Are You Trying to Scale Your Customer Service Efforts?
Jordan Estreito from SpringAhead shows us how Desk.com’s customer service software helped him to build and scale a support team. Demo & Review Video
Read Full Transcript Below or Watch the Video with an Interactive Transcript at Endicow.com
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Desk.com is online customer service software and support ticket help desk software for fast-growing companies.
Jordan Estreito is the Product Marketing Manager for SpringAhead.
SpringAhead offers online time tracking and billing software to help you create timesheets and invoices using any browser.
Full Transcript Below
My name’s Jordan Estreito. I started with SpringAhead about four years ago. I came in. We didn’t have much of a support department. I ended up becoming the support implementation manager, and building a team, and building the infrastructure around what would become our support team, and then later became our product expert team.
So SpringAhead itself, we have two products. One is SpringAhead, which is mainly a time tracking tool, time and billing. Whereas we have another tool called Tally, which is expense reporting. So thinking about that, support is very different when you have one, or two, three people working on responding to emails. What we needed to do was to be scalable.
So we started investigating different options here. We used a number of different tools at first before we settled on Desk.com , and we ended up here. Two reasons. One, it was really easy to use, and it was really easy to customize. We’ve been with Desk about three years, maybe a little less. Those are all cases that we’ve gotten resolved directly through here.
So if you send a support email, what it’s going to do is end up coming here. Emails come in here unassigned. Anybody can go ahead and pick them up. I can jump into any one. Let me go ahead an grab this. So this is an automated email saying that hey, someone left a comment on one of our setups. What I can do here is I can jump on in it. I can respond back to it. I can apply macros or I can put it notes for my colleagues. And really it gives everybody visibility across the board.
So with SpringAhead, and I’m in the SpringAhead desk right now, there is a lot of different variations about how people set up their time tracking, how people set up their invoicing. And how they get all that information. So there’s so many ways to set up different configurations for their company, becomes really helpful for us to have everything here. I can search for any cases. Let me search myself. I can see things that I’ve responded to. I can see our clients. Really it gives me just make good repository for all our information, any notes.
And with the macros and different labels over here, I can sort my cases. I can apply standardized responses going back to scalability, giving us a team of maybe seven people that pretty much use Desk all day. They’re able to give the same responses across the board.
I can do different templates to respond. I can do different labels so it sorts things differently. And I guess that’s the other thing good about Desk. You don’t have to be incredibly tech savvy to set up responses, or set up tools, or use different labels to sort things. All this is completely customized to us.
Let me jump in here to the Admin section. And really if I go into cases, these filters, labels, macros, those are all things that we’ve created ourselves. So when something happens, we can just apply a macro here. It fills in the text, and it’s done for us, so we don’t have spend a lot of time on it. And we have different rules, so we can say, if this happens, then go to this.
And so like I said the big thing here is that we didn’t need to have tech guys come and customize or set any of this up. This is something we were able to set and actively manage throughout its life. What we did was we sat and talked about what would be the most efficient macros that we could think of. What questions do we answer all the time. And what would better help us as a group. We put all that in here.
And you could assign as many people to be an Admin as you want. So what we would end up doing is almost delegating certain aspects to different people, where some are in charge of OK, well let me write the macros. If somebody who’s in charge of OK, well I know the rules a little bit better, I’ll go ahead and set up these rules.
And then the other aspect here is that we have this content part, where all of these link to support articles. So our support site— head over here— each one of these articles is over here. So we’re able to easily— if we needed to make an update here, I could change something in here, update it, and it would pop up here on our support site.
The last part here— if you don’t mind me changing gears is what we’ve done here is whenever we respond and close out a support ticket, it sends them a email saying, how do you think we did? They have three options. They can do positive, meh, and negative. And we built it out so this reports right here. And this is all possible via their API.
The last item I can’t really show. It’s on a real live TV monitor in our office. We have this monitor that’s by department, where it is a dashboard effectively. And that dashboard will tell us how many cases we have that are waiting to be responded to, how many cases might be out of our internal SOP. So that’s really cool, because you have people just walking by our group here and they can say OK, yeah, the support team’s on top of it. Or oh OK, well maybe we should jump and lend a hand.