shared.
Assist Scout helped us develop from Korean-only assist throughout a number of channels to a single platform the place we can assist prospects worldwide with quicker, extra environment friendly assist.
“For startups serving a global viewers who primarily deal with assist by means of e mail and chat, Assist Scout is a superb alternative,” Kim added. “It’s dependable, doesn’t break the financial institution, and grows with you.”
