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Switcher Took Onboarding from 6 Months with Intercom to 1 Day with Assist Scout

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Switcher Took Onboarding from 6 Months with Intercom to 1 Day with Assist Scout



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:

  1. Low studying curve

  2. Consumer pleasant interface

  3. 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!



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Emarketing World Admin, the driving force behind EmarketingWorld.online, is a seasoned expert in the field of digital marketing and e-commerce. With a wealth of experience and a passion for innovation, Emarketing World Admin has dedicated their career to helping businesses and entrepreneurs navigate the complexities of online marketing and achieve their digital goals. Through EmarketingWorld.online, they provide valuable insights, strategies, and tools to empower others in the ever-evolving world of digital marketing.### Early Life and Introduction to MarketingFrom an early age, Emarketing World Admin exhibited a keen interest in technology and communication. Growing up during the rise of the internet, they were fascinated by the potential of digital platforms to connect people and transform businesses. This early curiosity laid the groundwork for a career in digital marketing.During their formative years, Emarketing World Admin spent countless hours experimenting with website design, online advertising, and social media. These hands-on experiences sparked a deep passion for digital marketing and led them to pursue a career in the field. Their early projects ranged from managing small business websites to running grassroots online campaigns, providing a solid foundation for their future endeavors.### Education and Professional DevelopmentEmarketing World Admin’s educational background includes a combination of formal studies and continuous learning in the realm of digital marketing. They hold a degree in Marketing or a related field from a reputable institution, supplemented by specialized certifications in areas such as search engine optimization (SEO), pay-per-click (PPC) advertising, and social media marketing.In addition to their formal education, Emarketing World Admin has actively pursued ongoing professional development. They regularly attend industry conferences, webinars, and workshops to stay current with the latest trends, tools, and best practices in digital marketing. This commitment to continuous learning ensures that their insights and strategies are always aligned with the evolving digital landscape.### Professional Experience and AchievementsWith over a decade of experience in digital marketing, Emarketing World Admin has held various roles, including digital marketing strategist, SEO consultant, and e-commerce specialist. Their career includes working with a diverse range of clients, from startups to established corporations, across various industries.Throughout their career, Emarketing World Admin has achieved significant milestones, such as successfully managing high-profile digital campaigns, increasing online visibility for numerous brands, and driving substantial revenue growth through targeted marketing strategies. Their expertise encompasses a wide array of digital marketing disciplines, including content marketing, email marketing, data analytics, and conversion optimization.### The Birth of EmarketingWorld.onlineEmarketingWorld.online was created out of Emarketing World Admin’s desire to share their extensive knowledge and experience with a broader audience. The website was launched as a comprehensive resource for individuals and businesses looking to enhance their digital marketing efforts.The platform features a wide range of content, including in-depth articles, how-to guides, case studies, and expert interviews. Emarketing World Admin is dedicated to providing actionable insights and practical advice that users can implement to achieve their marketing goals. The website also offers tools and resources designed to help users analyze their marketing performance and optimize their strategies.### Philosophy and MissionThe core philosophy of EmarketingWorld.online revolves around the belief that effective digital marketing is both an art and a science. Emarketing World Admin emphasizes the importance of data-driven decision-making, creative problem-solving, and ongoing experimentation in achieving marketing success.The mission of EmarketingWorld.online is to empower businesses and individuals with the knowledge and tools they need to thrive in the digital world. By providing valuable resources, actionable strategies, and expert guidance, Emarketing World Admin aims to help users navigate the complexities of digital marketing and achieve measurable results.### Personal Touches and Community EngagementOne of the distinguishing features of EmarketingWorld.online is the personal touch that Emarketing World Admin brings to the content. Their unique perspective and hands-on experience are reflected in every article, guide, and resource. Emarketing World Admin is known for their ability to translate complex marketing concepts into practical, easy-to-understand advice.In addition to content creation, Emarketing World Admin actively engages with the EmarketingWorld.online community. Through social media interactions, email newsletters, and direct feedback from readers, Emarketing World Admin fosters a dynamic and supportive environment. They are committed to addressing user questions, offering personalized recommendations, and building a network of digital marketing professionals and enthusiasts.### Looking AheadAs EmarketingWorld.online continues to grow, Emarketing World Admin is excited about the future and the opportunity to expand the platform’s offerings. Future plans include introducing new content formats, such as video tutorials and interactive webinars, and collaborating with other industry experts to provide even more valuable insights.Emarketing World Admin remains dedicated to staying at the forefront of digital marketing innovation and providing users with the tools and knowledge they need to succeed. Whether you’re a seasoned marketer or just starting out, EmarketingWorld.online is here to support and guide you on your journey to digital marketing success.

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