Problem: Whereas utilizing Intercom, Switcher’s crew was misplaced in a platform that was tough to be taught and function. They struggled to ship well timed, on-brand communications, and preserve the expertise their clients count on.
Answer: With Assist Scout, Switcher moved off of an costly and overly advanced product, to a straightforward to implement and use, all-in-one platform. Each worker and buyer happiness are on an uptick.
Switcher is a platform that means that you can create, share, and monetize video content material. The streaming platform is in style amongst content material creators, companies, and educators for its versatility and ease of use, permitting customers to provide professional-grade video content material with out the necessity for advanced gear. With each clients and viewers who want help, Switcher’s earlier ticketing answer wasn’t assembly expectations.
The problem: Too many metrics, not sufficient impression
Switcher used Intercom for his or her buyer help communications, however the platform wasn’t giving their crew or their clients what they have been asking for. Angela Cobble, Senior Supervisor of Buyer Help at Switcher advised Assist Scout that that they had initially chosen Intercom due to their abundance of reporting metrics. She was fast so as to add nevertheless that having tons of metrics to trace wasn’t the suitable answer for her crew. “Whereas metrics and statistics are vital”, she mentioned, “they don’t seem to be the most vital factor for delivering buyer help. The clunkiness of Intercom’s instruments and … actually, merely the shortage of formatting and shade from their electronic mail choices, didn’t embody the Switcher expertise. Our Help felt fully disjointed in comparison with our software program and reside media face.”
The answer: Assist Scout supplied a greater buyer and consumer expertise
There have been three issues Angela and her crew have been on the lookout for, which led them to Assist Scout:
Low studying curve
Consumer pleasant interface
The fitting worth
Concerning why she selected Assist Scout, Angela mentioned: “Assist Scout’s friendliness, fast help, shiny interface, and ease shortly received us over. The device has a low studying curve, the place our crew members might leap in and get began instantly, and the device can also be welcoming to customization and workflows. The value was additionally proper and gives loads of flexibility to what we’d like, together with Gentle Consumer seats!”
The end result: Diminished response and onboarding occasions
With Assist Scout, Switcher’s crew is responding extra shortly, collaborating with ease, and monitoring success. Angela famous, “Our help course of is simplified, which means our Deal with Time and Response Instances are dramatically lowered. Additionally it is simpler to collaborate through Notes, to CC further electronic mail addresses onto a response, and to share outcomes through Assist Scout’s easy-to-read charts and graphs.”
Workforce members, new workers, and clients really feel the impression of the improved expertise day by day. As soon as the crew transitioned to Assist Scout, they introduced on two new crew members. Angela mirrored, “Inside two months, my new brokers’ stats are rivaling my earlier brokers’ due to how simply (actually, day one) they picked up HelpScout. For brand new hires on our earlier ticketing system, brokers who’d been round for years nonetheless had hassle navigating the device and understanding outcomes.”
Decreasing guide help quantity by 30%
Through the use of Assist Scout’s acquainted and easy UI, plus our AI options that assist groups draft, edit and summarize, Switcher’s buyer response time has gone down. In addition they use Assist Scout’s data base device, which reduces guide help quantity by as much as 30%. Now Switcher clients can entry self-service assist content material simply and get solutions without having to talk with an agent.
Collaboration instruments to democratize crew data
In life earlier than Assist Scout, Switcher’s groups have been misplaced in advanced processes and struggling to speak. Enter Assist Scout! The crew was in a position to tag in the suitable folks, go away one another notes, and share insights–all with out leaving the platform. This clear and collaborative means of working is one thing the crew is aware of it received’t reside with out once more.
When requested what she would say if somebody hypothetically advised her she might now not implement Assist Scout, Angela exclaimed “I might be horrified and hard-pressed to seek out one other device of Assist Scout’s caliber. Assist Scout shortly rose to the highest of our vendor checklist by way of worth and worth, and not one of the different choices we explored got here shut!”
Assist Scout: Straightforward to make use of, simple to get outcomes
In Angela’s phrases, “Do it’s essential to present buyer help, whilst a one-man present? Assist Scout will assist you to ship the high-quality help that may maintain your clients completely satisfied and coming again time and again”.
Do it’s essential to present buyer help, whilst a one-man present? Assist Scout will assist you to ship the high-quality help that may maintain your clients completely satisfied and coming again time and again.
All Switcher’s groups wanted to enhance worker and buyer happiness was a device that supplied the ability they wished with out the complexity. With all the things it’s essential to get began quick, and develop to help tens of millions of shoppers, Assist Scout is right here to allow your groups and clients with best-in-class help. See how our free trial works in your groups and rising enterprise. Our industry-leading help crew is at all times completely satisfied to assist in getting you began!
