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How BombTech Golf Elevated Buyer Satisfaction as Their Enterprise Scaled

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How BombTech Golf Elevated Buyer Satisfaction as Their Enterprise Scaled



Problem: Earlier than Assist Scout, BombTech Golf’s assist queue was disorganized. Emails had been getting misplaced and deleted, leading to sluggish response occasions and sad prospects. Because the enterprise grew, the group wished to collect buyer suggestions, and administration wished a high-level overview of how the assist group was performing, which wasn’t attainable with Gmail. 

Answer: Assist Scout centralized all of BombTech Golf’s buyer conversations, bettering their response occasions, boosting effectivity, and offering general construction and transparency within the queue.

BombTech Golf modified the golf panorama with an modern driver that helped golfers hit farther than the incumbent manufacturers. As the corporate began to develop, it was evident {that a} common inbox might now not assist the group in boosting buyer satisfaction and retention. 

We spoke with BombTech Golf’s founder, Tyler Sullivan (Sully), to listen to how Assist Scout remodeled day-to-day operations and supported development initiatives.

The problem: Gmail cannot shoot below par

Gmail isn’t designed for assist groups, and it didn’t take lengthy for BombTech Golf to comprehend this reality. Sully defined that the shortage of group capabilities in Gmail made it difficult to handle incoming assist requests, which in flip, made it tough for the group to offer well timed service to prospects. As well as, Gmail made it unimaginable for the group to collect buyer suggestions, making it unclear how BombTech Golf might enhance its enterprise to serve its prospects higher.

Our inbox was disorganized chaos. This resulted in lots of deleted emails and delayed response occasions,” mentioned Sully. Receiving buyer suggestions was additionally practically unimaginable: “We ask our prospects for suggestions after a assist session has ended. This was a nightmare earlier than Assist Scout. It was a handbook course of that grew to become actually unimaginable to scale.

The answer: Assist Scout hits a hole-in-one with its intuitive platform and automation options 

Sully shared that when the group evaluated completely different software program options, the convenience of use and intuitive platform had been a number of the principal causes they determined to buy Assist Scout. “We examined just a few completely different choices, and I’m an enormous fan of simplicity,” he shared. “Assist Scout was by far the best to make use of for my group and me. It was intuitive, had all of the options we would have liked, and the value was nice.” 

It was additionally evident that the improve from Gmail to Assist Scout would higher equip BombTech Golf to offer the very best buyer expertise attainable with options like saved replies, workflows, and experiences. Sully shared:

Our customer support group is the rationale prospects hold coming again. Assist Scout permits my group to do their job with ease and work quicker than earlier than.

The outcome: Sooner responses, elevated transparency, and improved buyer expertise

Because the proprietor of a rising ecommerce enterprise, Sully knew he wanted an answer that would supply insights into the next areas: 

  • How happy are prospects? 

  • How is the customer support group performing? 

  • How can we scale whereas sustaining a optimistic buyer expertise? 

Right here’s how Assist Scout offers BombTech the readability and instruments wanted to reply the questions above.

1. Saved replies enhance effectivity and response occasions 

With Assist Scout, the group has not solely been ready to answer prospects quicker but in addition seize buyer suggestions and comply with up with options like saved replies. Sully remembers, “Once we first applied Assist Scout, the group lowered their workload so considerably that we might reply immediately to new points. We’ve achieved a better buyer happiness rating by following up with prospects who rating NOT GOOD. This easy follow-up ensures that we’re placing additional effort towards prospects who want it.” This has paid dividends for the enterprise: “Having an ideal buyer expertise helps enhance our income once we launch new merchandise or ship advertising and marketing emails.”

2. Detailed reporting supplies visibility into buyer satisfaction charges and general efficiency  

Because the platform pulls all buyer conversations into one place, getting an summary of efficiency and particulars on essential assist metrics is easy. This makes it simple for managers to get a transparent image of how their groups are working. Sully famous:

I by no means should message my group to see how issues are going. If I must see what’s up, I can simply go into the Assist Scout dashboard.

Instance of the Happiness Report

3. Assist Scout 🤝 Klaviyo integration 

Saved replies and Assist Scout’s Klaviyo integration have grow to be vital in scaling their product launches. Sully shared:

Our advertising and marketing methods had been nice, however we couldn’t interact at scale with out Assist Scout. Now we use saved replies and the Klaviyo integration to assist gasoline our product launch technique with out stressing out our inner operations.

BombTech Golf treats each buyer like a Masters Champion with Assist Scout 

Assist Scout is a vital software for BombTech Golf, serving to the corporate present the very best buyer expertise whereas staying productive. Sully famous that because the founding of BombTech in 2012:

I’ve all the time tried to make each buyer really feel particular — as a result of with out them, we’re nothing. I’ve skilled my group to do the very same factor. Assist Scout lets my group execute on that imaginative and prescient and actually measure how they’re doing.

Centralizing all buyer communications, producing efficiency metrics, and enabling higher buyer satisfaction are simply a number of the many causes that Assist Scout is an integral a part of BombTech Golf’s success. 



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