We believe a customer is a terrible thing to waste. At Helpstream we help companies build web-based customer service communities that enable them to solve customer problems fast and engage customers in ways that have traditionally been cost prohibitive.
Today we are helping hundreds of companies unlock tremendous ROI from their customers by:
* Turning customers into problem solvers
* Sourcing new innovations and ideas from customers
* Generating word-of-mouth referrals from customers
Deployed in the cloud and designed from the ground up for customer service, Helpstream can be up and running fast and quickly transform the way you engage customers.
So if you want to stop wasting your customers, let us help at http://www.helpstream.com
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Helpstream Case Study
1. ®
community-driven customer service
Infusionsoft retools for growth
For Infusionsoft, providing small businesses with innovative strategies for
growth isn’t just about developing great marketing automation software –
it’s about an unrelenting commitment to provide truly exceptional
customer service. As their recent top 10 ranking in revenue growth
on Software Magazine’s Software 500 list illustrates, their commitment
to creating great customer success stories is beginning to pay off.
For Infusionsoft, headquartered outside of Phoenix, Arizona, improving their
customers’ sales conversion rates and helping them drive repeat business has
always been a key focus. Their products have come to represent ease of use and
affordability, particularly for companies with between 1 and 25 employees.
But, even more importantly, maintaining the Infusionsoft brand and enabling
Benefits from Helpstream entrepreneurs to create personalized marketing and sales communications has
become integral to the success of many of their customers’ growth strategies.
x 50% reduction in case volume
It’s no wonder that 20% of Infusionsoft customers doubled their sales in the
x 54% self service incident resolution last year alone.
x 30% self service resolution via
community-based service
Key Challenge
x Accelerated incident resolution
and significantly improved Manage Growth While Providing Exceptional Customer Service
customer satisfaction In 2008, Infusionsoft’s rapid growth posed significant challenges. They had
x Better insight into customer always provided customers unlimited, friendly telephone support. The problem
utilization of Infusionsoft products now became a pressing need to be more efficient in delivering services to a
and improved cross sell / up sell larger and more diverse customer base.
x Improved knowledge base For example, agents had access to a popular knowledge management tool, but
currency and completeness agent-assisted support processes could not scale fast enough to accommodate
x Faster dissemination of expert increased demands. A standalone customer forum also provided tantalizing
knowledge and time to CSR promise. It enabled customers to interact and get answers to questions, but as
proficiency the number of users increased discussion threads became long and branched
x Decreased systems management to multiple topics. Users needed to read through multiple pages to get to the
costs related to decommissioned best answer to their question, and they began to rely on calling agents to get
systems quick answers.
The customer case tracking system itself was homegrown and not integrated
with either the forum or the knowledge base. The result – proliferation of
manual activities across multiple support processes required to log cases,
research and communicate solutions, and maintain the knowledge base.
Before long, it became obvious that to support their business growth, customer
support would need to be completely reengineered. So would supporting
processes across multiple departments including sales, marketing, finance,
product management, and product development.
H E L P S T R E A M C A S E S T U D Y