Create a New Roadmap to Great Customer Service
Customer service is all about relationships — building them, maintaining them, and sometimes even repairing them. Recently, we talked to Ashley Crosby, a Customer Success Manager at Arrowpointe, about how Desk.com has helped the company improve agent productivity and the overall customer experience. #score
When did you know you needed a customer service solution?
For 2.5 years it was just me handling support cases; all I could do was reactively answer questions and include documentation on our website as necessary. I wanted Arrowpointe to be more proactive when helping our customers. That’s when we decided to implement Desk.com and bring on a second person to help with support. Now we use Desk.com to manage all of our cases and documentation. We can easily keep track of new cases and follow up, and we’ve made our support site more dynamic — if someone brings up a really good case, we immediately turn it into documentation.
How do you make each customer experience special?
First of all, we respond as fast as we possibly can; we always make sure everyone is responded to within the business day — even if it’s just to say that we’re working to find an answer or resolve the issue. And secondly, we take care to be personal in our responses; we don’t want to sound like a robot. We use our individual people to respond, so we try to communicate that it’s an actual person who’s there to help.
What’s your favorite Desk.com feature?
Filtering. We use a ton of different filtering labels to help us categorize new cases, case updates, aging cases, and which cases are assigned to whom. The labels and filters help us keep track of everything… For example, we track recent and upcoming Geopointe releases; if we know there’s something in the development pipeline and there might be bugs waiting to be resolved, we can manage it all proactively. Filters really were the big deciding factor in choosing Desk.com in the first place.
Read the full case study here to see the other creative ways Arrowpointe uses Desk.com daily to build relationships and improve the customer experience.
