While Elastic Grid’s rapid user growth validates the Marketplace vision and the pressing need for the product we’re building, it also comes with challenges.
Making interactions work for, not against, us
Leading our marketing efforts at Elastic Grid, I recently had a re-think on the way we deal with user interactions based the following pain points:
– Confusion: users would reach out by emails to individuals, the contact form on the site, using the feedback survey or whatever else they could find.
– Delays: users could not reach the right person straight away, which implied delayed responses, especially considering timezone differences as well as unclear internal communications: ‘did you reply to this?’
– Buried content: we have many great help articles, but no scalable way to make them easily and consistently available when our users need them; slowing down their ability to resolve issues.
Support or customer service is a key element of user experience and overall product success. By carefully planning our CX development over the past months, it was only a matter of time until I recognized and addressed this challenge to seize this interaction opportunity.
Becoming a personal digital business
Having the chance to meet Intercom’s Senior Product Manager Brian Donohue while he was Down Under, the simplicity and efficacity of their product caught my eye. Digging further, I realized it could be a great fit to not only solve Elastic Grid challenges but also maximize user successes.
In an agile fashion, I proposed a trial run on the platform. We have the human power as Elastic Grid always put an emphasis on real human interactions. All we needed was the technology to truly enable that vision in a scalable way.
I had no clue how the initiative would perform across all our user base, but the objectives were clear:
– Streamline and centralize all communications: provide real-time support directly on the application.
– Optimize content delivery: display the right content at the right time, even when offline.
– Track user behaviors: understand the user needs to increase value and retention.
Implementation
The first phase involved:
A ‘live chat’ button on the platform, with a notification message.
A new help center: https://intercom.help/elasticgrid
In a second phase, we’ve planned to:
Integrate Intercom into our app ecosystem (salesforce, campaign monitor, freshdesk…)
Replace the current PRC with the new help center
Implement engagement strategies to not only support but also engage and retain our users through event set-up and personalized messaging.
Results
10 days after deployment, the response from the live chat was extremely positive:
500 logins (to the launcher)
100+ conversations between Elastic Grid and its users (excluding internal) leading to launches
Response time down to 5min on average
Automated content delivery
On top of the hard data, the tool also allows us to better understand our users, get more feedback on our articles and rate interactions, which leads to better, smarter support.
Takeaways
Users want to talk to us and we can now respond efficiently.
Better and faster support implies increased success for both resellers and brands.
If you’d like to see it in action, just get started on Elastic Grid.
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