3 startups who get customer support right

Sometimes it seems like the more things change, the more they stay the same. A new generation of startups like HotelTonight, Munchery, and Rent the Runway are changing the game by delivering a new spin on a traditional service  — but awesome customer service is still critical. Today’s successful startup businesses are integrating with back office systems and being proactive about support so they can help customers faster and provide exceptional service at every touch point. Meet three of today’s customer service superstars:

 

 

Luxe, an on-demand valet service for on-the-go people in San Francisco, Los Angeles, Chicago, and Seattle — with more markets to come – is growing an astounding 50% each month. The secret to accelerating their business? Great customer service with Desk.com. Since most of their customers are in transit when using the app, providing an immediate channel for support is critical. Inbound calls are associated with customer records in Desk.com so agents can access complete customer information and reservation histories. Being able to triage the inbox with automated case assignments and integration with a homegrown CRM system means everyone can see the latest customer information in one place. Luxe agents operate at a mach-ten speed to provide customers with the quickest resolutions. Learn more about how 4 full time agents manage over 200 cases each day.

 

 

Gourmet Ads, an online platform that manages advertising for 1,200+ food websites needed an easy way to offer in-product support 24/7 to its advertiser and publisher customers in the U.S., Europe, and Australia. The company embedded a Desk.com-powered support center within its product so customers are directed to specific knowledge articles when they have questions, or can click on a button to log a case with an agent – all without having to leave the Gourmet Ads experience. Visits to articles are automatically logged so the company can measure support content effectiveness or spot new issues as soon as they arise. After cases are logged, Desk.com’s automation and workflow features ensure that they move quickly toward resolution. Learn more about how the company reduced case volume by 80%.

 

 

Supporting today’s new mobile apps is different from supporting any other type of product. Just ask Hinge, a popular dating app (currently live in 38 cities and 5 countries) that helps users find partners within their extended social networks. Not only do app customers typically have a wide range of expectations for the quality of the product and the support they receive on its behalf, but they are quick to share negative opinions in app-store reviews – often anonymously – where there isn’t a direct channel for companies to attend to them. Having a help center is critical for app support because it gives Hinge’s customers the opportunity to find their own answers without having to leave the app – or having to reach out to the company at all. Hinge automates responses to commonly asked questions, so customers that do reach out can get responses back quickly. Learn more about how one full time agent manages 2,000 cases each week.