Problem: Whereas utilizing Intercom, Switcher’s staff was misplaced in a platform that was tough to study and function. They struggled to ship well timed, on-brand communications, and preserve the expertise their prospects count on.
Resolution: With Assist Scout, Switcher moved off of an costly and overly advanced product, to a simple 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 standard amongst content material creators, companies, and educators for its versatility and ease of use, permitting customers to supply professional-grade video content material with out the necessity for advanced tools. With each prospects and viewers who want help, Switcher’s earlier ticketing resolution wasn’t assembly expectations.
The problem: Too many metrics, not sufficient affect
Switcher used Intercom for his or her buyer help communications, however the platform wasn’t giving their staff or their prospects what they have been asking for. Angela Cobble, Senior Supervisor of Buyer Assist at Switcher informed Assist Scout that they’d initially chosen Intercom due to their abundance of reporting metrics. She was fast so as to add nonetheless that having tons of metrics to trace wasn’t the precise resolution for her staff. “Whereas metrics and statistics are vital”, she stated, “they don’t seem to be the most vital factor for delivering buyer help. The clunkiness of Intercom’s instruments and … actually, merely the dearth of formatting and colour from their electronic mail choices, didn’t embody the Switcher expertise. Our Assist felt fully disjointed in comparison with our software program and dwell media face.”
The answer: Assist Scout offered a greater buyer and person expertise
There have been three issues Angela and her staff have been on the lookout for, which led them to Assist Scout:
Low studying curve
Consumer pleasant interface
The suitable worth
Concerning why she selected Assist Scout, Angela stated: “Assist Scout’s friendliness, speedy help, vivid interface, and ease shortly received us over. The device has a low studying curve, the place our staff members might soar in and get began instantly, and the device can also be welcoming to customization and workflows. The worth was additionally proper and supplies plenty of flexibility to what we’d like, together with Mild Consumer seats!”
The outcome: Diminished response and onboarding occasions
With Assist Scout, Switcher’s staff is responding extra shortly, collaborating with ease, and monitoring success. Angela famous, “Our help course of is simplified, that means our Deal with Time and Response Occasions are dramatically diminished. It’s also 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.”
Staff members, new workers, and prospects really feel the affect of the improved expertise day-after-day. As soon as the staff transitioned to Assist Scout, they introduced on two new staff 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 bother navigating the device and understanding outcomes.”
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 bother navigating the device and understanding outcomes.
Lowering handbook 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 information base device, which reduces handbook help quantity by as much as 30%. Now Switcher prospects can entry self-service assist content material simply and get solutions while not having to talk with an agent.
Collaboration instruments to democratize staff information
In life earlier than Assist Scout, Switcher’s groups have been misplaced in advanced processes and struggling to speak. Enter Assist Scout! The staff was capable of tag in the precise folks, depart one another notes, and share insights–all with out leaving the platform. This clear and collaborative manner of working is one thing the staff is aware of it received’t dwell with out once more.
When requested what she would say if somebody hypothetically informed her she might 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 record when it comes to worth and worth, and not one of the different choices we explored got here shut!”
Assist Scout: Straightforward to make use of, straightforward to get outcomes
In Angela’s phrases, “Do you want to present buyer help, at the same time as a one-man present? Assist Scout will allow you to to ship the high-quality help that may hold your prospects glad and coming again repeatedly”.
Do you want to present buyer help, at the same time as a one-man present? Assist Scout will allow you to to ship the high-quality help that may hold your prospects glad and coming again repeatedly.
All Switcher’s groups wanted to enhance worker and buyer happiness was a device that offered the ability they needed with out the complexity. With every part you want to get began quick, and develop to help tens of millions of shoppers, Assist Scout is right here to allow your groups and prospects with best-in-class help. See how our free trial works in your groups and rising enterprise. Our industry-leading help staff is at all times glad to assist in getting you began!